IT Change Manager

About the Role

As the IT Change Manager, you will play a pivotal role in safeguarding the stability and reliability of our IT services by overseeing the end-to-end Change Management process. This position requires a strategic leader who can balance operational agility with rigorous governance, ensuring that all IT changes—whether standard, normal, or emergency—are executed in a controlled, risk-aware, and compliant manner. You will act as the primary steward of change governance, collaborating closely with technical teams, business stakeholders, and senior leadership to minimize disruptions while driving innovation and efficiency. Your expertise will be instrumental in maintaining service excellence, reducing change-related incidents, and fostering a culture of continuous improvement within our IT ecosystem.

Key Responsibilities

The IT Change Manager is responsible for the following core functions:

• Change Governance & Authorization:
  • Own and oversee the complete Change Management lifecycle in strict alignment with ITIL best practices and organizational policies.
  • Chair and facilitate the Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, ensuring rigorous risk assessment and informed authorization of changes.
  • Evaluate Request for Change (RFC) submissions, approving or rejecting them based on comprehensive risk analysis, business impact, and resource availability.
  • Maintain and publish the Forward Schedule of Change (FSC), coordinating change windows with operational teams to avoid conflicts and ensure seamless execution.
• Risk Assessment & Impact Analysis:
  • Conduct thorough risk and business impact assessments for all proposed changes, ensuring robust mitigation strategies and fail-safe rollback plans are in place.
  • Identify and resolve potential conflicts, dependencies, and overlaps between concurrent changes across infrastructure, applications, and services.
  • Ensure all changes adhere to the organization’s risk tolerance and comply with regulatory and governance requirements.
• Stakeholder Management & Communication:
  • Serve as the central point of contact for communicating approved changes, their timelines, and potential impacts to all relevant stakeholders in a clear and timely manner.
  • Act as a bridge between technical teams and business units, facilitating seamless collaboration during planned upgrades, migrations, and service windows.
  • Develop and distribute concise Change Management reports and post-implementation reviews (PIRs) to leadership, highlighting outcomes, lessons learned, and actionable insights.
• Process Improvement & Compliance:
  • Define, refine, and enforce Change Management policies, processes, and procedures to ensure consistency, auditability, and compliance with industry standards and regulations.
  • Monitor and address unauthorized changes (Change Without Authorization — CWA) to uphold process integrity and mitigate operational risks.
  • Collaborate with Incident and Problem Management teams to analyze change-related incidents, implement preventive measures, and enhance overall service resilience.
• Tooling & Reporting:
  • Administer and optimize the Change Management module within the organization’s ITSM platform (e.g., ServiceNow, Jira Service Management, or BMC Remedy) to streamline workflows and improve efficiency.
  • Generate and present KPI dashboards, trend analyses, and SLA performance reports to senior management, providing data-driven insights into change management effectiveness.
  • Champion the adoption of pre-approved and standard change models to enhance operational agility while maintaining control and predictability.

Qualifications & Experience

To excel in this role, you must meet the following requirements:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent professional experience).
• Certifications: ITIL Foundation certification (v3 or v4) is mandatory; ITIL Change Management Practitioner or ITIL Managing Professional certification is highly preferred.
• Experience: Minimum of 4–6 years in IT Service Management, with at least 2 years dedicated to Change Management. Proven track record in chairing CAB meetings and managing high-risk, complex change processes is essential.
• Technical Proficiency: Strong hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or BMC Remedy. A deep understanding of enterprise IT environments, including infrastructure, cloud computing, networking, and applications, is required.
• Soft Skills: Exceptional communication, facilitation, and stakeholder management abilities. Demonstrated capacity to balance governance rigor with business agility in dynamic, fast-paced environments.
• Location: This position is based in Jeddah, Saudi Arabia.