Change Manager

Public Service Enterprise Group - Bethpage, NY

Full-time - Mid Level

Remote - Bethpage, NY

10,001+ employees

Utilities

About the position

A Change Manager in IT Service Management (ITSM) plays a crucial role in ensuring the successful planning, execution, and control of changes to IT systems and services. This role is a strategic leader who possesses a strong background in IT service management (ITSM) and change management. This requires problem-solving skills gained from experience and applying expertise to improve current ITSM and change management processes through strategic design. The Change Manager enforces standardized processes for requesting, evaluating, and implementing changes, ensuring that changes are thoroughly evaluated, tested, and fully assessed for risk before approvals are attained and a change is implemented. The rigor of this position reduces the likelihood of change failures that could disrupt services. Responsibilities include maintaining and improving process effectiveness (quality), process efficiency (cost), and process performance (throughput) through providing knowledge, expertise, and training on the use of the Change Management process and tools. The Change Manager builds confidence and trust through effective communication among stakeholders, including IT teams, business units, and management. They review change requests to ensure appropriate rigor, discipline, consistency, and predictability is applied across the entire organization with respect to how changes are submitted, reviewed, approved, and deployed. Additionally, they validate change requests to identify potential issues, minimizing impact to users and operations, and ensure compliance with regulatory standards and requirements. The Change Manager assesses risks that may disrupt services or compromise security, ensuring that changes are thoroughly evaluated, tested, and approved before implementation. They prioritize, schedule, and coordinate changes to minimize service disruptions during critical business hours, improving service availability and reliability. The role also involves challenging, educating, and pushing back on proposed change deployments that do not meet requirements, conducting Post Implementation Reviews on closed changes to assess quality, and gathering, tracking, and publishing Process Metrics, Key Performance Indicators (KPIs), and Insights. Analyzing the outcomes of changes to identify areas for improvement and maintaining detailed records of all changes provides an audit trail of decisions made and actions taken.

Responsibilities

• Maintain and improve process effectiveness (quality), process efficiency (cost), and process performance (throughput) through providing knowledge, expertise, and training on the use of the Change Management process and tools.
• Enforce application of standardized processes for requesting, evaluating, and implementing changes.
• Build confidence and trust through effective communication among stakeholders, including IT teams, business units, and management.
• Review change requests to ensure appropriate rigor, discipline, consistency, and predictability is applied across the entire organization with respect to how changes are submitted, reviewed, approved, and deployed.
• Validate change requests have been fully vetted and tested to identify potential issues, minimizing impact to users/operation.
• Review the change to ensure compliance with regulatory standards and requirements.
• Assess risks that may disrupt services or compromise security and ensure that changes are thoroughly evaluated, tested, and approved before implementation.
• Ensure changes are prioritized, scheduled, and coordinated to minimize service disruptions during critical business hours, improving service availability and reliability.
• Challenge, educate, and push back on proposed change deployments that do not meet requirements to ensure that the change review is robust and that the risk and impact to the services is understood and acceptable.
• Conduct Post Implementation Reviews on closed changes to assess quality.
• Gather, track, and publish Process Metrics, Key Performance Indicators (KPIs), and Insights.
• Analyze the outcomes of changes to identify areas for improvement.
• Maintain detailed records of all changes, providing an audit trail of decisions made and actions taken.

Requirements

• Bachelor's Degree in Business, Information Technology, Information Systems, Computer Science, or related field.
• Six (6) years of change management experience.
• Ability to think analytically and find innovative ways to improve existing processes.
• Excellent communication skills; able to effectively collaborate with stakeholders across the organization.
• Exceptional knowledge of ITIL best practices.
• Able to lead, influence, and mentor others without direct authority.
• Ability to prioritize work assignments, setting priorities to successfully complete projects and analyses while responding to timely change requests on time.
• Experience working in a highly technical environment, with the ability to drive discussion with technical and non-technical teams.
• Ability to assert and hold one's ground in matters of policy enforcement and compliance.
• Excellent written and verbal communication skills, with the ability to effectively communicate up and down the various levels of the organization and a willingness to speak up about issues with senior management.
• Strong problem-solving skills with the ability to identify issues and bring them to a resolution.
• Ability to effectively multi-task and switch between different mandates of the role.
• Ability to develop trust and respect with senior leadership.
• Willingness and ability to adapt to change.

Nice-to-haves

• ITIL3/4 Certification required; ITIL Strategist.

Benefits

• Medical, vision, and dental insurance coverage starting on day one.
• Well-being and behavioral health programs.
• 401(k) retirement program with company match.
• Company paid life insurance.
• Tuition reimbursement.
• Minimum of 18 days of paid time off per year.