Regional Change Manager

CAD $115,000 - $130,000

Summary of the Role

An experienced ServiceNow Change Management Specialist to optimize our end-to-end change management process supported by ServiceNow. The candidate will be expected to ensure all technology changes are consistently assessed, documented, approved, and implemented at pace with clear governance and managed/minimized business risk . This is an on-site role in Buffalo, NY (5 days/week) for at least 6 12 months .

Key Responsibilities

• Operate and continuously improve the end-to-end Change Management process in ServiceNow.
• Validate our highest risk and highest impact change requests for completeness, risk, and policy adherence. Facilitate the AI automation of Change review.
• Facilitate and/or support CAB meetings with the right representation and clear decision documentation and tracking of follow-up instructions.
• Manage the change calendar -spot conflicts, honor blackout periods, and reduce scheduling risk.
• Support KPI reporting on change performance (e.g., emergency rate, failure rate, unplanned downtime, change duration).
• Act as the ServiceNow Change module SME , including configuration, workflow design, approval routing, and integrations across Incident and Problem domains .
• Configure and maintain workflows, approvals, notifications, and forms; ensure data integrity across related tables (e.g. CSDM, CMDB).
• Partner with platform/development teams to drive enhancements, automation, and integrations that improve efficiency (e.g. AI automation of tasks to uplift Change Manager productivity).
• Ensure accurate CI, Service and Service Offering usage for each change.

Stakeholder Engagement

• Serve as the US go-to point of contact for change management questions across IT teams.
• Build strong operating rhythm with CAB stakeholders (Board Members) , ensuring decisions are timely, well-recorded, and enforceable.
• Partner closely with Incident and Problem Management to align ITSM processes and reduce change-related incidents. Ultimately drive MTTR lower.
• Communicate policy and process updates clearly to both technical and non-technical audiences.

Training and Certifications

• Required: ITIL 4 Foundation certification.
• Strongly preferred: ITIL 5 Foundation.
• Nice to have: Higher-level ITIL certifications (e.g., ITIL Practice Manager, ITIL Managing Professional). COBIT 5 certification a plue.
• Nice to have: ServiceNow certifications: Certified System Administrator (CSA), CIS-ITSM. Current Course work in ServiceNow ITSM modules.

Required Qualifications

• 7+ years in IT Service Management with a strong emphasis on Change Management /Change Enablement.
• ServiceNow , experience from a service provider perspective. Not the service consumer's perspective.
• Proven experience supporting or facilitating CAB processes.
• Working knowledge of CMDB structure and CI relationships .
• Strong analytical capability-able to interpret change/incident data and identify patterns and trends. Looking for someone to pull the "so what" out of a data analysis and effectively communicate it to a diverse audience.
• Excellent written and verbal communication, including the ability to explain process and technical topics to non-technical and executive stakeholders.
• Experience producing dashboards/reporting in ServiceNow (Performance Analytics and reporting module).
• Strong alignment to ITIL best practices and internal governance expectations.

Desired Qualifications

• Experience in a financial services industry (banking and trading highly desireable).
• Experience driving change automation .
• Have a firm grasp on DevOps/CI-CD change .

Desired Results

• A measurable reduction in unauthorized and emergency changes .
• Improved change success driving fewer change-related incidents.
• Audit-ready change records with accurate documentation and on-demand reporting that stands up to scrutiny.

Regional Change Manager - Job Description

The Regional Change Manager is responsible for leading and managing the Change Enablement function within Technology at a regional level. The role defines and deploys the area's strategy, methodology, and tooling , drawing on experience and industry best practice , to ensure high-quality change, minimise operational risk, and drive continuous improvement.

Process - Governance and continuous improvement

• Lead and champion the Change Enablement process across the region, ensuring adherence to policies, operating instructions, procedures, and best practices.
• Assess change impacts and organisational readiness to mitigate risks effectively.
• Analyse service disruptions caused by change and ensure learnings are converted into improvement actions .
• Manage escalations and priority requests from SM OpCo or Regional Senior Leadership.
• Drive operational improvements by identifying process/performance opportunities to increase efficiency and align with business needs.
• Contribute to multiple improvement initiatives aligned to overall Change Enablement goals.
• Lead delivery of key Change Enablement programmes in the region.
• Identify and remediate process gaps/inefficiencies , partnering with Regional teams, P&T, Insight & Enablement, and/or PG Teams to ensure a consistent approach.

People - Collaboration and personal leadership

• Hold line management responsibility for the regional Change Enablement team.
• Ensure the team has the right capacity, capabilities, skills, and knowledge to deliver objectives.
• Ensure consistent execution of processes and governance across the region.
• Manage performance by identifying and addressing shortfalls.
• Provide coaching and mentoring to support individual and team development.
• Lead by example through continuous self-development and a continuous improvement mindset.
• Collaborate with peer Change Enablement colleagues, BGIs , and the wider Change community to improve change quality and support adoption of initiatives delivered by the P&T team.

Change - Consultancy, quality, and decision forums

Collaboration and consultancy

• Provide expert consultancy to regional teams, BGIs , and stakeholders to support adoption of service improvements and new ways of working.
• Partner with support teams and functions to ensure consistent execution of Change Enablement processes, including for new technologies .
• Build and maintain effective working relationships with Technology colleagues, business partners, and regional stakeholders.
• Act as the primary point of contact between regional teams and the Global Change Enablement Team , as required.
• Provide expert advice on the global Change Enablement process when needed.
• Deliver regional KPIs , contributing to global outcomes.

Change request quality

• Oversee quality analysis and evaluation of change requests, ensuring remedial actions are captured and closed before implementation.
• Ensure sample changes are validated using the change quality assessment criteria.
• Champion " Good Change Quality ", promoting consistent standards and raising the quality bar.

Change Advisory Board (CAB)

• Ensure effective management of the Change Advisory Board (CAB) process.
• Leverage the diverse expertise of CAB members to bring different perspectives before final decisions are made.
• Recommend CAB process improvements and manage escalations raised by CAB members.

Data, reporting, and tooling (Insights & Tooling)

• Drive Management Information (MI) via the Reporting team, ensuring insights are meaningful for stakeholders at different levels.
• Use relevant ServiceNow dashboards to support data-led discussions.
• Advanced Excel skills (highly desirable).
• Knowledge of Qlik Sense to enable insight-driven conversations with stakeholders (as required regionally).

AI usage - Exploring use cases

• Experience with, or a strong interest in learning and exploring, the applicability of AI (non-technical implementation) for different use cases within Change Enablement.