Project Manager
Job Description
Responsibilities:
1. Change Process Governance and Optimization
• Own and continuously improve the end‑to‑end Change Management process for Managed Services engagements.
• Establish and enforce standardized change classification, lifecycle stages, approval paths, and success criteria.
• Ensure alignment with ITIL v3/v4, Managed Services standards, and customer governance requirements.
• Act as the primary Change Management authority in collaboration with SOMs, delivery teams, and customer stakeholders.
2. Audit, Documentation, and Compliance
• Ensure all changes are fully documented and traceable within ServiceNow.
• Produce and maintain audit‑ready artifacts including change logs, approval records, risk assessments, and post‑implementation reviews.
• Support internal and external audits by providing accurate change history, metrics, and evidence of compliance with agreed controls and segregation of duties.
3. Environment Tracking and Release Readiness
• Maintain visibility of customer environments (production and non‑production) and planned change activity.
• Coordinate release readiness activities, including dependency checks, blackout periods, and alignment to customer business calendars.
• Ensure changes are sequenced and scheduled to minimize risk and operational disruption.
4. Risk Analysis and Approval Coordination
• Perform structured risk and impact analysis for all medium and large changes.
• Facilitate Change Advisory Board (CAB) processes, including preparation, approvals, deferrals, and emergency change handling.
• Coordinate approvals across internal teams and customer stakeholders, ensuring informed decision‑making and accountability.
5. Extensions and Impact Analysis
• Assess the impact of extensions, enhancements, integrations, and configuration changes across the application landscape.
• Work closely with technical teams to ensure changes adhere to extensibility and architectural best practices.
• Identify downstream impacts to support, upgrades, compliance, and long‑term maintainability.
6. KPI and Metrics Management
• Define, track, and report key Change Management KPIs, such as change success rate, rollback frequency, emergency change volume, and post‑change incidents.
• Provide regular insights and recommendations to drive improved outcomes and process maturity.
• Use metrics to support continuous improvement initiatives and executive‑level reporting.
7. Technical Oversight
• Apply strong technical judgment when evaluating change feasibility, dependencies, and risk.
• Translate technical detail into clear, business‑focused change narratives for stakeholders.
• Act as a bridge between technical delivery teams and service governance, leveraging experience similar to a Service Operations Manager (SOM).
8. Continuous Improvement
• Identify opportunities to simplify, standardize, and automate change processes using ServiceNow.
• Contribute to the evolution of Managed Services Change Management standards and playbooks.
• Support the creation of a scalable, repeatable Change Management model for future customers.
Qualifications & Experience:
Technical & Professional
• Strong knowledge of ITIL v3/v4 change management practices and service operations using ServiceNow.
• Prior experience in Managed Services and ERP/enterprise applications products preferred
• Experience interpreting technical constraints, environments, deployments, and integrations—preferably with a background in Service Operations Management, with Change Management experience.
Soft Skills:
• Excellent communication and stakeholder‑management skills.
• Strong analytical and documentation ability; comfortable producing audit and compliance artifacts.
• Able to work independently within an outcome‑based framework.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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