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ITSM Change Manager / Release Manager (CM/RM) Leader
Ref No.: 25-00739
Location: Iselin, New Jersey
ITSM Change Manager / Release Manager (CM/RM) Leader
Location: Chicago, IL / Dallas Texas (Onsite)

Candidate should be local or willing to relocate


The CM/RM Leader is responsible for leading and overseeing the organization's change and release management functions within the IT Service Management (ITSM) framework. This role ensures that changes and releases are managed efficiently, risks are minimized, and deployment activities align with organizational goals. The leader facilitates collaboration across IT teams, stakeholders, and vendors to deliver stable, high-quality services and solutions.

Key Responsibilities
  • Develop, implement, and maintain policies, procedures, and standards for change and release management in alignment with ITIL best practices.
  • Establish and oversee Governance processes to ensure compliance and quality.
  • Lead, mentor, and manage the Change Management and Release Management teams.
  • Foster a culture of continuous improvement and high performance.
  • Approve, prioritize, and review change requests and ensure proper assessment of impact and risk.
  • Coordinate Change Advisory Board (CAB) meetings and decision-making processes.
  • Monitor the effectiveness of change implementation and adoption.
  • Plan and schedule releases in coordination with development, testing, and operations teams.
  • Manage release calendars, dependencies, and sequencing.
  • Ensure successful deployment of releases with minimal disruption.
  • Evaluate risks and impacts associated with changes and releases.
  • Develop mitigation and contingency plans as needed.
  • Act as the primary point of contact for change and release activities.
  • Communicate upcoming changes and releases to affected teams and users.
  • Manage expectations and provide status updates.
  • Identify opportunities to streamline and automate change and release processes.
  • Implement tools and workflows to increase efficiency and visibility.
  • Define KPIs and metrics for change and release success.
  • Provide regular reports to senior management on process performance, incidents, and improvements.
  • Ensure adherence to organizational policies, regulatory requirements, and industry standards.
  • Facilitate audits related to change and release management.
Qualifications & Experience
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • 15+ years of experience in IT Service Management, with at least 5 years in a leadership role.
  • Strong understanding of ITIL framework and best practices in Change and Release Management.
  • Proven experience with ITSM tools (e.g., 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.
Certifications (Preferred)
  • ITIL Foundation or higher certification.
  • Certification in Change Management and/or Release Management.
  • ITSM tool-specific certification