ITSM Change & Problem Manager

We are seeking an experienced ITSM professional to own and mature our Change Management and Problem Management practices in alignment with ITIL 4 best practices. This role drives operational stability by minimizing change-related disruptions and eliminating recurring incidents through rigorous root cause analysis.

Key Responsibilities:

Change Management
- Own the end-to-end change management process, from request intake through review, approval, scheduling, and post-implementation review.
- Chair the Change Advisory Board (CAB), facilitating risk assessment, impact analysis, and change scheduling.
- Evaluate change requests for completeness, risk, rollback viability, and business impact.
- Maintain the forward schedule of change and drive continuous reduction of failed and emergency changes.
- Report on change KPIs (change success rate, emergency change ratio, change-related incidents).

Problem Management
- Own reactive and proactive problem management, driving root cause analysis (RCA) for major and recurring incidents.
- Facilitate RCA sessions using structured techniques (5 Whys, Ishikawa/fishbone, Kepner-Tregoe).
- Maintain the known error database (KEDB) and track workarounds and permanent fixes.
- Partner with engineering and operations teams to prioritize and remediate problem records.
- Analyze incident trends to proactively identify systemic issues before they escalate.

General
- Continuously improve ITSM processes, tooling, and documentation.
- Produce metrics, dashboards, and executive reporting on change and problem performance.
- Coordinate across infrastructure, security, application, and service desk teams.