Job Title: ITSM Change & Release Manager (ServiceNow)
Reports to: ITSM Lead
Working Arrangement: Hybrid, Makati City
Role Summary
The ITSM Change & Release Manager is responsible for overseeing and governing the Change and Release Management processes using ServiceNow as the system of record. The role ensures that IT changes and releases are planned, assessed, approved, and deployed in a controlled manner to minimize service disruption while enabling business agility. This position works closely with IT operations, development teams, security, vendors, and business stakeholders.
Key Responsibilities
Change Management (ServiceNow)
- Own and manage the end‑to‑end Change Management process in ServiceNow in alignment with ITIL best practices
- Configure, maintain, and improve ServiceNow Change workflows, categories, templates, and approval rules
- Chair or facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings
- Assess change risk, impact, and dependencies; ensure proper documentation, approvals, and rollback plans
- Manage standard, normal, and emergency changes, ensuring auditability and compliance
- Monitor change success rates and prevent repeat change‑related incidents
Release Management (ServiceNow)
- Plan, coordinate, and manage release schedules and calendars in ServiceNow
- Ensure releases are production‑ready with clear scope, dependency mapping, and deployment plans
- Coordinate across development, infrastructure, QA, and operations teams for release readiness
- Maintain release records, deployment logs, and post‑implementation reviews in ServiceNow
- Track failed or rolled‑back releases and drive corrective actions
Governance & Compliance
- Ensure adherence to organizational policies, security standards, and regulatory requirements
- Maintain audit‑ready change and release documentation within ServiceNow
- Enforce change windows, blackout periods, escalation paths, and segregation of duties
Reporting & Metrics
- Produce and analyze ServiceNow reports and dashboards (e.g. change success rate, emergency change volume, incidents caused by change)
- Provide regular updates and insights to senior management and IT leadership
Stakeholder & Communication Management
- Act as the primary point of coordination between IT teams, vendors, and business stakeholders
- Communicate upcoming changes, release schedules, and risks clearly and proactively
- Support incident, problem, and major incident teams where change or release is a contributing factor
Continuous Improvement
- Identify opportunities to streamline and automate ServiceNow Change and Release processes
- Promote adoption of standard changes, release automation, and DevOps integrations
- Contribute to continual service improvement initiatives across ITSM processes
Required Skills & Experience
Essential
- 5+ years of experience in IT Service Management, with strong expertise in Change and Release Management
- Hands‑on experience administering and using ServiceNow ITSM (Change & Release modules)
- Strong knowledge of ITIL (v3 or ITIL 4) principles and practices
- Experience managing changes in complex, multi‑application and infrastructure environments
- Excellent risk assessment, governance, and stakeholder management skills
Desirable
- ITIL certification (Foundation or higher)
- ServiceNow certification (e.g. Certified System Administrator, ITSM Implementer)
- Experience integrating ServiceNow with CI/CD tools and DevOps workflows
- Exposure to cloud platforms (AWS, Azure, GCP) and agile delivery environments
- Experience in regulated industries such as banking, insurance, healthcare, or public sector
Key Competencies
- Strong attention to detail and control‑focused mindset
- Ability to balance speed, stability, and business priorities
- Confident facilitator with excellent communication skills
- Calm, structured, and decisive under pressure
