US: Service Desk Change Manager

What success looks like in this role:

Responsible for managing and coordinating IT changes through the organization's Change Management process, ensuring changes are properly assessed, approved, scheduled, implemented, and reviewed with minimal impact to business operations.

Key Responsibilities

Manage and coordinate Standard, Normal, and Emergency Changes within the IT environment.

Review Change Requests (CRs) for completeness, risk, impact, implementation and rollback plans.

Coordinate Change Advisory Board (CAB) meetings and obtain required approvals.

Ensure changes are scheduled appropriately to avoid business disruption and conflicts.

Monitor change implementation and ensure adherence to approved plans.

Coordinate with Service Desk, Infrastructure, Application, Network, Security and other IT teams.

Track failed, rejected, unauthorized and emergency changes and drive corrective actions.

Maintain accurate change records and documentation in ITSM system.

Perform Post Implementation Reviews (PIR) for failed or high-risk changes.

Monitor Change Management KPIs such as change success rate, change failure rate, emergency changes and unauthorized changes.

Identify opportunities to improve the Change Management process and increase automation.

Ensure compliance with ITIL processes, internal policies and audit requirements.

Support major incidents where emergency changes are required to restore services quickly.

You will be successful in this role if you have:

ITIL / IT Service Management knowledge

ServiceNow Change Management

Incident, Problem and Change Management processes

Risk and impact assessment

CAB coordination

Stakeholder management

Reporting and KPI analysis

Strong communication and coordination skills

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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