US: Service Desk Change Manager

Role overview Coordinate changes across an IT environment so that updates are assessed, approved, scheduled, implemented, and reviewed with minimal disruption to business services. The role works across technical teams and governance groups, maintaining clear change records and using outcome data to improve the process.

Responsibilities - Manage standard, normal, and emergency change requests through the organization’s change process. - Check requests for completeness, risk and service impact, implementation steps, and rollback plans. - Arrange Change Advisory Board reviews and approvals, and coordinate schedules to avoid service conflicts. - Monitor implementation against approved plans and coordinate with service desk, infrastructure, applications, network, security, and other teams. - Track failed, rejected, unauthorized, and emergency changes; conduct post-implementation reviews for failed or high-risk work and drive corrective actions. - Maintain IT service management records, report change performance measures, and identify process or automation improvements.

Requirements - Knowledge of ITIL or comparable IT service management practices. - Familiarity with change management in ServiceNow or a similar IT service management platform. - Understanding of incident, problem, and change processes, including risk and impact assessment. - Experience coordinating review boards, approvals, schedules, and stakeholders. - Ability to analyze operational measures and communicate clearly across technical teams.

Benefits and work setup The role may involve access to export-controlled technology; applicants must be eligible for any required U.S. government authorizations.