ITSM Change Manager / Release Manager (CM/RM) Leader

As the CM/RM Leader, you will guide change and release management within ITIL-aligned ITSM to deliver stable, high-quality services. You will lead cross-functional teams, governance, and collaboration with stakeholders and vendors to minimize risk and align deployments with business goals. You will drive continuous improvement, oversee CAB processes, and ensure clear communication and metrics-driven performance. This role offers a chance to shape how changes and releases are managed at scale and to impact service reliability.

• Develop, implement, and maintain change and release management policies and standards per ITIL
• Establish governance processes to ensure compliance and quality
• Lead and mentor Change Management and Release Management teams
• Approve and prioritize change requests with impact and risk assessments
• Coordinate CAB meetings and decision-making processes
• Monitor effectiveness of change implementation and adoption
• Plan, schedule, and coordinate releases with development, testing, and operations
• Manage release calendars, dependencies, and sequencing
• Ensure successful release deployments with minimal disruption
• Develop mitigation and contingency plans
• Act as primary point of contact for change and release activities
• Communicate upcoming changes/releases to stakeholders
• Provide status updates and manage expectations
• Identify opportunities to streamline and automate processes
• Implement tools/workflows to increase efficiency and visibility
• Define KPIs and metrics for change/release success
• Provide regular senior management reports on performance, incidents, and improvements
• Ensure adherence to policies, regulatory requirements, and industry standards
• Facilitate audits related to change and release management

• Bachelor's degree in Information Technology (as stated in qualifications)
• 15+ years in IT Service Management
• 至少5 years in a leadership role
• Strong ITIL knowledge and change/release management practices
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Management)
• Excellent leadership, communication, and stakeholder management skills
• Ability to lead cross-functional teams and manage multiple priorities
• Analytical and problem-solving skills with attention to detail

• leadership
• communication
• stakeholder management
• ITIL framework knowledge
• Change Management
• Release Management