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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager - Service Management (Change Management... - **Company:** CITIZENS INC - **Location:** Charlotte, NC, United States - **Experience:** Expert - **Salary:** $150,000.0 - $190,000.0 - **Contract:** Permanent contract - **Skills:** Configuration Management Databases, Release Management, Information Technology, Servicenow - **Published:** June 18, 2026 - **Apply:** https://www.juju.com/job/00000000g8tl7b ## About the Role * Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field Experience * Five to seven plus years of experience in IT Change Management within a large scale enterprise environment * Demonstrated experience implementing, governing, and maturing ITIL based processes * Hands on experience with ServiceNow ITSM with direct ownership of the Change Management module Certifications * ITIL Foundation required, Intermediate or Expert preferred * ServiceNow System Administrator or Implementation Specialist strongly preferred Technical Skills * Strong proficiency with ServiceNow Change workflows, approvals, automation, and reporting * Working knowledge of CMDB, Incident Management, Problem Management, and Release Management Professional Skills * Strong communication, presentation, and documentation skills * Proven leadership, influence, and consensus building capabilities * Advanced analytical, risk assessment, and problem solving skills Desired Competencies * Strategic thinker able to align Change Management to enterprise stability and transformation goals * Experience with Lean, Six Sigma, or other process improvement methodologies * Strong relationship building, negotiation, and conflict resolution skills * Ability to operate effectively in fast paced, highly regulated environments * Customer focused mindset with a commitment to delivering reliable, high quality IT services ## Description The Manager, Service Management, Enterprise Change Management provides leadership and accountability for enterprise wide Change Management across technology and application platforms. This role leads a team of Service Management Specialists, governs and matures Change Management processes, and ensures changes are executed in a controlled, compliant, and efficient manner within a highly regulated financial services environment. The role maintains a strong focus on Change Management leadership and execution rather than ownership of broader operational resilience programs., Change Governance and Process Leadership * Own and continuously improve the enterprise Change Management process aligned to ITIL principles and organizational objectives * Define, maintain, and enforce Change Management policies, standards, procedures, and governance models * Lead and develop a team of Change Management professionals to ensure consistent execution, quality, and compliance * Drive maturity of Change Management practices to support enterprise scale, regulatory expectations, and transformation initiatives ServiceNow Change Management Administration * Own and enhance the ServiceNow Change Management module including workflows, approvals, automation, and integrations * Partner with ServiceNow platform teams to optimize configuration, reporting, dashboards, and automation * Ensure ServiceNow is consistently used as the system of record for all change activity and approvals Risk and Impact Assessment * Assess proposed changes for technical risk, business impact, operational readiness, and production stability * Challenge change submissions to ensure alignment with risk tolerance, regulatory requirements, and service reliability expectations * Ensure cybersecurity, regulatory, and audit controls are embedded throughout the change lifecycle Change Advisory Board Leadership * Chair and facilitate recurring Change Advisory Board meetings * Ensure accurate documentation of decisions, approvals, actions, and follow ups * Prioritize and sequence changes based on risk, business priority, and operational constraints Execution Oversight and Communication * Oversee execution of scheduled changes to ensure implementation plans, backout strategies, and validation steps are defined and followed * Maintain and communicate enterprise change calendars to increase transparency and minimize conflicts * Communicate change impacts, risks, and schedules to technology and business stakeholders Post Implementation Review and Continuous Improvement * Lead post implementation reviews and root cause analysis for failed or high impact changes * Analyze metrics, KPIs, and trends to reduce change related incidents and improve outcomes * Promote a culture of continuous improvement, accountability, and operational excellence Compliance and Audit Coordination * Ensure Change Management practices meet internal policy, regulatory, and audit requirements for financial institutions * Prepare documentation, reporting, and evidence for internal and external audits * Maintain complete and accurate records of approvals, decisions, and controls Stakeholder Engagement and Training * Build strong partnerships with technology teams, business leaders, and risk and audit partners * Provide training, coaching, and guidance on Change Management processes and ServiceNow usage * Act as a trusted advisor on change related risk, governance, and best practices ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [How to govern Vibe Coding for the Enterprise](https://www.wearedevelopers.com/videos/100290-how-to-govern-vibe-coding-for-the-enterprise) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Software Rollouts Are a People Problem: Meet the Nine Change Management Monsters](https://www.wearedevelopers.com/videos/2109-software-rollouts-are-a-people-problem-meet-the-nine-change-management-monsters) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [It's not easy being green](https://www.wearedevelopers.com/videos/558-it-s-not-easy-being-green) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Should Tech Managers Be Developers First? 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