Manager - Service Management (Change Management Leader)

Manager, Service Management, Enterprise Change Management

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 Manager, Service Management, Enterprise Change Management 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.

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

Equal Opportunity Statement

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