IT Change Enablement, Request & Demand Manager

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

Summary:

The Manager of Change Enablement, Request & Demand Management is responsible for designing, establishing, governing, and operating Grifols' global Change, Request, and Demand Management disciplines within a low-maturity ITSM environment.

This role will formalize governance structures, define operational controls, and personally lead the execution of CAB/ECAB forums, structured request fulfillment standards, and disciplined demand intake and prioritization processes. The position bridges governance, operations, and platform enablement to ensure that changes, requests, and new demands are managed in a controlled, auditable, and value-driven manner aligned with ITIL best practices and regulatory requirements (SOX, GxP, GDPR).

Operating within Service Management & Performance, this role will move the organization from reactive and informal practices toward standardized, measurable, and enforceable governance.

Primary Responsibilities

• Design, document, and implement enterprise Change Enablement, Request Management, and Demand Management frameworks aligned to ITIL v4 and regulatory standards.
• Establish change classification models, risk scoring methodologies, approval hierarchies, testing validation requirements, and evidence standards.
• Personally schedule, facilitate, and govern Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, ensuring structured risk assessment and documented decision-making.
• Review and validate change records for completeness, CI impact analysis, rollback plans, and compliance evidence prior to authorization.
• Formalize standardized Request Management processes, including intake criteria, approval routing, SLA/OLA controls, and fulfillment governance across internal and external service providers.
• Design and operationalize a structured Demand Management intake and evaluation process to assess new enhancements, automation initiatives, compliance requirements, and service changes.
• Define demand qualification criteria incorporating business value, regulatory impact, risk exposure, feasibility, and operational capacity constraints.
• Facilitate structured demand review forums in alignment with governance standards and strategic priorities.
• Ensure traceability between demand decisions, approved changes, service catalogue updates, and implemented workflows.
• Partner with ServiceNow Platform Enablement to align workflows, catalog items, risk scoring, and automation models to approved governance standards.
• Monitor KPIs including change success rate, emergency change frequency, request fulfillment time, SLA adherence, demand backlog health, and implementation throughput.
• Maintain full audit traceability of approvals, risk assessments, validation documentation, and prioritization decisions.
• Identify process gaps, recurring control weaknesses, and automation opportunities to improve stability and efficiency.
• Drive consistent adoption and enforcement of governance standards across Service Desk, Deskside, Infrastructure, IT Asset Management, and MSP partners.
• Develop process documentation, training materials, and job aids to reinforce governance discipline and operational consistency.

Qualifications

• Bachelor's degree in Information Technology, Business, or related discipline; Master's preferred.
• Minimum 7+ years of IT Service Management experience with direct ownership of Change, Request, or Demand governance.
• Demonstrated experience establishing structured governance processes in transformation or low-maturity environments.
• Strong knowledge of ITIL v4 Change Enablement, Request Management, and Demand Management practices.
• Experience facilitating CAB/ECAB forums in regulated or compliance-driven organizations.
• Solid understanding of SOX, GxP, and GDPR implications for change control and demand governance.
• Hands-on experience with ServiceNow Change and Service Catalog modules.
• Strong analytical, facilitation, and stakeholder engagement skills.
• ITIL v4 certification required.

Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.

Location: NORTH AMERICA : USA : NC-Clayton:USNC0002 - Clayton


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