Remote job
Service Manager - Change Management
Job details
About this role
Role overview
Manage the lifecycle of infrastructure changes in a production environment, from request intake and risk review through implementation coordination and post-change learning. The role works across operations, engineering, release, security, compliance, and quality teams to keep changes controlled, documented, and aligned with business and audit needs.
Responsibilities
- Review and classify change requests for completeness, testing evidence, risk, implementation steps, validation, and rollback plans. - Schedule changes within approved windows, maintain the change calendar, and lead weekly advisory board meetings. - Coordinate implementation communications and real-time visibility among DevOps, SRE, QA, NOC, and other stakeholders. - Maintain request records and change history; support emergency changes and retrospective reviews after incidents. - Coordinate changes tied to releases, and participate in release readiness or go/no-go discussions when needed. - Review changes that cause service impact, record lessons learned, and contribute to performance reporting and process improvement.
Requirements
- At least 3 years in change management, service management, incident or problem management, or a related role. - Experience managing changes in ITIL-aligned environments and coordinating technical teams or advisory board meetings. - Familiarity with cloud or distributed infrastructure; AWS, Kubernetes, and DevOps practices are preferred in the source. - Experience in regulated environments and with ITSM and collaboration tools such as Jira, ServiceNow, Confluence, or Slack. - Strong written and verbal communication, analytical judgment, and attention to detail. - Practical ability to use AI assistants or workflow automation for change documentation, request reviews, routing, and stakeholder updates.
Nice to have
- Experience creating AI-enabled skills or agents within ITSM tools, or writing prompts for consistent operational documents. - Formal training or certification in AI literacy.