IT Change Manager

About the Role

The IT Manager – Change Management reports to the IT Service Delivery Manager and acts as the Process Owner for Change Management. In this role you will own the end‑to‑end lifecycle of change across the IT environment, ensuring robust controls, a structured standardised process, and protection of stability while minimising risk and service impact. You will also strengthen governance, manage risk, and drive process maturity by working with cross‑functional teams to review dependencies, validate documentation, and assess process influences on successful change implementation. Success in this role means continuously advancing the Change Management process to strengthen governance, reduce risk and deliver well‑controlled, efficient changes. By proactively collaborating with stakeholders you will foster accountability, safeguard availability and ensure smooth completion of all changes and service requests in line with organisational objectives. • Manage full Change Management lifecycle aligned with ITIL best practices and audit compliance. • Lead and facilitate CAB meetings with structured governance and risk evaluation. • Ensure IT and business stakeholders own change records, approvals, and risk assessments. • Evaluate proposed changes for technical, business, security, and compliance impacts and recommend mitigations. • Maintain and share the Forward Schedule of Change for stakeholder visibility. • Collaborate with Asset and Configuration teams to keep accurate CI records in the CMDB for impact analysis. • Optimise ServiceNow Change Management workflow for accurate records and automation readiness. • Conduct post‑implementation reviews, capture lessons learned, and drive continuous improvement. • Align Change Management with Release and Deployment to integrate with DevOps and CI/CD pipelines. • Lead clear, customer‑focused change communications consistent with organisational standards. • Define and monitor actionable KPIs in ServiceNow Platform Analytics to identify bottlenecks and automation opportunities. • Maintain comprehensive documentation, guidelines, and work instructions for consistent delivery. • Develop and deliver training plans to promote Change Management adoption. • Research emerging ServiceNow capabilities, including automation and GenAI, to prepare future enhancements. • Apply analytical, process‑minded approaches using ITSM frameworks and data insights. • Remain customer‑centric, improving experience and delivering measurable gains. • Produce clear, high‑quality documentation that communicates complex information professionally. • Communicate confidently, influencing and negotiating with stakeholders. • Track percentage of changes using approved standard templates versus ad‑hoc requests. • Measure mean time to complete approved changes within planned windows. • Monitor percentage of changes without incidents, rollbacks, or service disruptions. • Measure proportion of changes executed through automated workflows versus manual effort. • Gather stakeholder feedback on CAB effectiveness and communication clarity. • Manage changes across multiple regions, time zones and complex organisational structures. • Influence and communicate effectively with technical teams, executives and non‑technical stakeholders. • Deliver structured training and produce clear, user‑friendly documentation. • Evolve Change Management processes, embed automation and drive ITIL maturity. • Support internal and external audits ensuring compliance with organisational and regulatory standards.

Key Responsibilities

• ▸servicenow
• ▸change management
• ▸cab meetings
• ▸cmdb integration
• ▸process automation
• ▸stakeholder communication

What You Bring

• Self‑manage, quickly grasp complex topics and devise actionable strategies. • Adaptable and resilient, embracing change while focusing on outcomes. • Demonstrated success managing ITSM processes (Change, Incident, Problem) per ITIL best practices. • Expertise in governance and risk assessment, including leading CAB meetings and rollback planning. • Broad technical knowledge of servers, networks, cloud and hybrid infrastructures for dependency mapping and CMDB analysis. • ITIL 4 Foundation or higher certification. • ServiceNow Certified System Administrator (CSA) or higher. • Familiarity with Service Desk Institute (SDI) framework. • Experience with ServiceNow Platform Analytics reporting.

Requirements

• ▸itil 4
• ▸servicenow
• ▸csa
• ▸itsm
• ▸cloud
• ▸cmdb

Benefits

Mott MacDonald is a global engineering, management, and development consultancy dedicated to delivering impactful work that shapes the future. With over 20,000 experts operating in more than 50 countries, we pride ourselves on an ever‑changing industry and transformative projects. As an employee‑owned business we invest in a safe, valued, and empowered workplace, offering flexible roles that let you excel in your specialty or broaden your experience within a community of global experts. Mott MacDonald supports flexible working to help staff achieve work‑life balance and welcomes candidates seeking career flexibility, with discussions possible at the interview stage. Our benefits package includes agile working, critical illness and compassionate leave, paternity leave, group life and medical insurance, career mobility options, global employment opportunities and extensive collaboration and knowledge‑sharing networks. • Agile working arrangements. • Critical illness and compassionate leave. • Paternity leave. • Group term life insurance and medical coverage. • Career mobility options. • Short‑ and long‑term global employment opportunities.

Work Environment

Office Full-Time