Senior Specialist, Change Management

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Senior Specialist, Change Management

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Senior Specialist, Change Management

primary responsibilities / key result areas

• End-to-End Change Lifecycle Management: Provide governance oversight of the full lifecycle of Change Requests, ensuring compliance with Change Management policies, procedures, and standards. Challenge and guide change owners to maintain high-quality submissions, appropriate risk assessments, robust implementation and backout plans, and effective post-implementation validation. Drive accountability for successful change execution and closure.
• Process Compliance & Governance Oversight: Monitor, measure, and report adherence to Change Management policies and controls across all O&E domains. Identify process deviations, systemic issues, and areas of non-compliance, coordinating corrective and preventive actions as required. Perform regular audits of the change backlog, ensuring bottlenecks are addressed and governance standards are consistently maintained. Develop and maintain dashboards, KPIs, reporting, and governance metrics to provide operational insights and support data-driven decision-making.
• Project Management: Lead strategic projects and process improvement initiatives, produce executive-level KPI and performance reports, and present business-focused insights, risks, and recommendations to senior leadership while driving stakeholder alignment and organizational objectives through strong communication and project management capabilities.
• CAB & CCB Leadership and Approval Coordination: Lead, facilitate, and coordinate Change Advisory Board (CAB), Critical Change Board (CCB), Emergency Change, and other governance forums. Drive the end-to-end approval process for high-risk, business-critical, and complex changes, ensuring appropriate stakeholder engagement and timely decision-making. Challenge change submissions where necessary to confirm that risks, dependencies, customer impacts, resource requirements, and implementation plans are fully evaluated and documented. Escalate significant risks and governance concerns to leadership when appropriate.
• Risk Management & Operational Stability : Act as a key authority in evaluating change-related risks and their potential impact on customers, services, and infrastructure. Analyze change trends, incidents, and post-implementation reviews to identify recurring issues and opportunities for risk reduction. Partner with operational and engineering teams to strengthen risk-based decision-making and improve overall operational resilience.
• ITIL Practice Management & Continual Improvement: Drive continual improvement initiatives for the Change Management practice by analyzing KPIs, audit findings, incident data, stakeholder feedback, and industry best practices. Identify opportunities to streamline workflows, improve governance effectiveness, increase automation, and enhance organizational maturity. Ensure the Change Management practice remains aligned with ITIL principles and evolving business needs.
• Stakeholder Coaching, Training & Enablement: Serve as a trusted advisor and primary point of contact for Change Management governance matters. Coach and mentor stakeholders, CAB members, engineers, service owners, and vendors on change processes, approval requirements, risk evaluation, and governance expectations. Lead the development and delivery of training programs, awareness campaigns, and certification initiatives to strengthen organizational understanding and adoption of Change Management best practices.
• Documentation & Knowledge Management : Ensure Change Management policies, procedures, standards, templates, and supporting documentation remain accurate, current, and aligned with ITIL and SES standards. Collaborate with process owners and technical writers to maintain a robust knowledge base that supports effective governance and operational consistency.
• Process Discipline & Detail Orientation: Strong understanding of ITIL Change Management principles and the rigor required to ensure accurate documentation and governance.
• Analytical & Risk Assessment Skills: Strong ability to evaluate change impacts, identify hidden risks, analyze trends, and recommend mitigation strategies that protect operational stability.
• Communication & Facilitation: Excellent written and verbal communication skills with experience facilitating governance forums, presenting performance metrics, and engaging diverse technical and business audiences.
• Continuous Improvement Mindset: Proactive in identifying inefficiencies, proposing enhancements, and working with leadership to streamline the process.
• Cross-Functional Collaboration: Ability to build effective relationships across NOCs, Engineering, Service Operations, Product, Vendors, and Leadership teams to ensure consistent application of Change Management standards and practices.

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