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.
The 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.
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
Equal Opportunity Statement: Citizens is an equal opportunity employer and is committed to fostering an inclusive environment for all colleagues.
Manager - Service Management (Change Management Leader) • Charlotte, NC, United States
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