SeniorAdministrator - Change Management, ServiceNow

Change and Release Manager Role Summary The Change & Release Manager is responsible for governing the end-to-end Change and Release Management processes to ensure controlled, risk-mitigated and successful implementation of changes into production environments. The role drives change governance, CAB management, release planning, compliance, risk assessment, stakeholder communication and continuous improvement, ensuring service stability while enabling business transformation. Key Responsibilities Change Management • Own and govern the Change Management process across the organization. • Review, assess and approve change requests for completeness, impact, risk, implementation, rollback and testing plans. • Ensure changes are correctly categorized (Standard, Normal, Emergency). • Monitor the entire lifecycle of changes from submission through closure.

Key Responsibilities

Maintain the Forward Schedule of Changes (FSC) and resolve scheduling conflicts. CAB Governance and Risk Management • Plan, organize and chair CAB (Change Advisory Board) and Emergency CAB meetings. • Drive risk assessment and impact analysis for proposed changes. • Ensure all required approvals are obtained before implementation. • Manage change-related escalations and compliance issues. • Minimize failed changes and reduce service disruptions resulting from change activities. Release Management • Own end-to-end Release Management lifecycle including planning, scheduling, deployment, validation and closure. • Define release scope, deployment models, release strategies and resource requirements. • Coordinate with development, testing, infrastructure, application and business teams for release execution. • Maintain release calendars and deployment schedules. • Ensure successful rollout of software, infrastructure and application releases into production. Service Stability and Compliance • Ensure changes comply with organizational policies, audit requirements and governance standards. • Monitor change success rates, emergency changes, failed changes and change-induced incidents. • Conduct Post Implementation Reviews (PIRs) and identify improvement opportunities. • Drive continuous process maturity and control effectiveness. Stakeholder Management • Collaborate with Service Owners, Application Teams, Infrastructure Teams, Vendors and Business Stakeholders. • Provide regular reporting on change and release performance. • Act as the primary escalation point for change and release-related issues. Skill Requirements Support executive governance and customer service review meetings Continuous Improvement & Automation • Identify opportunities to automate change workflows and release processes. • Drive standardization and adoption of best practices. • Leverage ITSM tools and dashboards for operational visibility and governance. • Support DevOps and Agile initiatives while maintaining governance controls. Required Skills & Experience • 6–8 years of experience in IT Service Management, Change Management, Release Management or Service Operations. • Hands-on experience managing enterprise-wide Change and Release processes. • Experience conducting CAB/E-CAB meetings and governance reviews. • Exposure to large-scale applications, infrastructure, cloud and digital transformation environments. • Strong understanding of ITIL Change, Release, Incident, Problem and Configuration Management processes. Preferred Qualifications • ITIL v3 / ITIL 4 Certification • ServiceNow Change and Release Management modules • Experience with dashboarding and operational analytics