Senior Consultant, I&O Operations - Change Management

Job Purpose and Impact

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.

Key Accountabilities

Change Governance and Control

• 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.

CAB Leadership and Change Readiness

• 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.

Operational Risk and Service Stability

• 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.

Performance, Reporting, and Insights

• 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.

Audit, Compliance, and Continuous 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.

Stakeholder Leadership and Capability Building

• • 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.

Qualifications

Required Qualifications

• Bachelor's 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.

Preferred Qualifications

• 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.