Senior Consultant, I&O Operations Change Management

The Sr. Consultant continually improves the enterprise Change Management practice ensuring technology changes are assessed authorized scheduled implemented and reviewed through effective governance. The role balances business agility with operational risk protects service stability and provides trusted guidance to technology leaders delivery teams and business stakeholders.

This position requires strong leadership sound risk-based decision-making executive communication and the ability to influence teams across a complex global organization.

• Lead the end-to-end enterprise Change Management process and associated governance framework.
• Ensure changes are appropriately planned assessed authorized implemented validated and closed in accordance with established policies and controls.
• Provide governance oversight for high-risk business-critical emergency expedited and freeze-exception changes.
• Maintain clear standards procedures role accountabilities and minimum acceptance criteria for change records.
• Act as the senior escalation point for change-related governance risk and compliance concerns.

• Chair and facilitate Change Advisory Board (CAB) and Emergency CAB forums.
• Review change readiness including business impact technical risk implementation planning testing evidence validation approach resource availability communication and rollback readiness.
• Identify potential scheduling conflicts dependencies capacity constraints and periods of heightened business risk.
• Provide clear recommendations and support risk-based approval decisions while maintaining appropriate separation of responsibilities.

• Drive reduction in failed changes change-related incidents unauthorized activity and avoidable service disruption.
• Partner with Incident Major Incident Problem Release Infrastructure Application Network Security and business teams to strengthen operational resilience.
• Lead or support post-implementation reviews for failed backed-out and major incident-causing changes.
• Ensure lessons learned are translated into corrective actions control improvements training or process updates.

• Define monitor and report Change Management key performance and risk indicators.
• Prepare concise executive dashboards and governance updates covering change success failure trends change-induced incidents emergency and expedited change usage lead-time compliance approval compliance closure discipline and audit observations.
• Analyze performance trends identify systemic gaps and provide actionable recommendations to leadership.
• Track corrective actions to completion and demonstrate measurable process improvement.

• Maintain audit-ready evidence process documentation control records and governance artifacts.
• Support internal and external audits and lead remediation of Change Management findings.
• Periodically review process design and effectiveness against organizational requirements and recognized service management practices.
• Identify opportunities for workflow simplification automation data quality improvement and stronger preventive controls within the ITSM platform.

• • Build trusted relationships with senior technology leaders business stakeholders technical approvers change requesters and service management teams.
  • Influence without authority and resolve conflicts while protecting business priorities and governance requirements.
  • Mentor Change Managers and Change Coordinators and provide practical coaching to process participants.
  • Develop targeted training and awareness initiatives to improve process understanding accountability and adoption.

• Bachelors degree in Information Technology Computer Science Engineering Business Administration or a related field or equivalent relevant experience.
• 10 years of extensive experience in IT Service Management technology operations governance or operational risk including significant hands-on Change Management leadership experience.
• Proven experience leading CAB or equivalent governance forums in a large complex or global organization.
• Strong working knowledge of ITIL Change Enablement practices risk assessment audit controls and service management integration.
• Demonstrated ability to engage senior stakeholders challenge constructively and make balanced risk-based recommendations.
• Experience using an enterprise ITSM platform; ServiceNow experience is preferred.
• Strong analytical facilitation written communication and executive presentation skills.

• ITIL 4 Foundation certification; advanced ITIL certification is an advantage.
• Experience with operational risk compliance or audit frameworks.
• ServiceNow certification or practical experience improving Change Management workflows and reporting.
• Experience supporting highly regulated business-critical or 24x7 technology environments.