Manager - Service Management (Change Managment Leader)

Locations: This role will require a 4-day hybrid work schedule in one of our primary organizational hubs including: Johnston, RI - Pittsburgh, PA - Phoenix, AZ - Westwood or Medford, MA - Charlotte, NC - Plano, TX - Iselin, NJ 

Position Summary
The Manager, Service Management, Enterprise Change Management provides leadership and accountability for enterprise wide Change Management across technology and application platforms. This role leads a team of Service Management Specialists, governs and matures Change Management processes, and ensures changes are executed in a controlled, compliant, and efficient manner within a highly regulated financial services environment. The role maintains a strong focus on Change Management leadership and execution rather than ownership of broader operational resilience programs.

Key Responsibilities

Change Governance and Process Leadership
• Own and continuously improve the enterprise Change Management process aligned to ITIL principles and organizational objectives
• Define, maintain, and enforce Change Management policies, standards, procedures, and governance models
• Lead and develop a team of Change Management professionals to ensure consistent execution, quality, and compliance
• Drive maturity of Change Management practices to support enterprise scale, regulatory expectations, and transformation initiatives

ServiceNow Change Management Administration
• Own and enhance the ServiceNow Change Management module including workflows, approvals, automation, and integrations
• Partner with ServiceNow platform teams to optimize configuration, reporting, dashboards, and automation
• Ensure ServiceNow is consistently used as the system of record for all change activity and approvals

Risk and Impact Assessment
• Assess proposed changes for technical risk, business impact, operational readiness, and production stability
• Challenge change submissions to ensure alignment with risk tolerance, regulatory requirements, and service reliability expectations
• Ensure cybersecurity, regulatory, and audit controls are embedded throughout the change lifecycle

Change Advisory Board Leadership
• Chair and facilitate recurring Change Advisory Board meetings
• Ensure accurate documentation of decisions, approvals, actions, and follow ups
• Prioritize and sequence changes based on risk, business priority, and operational constraints

Execution Oversight and Communication
• Oversee execution of scheduled changes to ensure implementation plans, backout strategies, and validation steps are defined and followed
• Maintain and communicate enterprise change calendars to increase transparency and minimize conflicts
• Communicate change impacts, risks, and schedules to technology and business stakeholders

Post Implementation Review and Continuous Improvement
• Lead post implementation reviews and root cause analysis for failed or high impact changes
• Analyze metrics, KPIs, and trends to reduce change related incidents and improve outcomes
• Promote a culture of continuous improvement, accountability, and operational excellence

Compliance and Audit Coordination
• Ensure Change Management practices meet internal policy, regulatory, and audit requirements for financial institutions
• Prepare documentation, reporting, and evidence for internal and external audits
• Maintain complete and accurate records of approvals, decisions, and controls

Stakeholder Engagement and Training
• Build strong partnerships with technology teams, business leaders, and risk and audit partners
• Provide training, coaching, and guidance on Change Management processes and ServiceNow usage
• Act as a trusted advisor on change related risk, governance, and best practices

Required Qualifications

Education
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field

Experience
• Five to seven plus years of experience in IT Change Management within a large scale enterprise environment
• Demonstrated experience implementing, governing, and maturing ITIL based processes
• Hands on experience with ServiceNow ITSM with direct ownership of the Change Management module

Certifications
• ITIL Foundation required, Intermediate or Expert preferred
• ServiceNow System Administrator or Implementation Specialist strongly preferred

Technical Skills
• Strong proficiency with ServiceNow Change workflows, approvals, automation, and reporting
• Working knowledge of CMDB, Incident Management, Problem Management, and Release Management

Professional Skills
• Strong communication, presentation, and documentation skills
• Proven leadership, influence, and consensus building capabilities
• Advanced analytical, risk assessment, and problem solving skills

Desired Competencies
• Strategic thinker able to align Change Management to enterprise stability and transformation goals
• Experience with Lean, Six Sigma, or other process improvement methodologies
• Strong relationship building, negotiation, and conflict resolution skills
• Ability to operate effectively in fast paced, highly regulated environments
• Customer focused mindset with a commitment to delivering reliable, high quality IT services

Pay Transparency
The salary range for this position is $150,000 to $190,000 per year, plus eligibility for an annual discretionary bonus. Actual compensation is based on factors including work location, skills, and experience.

Benefits
Citizens offers competitive compensation and comprehensive benefits including medical, dental, and vision coverage, retirement benefits, parental leave, flexible work arrangements, education reimbursement, wellness programs, and more. Citizens paid time off exceeds local and state paid leave requirements. For additional benefits information, visit https://jobs.citizensbank.com/benefits.

Equal Opportunity Statement
Citizens is an equal opportunity employer and is committed to fostering an inclusive environment for all colleagues.