ITSM Change Manager || Mississauga, ON - Onsite || Fulltime FTE

ITSM Change Manager

Location: Mississauga, ON
Work Arrangement: Onsite
Employment Type: Fulltime FTE - Permanent

Experience: 8 10 Years

Job Description: We are seeking an experienced ITSM Change Manager to manage enterprise Change Management governance while also providing leadership during major incidents. The ideal candidate will have strong knowledge of ITIL, Change Management, CAB governance, Major Incident Management, stakeholder communication, incident coordination, and continuous improvement .

Qualifications

• 8 10 years of experience in IT Service Management , with significant experience in Change Management and Major Incident Management .

• Strong understanding of ITIL processes, principles, and best practices for Change and Incident Management.

• Proven experience managing enterprise IT changes across infrastructure, applications, network, security, and support environments.

• Strong experience facilitating Change Advisory Board (CAB) meetings and managing change governance.

• Excellent communication and interpersonal skills, with the ability to communicate complex technical information clearly to technical and business stakeholders.

• Ability to work effectively under pressure and manage multiple priorities during critical incidents and high-risk changes.

• Exceptional attention to detail, organization, documentation, and coordination skills.

• ITIL certification or other relevant IT Service Management certification is preferred.

Key Responsibilities

Change Management Governance

• Own and manage the end-to-end IT Change Management process in alignment with ITIL best practices.

• Review, assess, classify, and prioritize change requests based on risk, impact, urgency, and business criticality .

• Ensure all changes are properly documented, assessed, tested, approved, implemented, and closed.

• Ensure compliance with organizational policies, regulatory requirements, security standards, and audit controls.

• Monitor change performance and identify opportunities to improve governance and process effectiveness.

Change Advisory Board (CAB) Management

• Organize, facilitate, and lead Change Advisory Board (CAB) meetings.

• Coordinate with stakeholders, technical teams, business units, and leadership to review and approve planned changes.

• Ensure appropriate representation and participation from relevant teams.

• Document CAB decisions, approvals, actions, risks, exceptions, and follow-up items .

• Ensure high-risk and business-critical changes receive appropriate review and authorization.

Change Planning & Coordination

• Coordinate implementation schedules to minimize conflicts, service disruption, and business impact.

• Work closely with Infrastructure, Application, Security, Network, and Support teams to ensure successful change execution.

• Manage and maintain the Forward Schedule of Changes (FSC) .

• Communicate planned changes and implementation activities to relevant stakeholders.

• Monitor high-risk, emergency, and major changes throughout their lifecycle.

Major Incident Management

• Lead and drive Major Incident Management calls to ensure timely and effective incident resolution.

• Coordinate technical teams, stakeholders, vendors, and management during major incidents.

• Ensure appropriate resources are engaged and focused on restoring services as quickly as possible.

• Establish clear ownership, priorities, action items, and escalation paths during critical incidents.

• Maintain control of incident calls and ensure effective coordination until service restoration.

Incident Scribe & Documentation

• Act as the incident scribe during major incident calls when required.

• Accurately document discussions, technical findings, decisions, actions, owners, and timelines.

• Maintain a detailed and organized major incident log throughout the incident lifecycle.

• Ensure incident documentation is updated in real time and accessible to relevant stakeholders.

Stakeholder & Executive Communication

• Develop and distribute clear, concise, and timely communications regarding major incident status, business impact, and resolution progress.

• Tailor communications for executives, business stakeholders, technical teams, and support organizations .

• Manage and maintain incident communication templates, escalation protocols, and notification procedures.

• Ensure stakeholders receive regular updates throughout the incident lifecycle.

Post-Incident Review

• Facilitate Post-Incident Reviews (PIRs) following major incidents.

• Analyze incident response effectiveness, root causes, process gaps, and areas for improvement.

• Document lessons learned and recommended corrective actions.

• Track remediation activities through completion.

Monitoring & Reporting

• Track and report Major Incident and Change Management metrics, trends, and outcomes .

• Prepare regular management reports covering incident volumes, resolution times, change success rates, failed changes, risks, and improvement opportunities.

• Provide management and leadership with timely updates regarding critical incidents, resolution efforts, and areas of concern.

Continuous Improvement

• Identify opportunities to improve Change Management and Major Incident Management processes .

• Implement ITIL-aligned best practices, process improvements, and governance enhancements.

• Monitor industry trends and evolving ITSM practices.

• Drive initiatives that improve service stability, change success rates, incident response, and overall IT service quality.

Key Skills

ITSM | ITIL | Change Management | Major Incident Management | CAB | Change Advisory Board | Change Governance | Incident Management | Incident Coordination | ITIL Best Practices | Forward Schedule of Changes (FSC) | Change Risk Assessment | Stakeholder Management | Executive Communication | Incident Scribe | Post-Incident Review | PIR | IT Service Management | Continuous Improvement | Service Operations