Change Enablement Manager - ITSM Job at Marks and Spencer (Salford, Greater Manchester)

Manager Salesforce - CPQ

Location

India , Pune

Salary:

Not provided

PerkinElmer

Expiration Date

Until further notice

Requirements

Own the delivery and operations of CPQ (Configure Price Quote) platforms, ensuring stability, reliability, and adherence to SLAs/KPIs
Drive robust IT Service Management (ITSM) practices, including incident response, change management, and root cause analysis within the CPQ and broader sales tech stack
Ensure high availability and performance of CPQ systems through proactive monitoring, issue triaging, and capacity planning
Oversee lifecycle management of CPQ applications, including upgrades, patching, security compliance, and end-of-life transitions
Act as the strategic liaison between Sales, Commercial Operations, IT, and other key business stakeholders to align CPQ capabilities with business goals
Lead regular engagement sessions with business leadership to gather evolving requirements and communicate roadmap and release planning
Ensure CPQ solutions support dynamic business needs such as pricing strategies, product bundling, discount approvals, and quote-to-order processes
Enable value realization by strengthening the IT–business partnership, from operational support through to strategic transformation
Identify and drive automation opportunities in the quote-to-cash process leveraging CPQ, Salesforce, and integration with ERP/MDM systems
Introduce best-in-class practices around configuration rules, pricing engines, approval workflows, and guided selling experiences

Job Responsibility

Service Ownership & Operational Excellence
Business Relationship Management
Innovation, Automation & Transformation
Vendor & Partner Management

Principal Consultant, Change Management

Lead our change management workstream across the most strategic client engagemen...

Location

United States , Austin

Salary:

Not provided

ServiceRocket

Expiration Date

Until further notice

Requirements

10+ years of professional experience in management consulting, organizational effectiveness, or digital transformation leadership
Demonstrable expertise in applying structured Change Management methodologies (e.g., ADKAR, Prosci)
Proven experience in applying the ADKAR change management methodology, linking ADKAR outcomes to technical implementation milestones
Proven track record leading change initiatives specifically related to Atlassian products (Jira, Confluence, JSM), Cloud Migration, and ITSM transformation
Exceptional executive-level communication, presentation, influencing, and facilitation skills

Job Responsibility

Conduct detailed change readiness assessments and impact analyses to understand how new processes, especially those built in Jira Service Management (JSM), will affect different user personas (Agents, Customers, Leaders)
Develop strategic change management plans (communications, training, sponsor alignment) that are tailored to the scale of the change—from simple Teamwork Foundations rollout to complex Cloud Migration
Define clear communication channels and messaging to ensure executives, end-users, and technical teams understand the why, what, and how of the transformation
Design and deliver highly effective, role-based enablement and training sessions
Ensure the delivery of high-quality, continuous support and reference materials
Utilize expert facilitation skills to guide client workshops, executive steering committees, and team sessions, securing buy-in and alignment across technical and business stakeholders
Proactively identify, analyze, and address resistance across all workstreams
Develop targeted strategies to encourage the adoption of new Atlassian tools and processes, driving high utilization rates
Continuously gather feedback and monitor key adoption metrics (e.g., ticket creation rate in JSM, Confluence usage) post-go-live
Develop immediate action plans to address dips in adoption or spikes in resistance

What we offer

Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit
Stock options: you have the opportunity to participate in the ownership of the company
Health insurance: we support you and your family–your well-being matters
Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location
Career pathways program: you can grow horizontally, vertically, or any way you want
Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness
Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture

Fulltime

IT Service Management Reporting Analyst

Citi’s IT Service Management (ITSM) and Production Operations organization suppo...

Location

India , Mumbai

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Minimum of 5 years of experience creating ITSM reports and dashboards using the ServiceNow platform, Grafana, and Tableau
Deep working knowledge of ITIL v4 – Foundation required
Managing Professional preferred
Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design
Conversant across infrastructure, applications, and cloud technologies
Outstanding written, verbal, and non-verbal communication
proven influencer who adapts rapidly to different audiences
Lean Six Sigma/Black Belt advantageous

Job Responsibility

End-to-end accountability, working in conjunction with key stakeholders, for developing and creating strategic ITSM reporting, including ServiceNow on-platform reports and dashboards using Performance / Platform Analytics and dashboards
Working with customers and stakeholders to identify, inventory, assess, rationalize, and prioritize reporting needs and requests
Design, develop, and implement timely and accurate data/reports using on-platform ServiceNow reports/dashboards, Grafana, and Tableau
Develop and implement centrally published reports and dashboards for key ITSM key indicators and metrics that meet the enterprise needs for all business sectors
Gather critical KPIs and build core operational dashboards to help teams drive operational rigor and manage performance
Partner with customers and stakeholders to ensure standardized utilization of the reporting capabilities within the ServiceNow Platform
Develop guidelines, processes, and best-practices to ensure consistent usage of data elements and elimination of redundant reporting within the platform
Create and review reports for platform performance optimization
Create 'best practices' documentation for end-users on how to minimize negative platform performance when creating reports and dashboards
Develop reports and dashboards based on requirements gathered, partnering with stakeholders to deliver as well as train on report development to enable self-sufficiency

Fulltime

Manager operational delivery - configuration management database

As a configuration management database operational delivery manager, you will le...

Location

Netherlands , Veldhoven

Salary:

Not provided

ASML

Expiration Date

Until further notice

Requirements

Proven experience (8+ years) in IT Service Management with a focus on CMDB delivery and configuration management
Deep understanding of the ITIL framework, especially Configuration Management (Service Asset and Configuration Management)
ITIL v4 Foundation certification (Intermediate or Expert preferred)
Strong experience with ServiceNow CMDB (ServiceNow Certified Specialist -CMDB)
Hands-on experience with automated discovery tools (e.g., ServiceNow Discovery, SCCM, ADDM)
Familiarity with reporting and analytics tools such as Spotfire or ServiceNow Performance Analytics
Strong people leadership skills
Affinity with data quality and operational excellence
Excellent problem-solving, analytical, and stakeholder management skills
Strong written and verbal communication skills

Job Responsibility

Lead the delivery, governance, and continual improvement of our Configuration Management Database (CMDB)
Ensure the accuracy and integrity of configuration data
Enable efficient Information Technology Service Management (ITSM) processes such as Incident, Change, and Asset Management
Lead the end-to-end delivery of configuration management and change control on the CMDB
Enforce CMDB governance frameworks and data standards
Collaborate with IT and business stakeholders to align configuration management policies and objectives with organizational goals
Keep track of policy and procedure compliance and address/escalate any concerns
Lead and mentor a team of CMDB analysts and data stewards
Perform the day-to-day operational and managerial tasks demanded by the process activities
Ensure CMDB accuracy and integrity through exception reporting of reconciliation, normalization, and data quality

What we offer

Opportunities for professional development and certification
Work with cutting-edge ITSM/ITOM technologies
Collaborative and inclusive work environment

New

Lead, Incident Governance and Reporting

The Lead, Incident Governance & Reporting is a critical role within the Technolo...

Location

India , Chennai

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field
Minimum of 5+ years of progressive experience in IT Operations, Service Management, IT Governance, or Program Management within large enterprise environments
Proven track record of defining and reporting on KPIs for complex IT programs and experience establishing governance frameworks
In-depth understanding of IT Service Management (ITSM) processes, the ITIL framework (particularly Event, Incident, and Change Management), and change control procedures
Strong proficiency in using data visualization and analytics tools to translate complex technical data into business insights
Advanced proficiency in using enterprise project management and collaboration tools for tracking, reporting, and documentation
Familiarity with the concepts of modern event management, AIOps, and automation platforms
Basic knowledge of a scripting or query language for data analysis is preferred
Exceptional analytical, problem-solving, and risk management capabilities with a strategic mindset and a strong commitment to documentation and auditability
Excellent communication and presentation skills with the ability to articulate complex information to diverse audiences, influence without direct authority, and build consensus across cross-functional teams

Job Responsibility

Establish and enforce a robust governance framework for all event management optimization activities
Manage change control, approval workflows, and audit trails
Define, implement, and continuously monitor Key Performance Indicators (KPIs) for the program
Produce comprehensive dashboards and reports for all levels of stakeholders
Ensure accountability for tracking all program-aligned projects and initiatives using enterprise project management platforms
Identify, assess, and mitigate risks associated with incident reduction efforts
Serve as a key liaison between technical, operational, and leadership teams
Manage program enablers from partner organizations
Plan and communicate changes to all stakeholders
Facilitate transparent communication of program status, risks, and achievements

Fulltime

Manager, IT Solutions Delivery

The Manager, IT Solutions Delivery serves as a strategic leader accountable for ...

Location

United States , Carlsbad

Salary:

78948.00 - 98712.00 USD / Year ▼

24 Hour Fitness

Expiration Date

Until further notice

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field
10+ years of experience in IT service management, with at least 5 years in a supervisory or management role within an IT service desk environment
In-depth knowledge of ITIL frameworks for incident, problem, change, and service request management
In-depth knowledge of ITSM principles and best practices
Proficient in ITSM tools and technologies, with a focus on automation and process optimization
Understanding of key IT infrastructure and components, including hardware, software, networks, operating systems, and related technologies relevant to the organization's environment
Familiarity with common user applications and tools, including commercial and custom-developed software used by corporate and field employees
Understanding of data and analytics tools to measure service desk performance, identify trends, and improve effectiveness and efficiency
Strong leadership and team management skills: motivate and develop staff, delegate tasks, provide feedback, and foster collaboration
Excellent problem-solving and critical thinking abilities: troubleshoot, diagnose, and resolve user issues efficiently and effectively with sound analytical and logical thinking

Job Responsibility

Build and maintain a high-performance team by recruiting, developing, and mentoring skilled and motivated professionals in a collaborative environment that fosters a culture of excellence, teamwork, innovation, and continuous improvement
Delegate tasks effectively by assigning ownership and accountability, promoting individual growth and development
Provide clear communication and feedback, regularly conveying expectations, goals, and performance metrics, and offering constructive feedback for individual and team growth
Resolve conflicts effectively, fostering a positive and open environment where team members feel comfortable raising concerns and collaborating on solutions
Demonstrate strong decision-making skills by analyzing information, weighing options, and making sound decisions that benefit the team and the organization
Demonstrate adaptability and resilience by navigating change, unforeseen challenges, and tight deadlines calmly and confidently while maintaining a positive and proactive approach
Demonstrate Emotional intelligence through understanding and managing your own emotions and biases and by recognizing and responding appropriately to the emotions of others
Support, disseminate, and enforce information security and compliance policies, standards, and guidelines across end-user technologies, processes, and behaviors
Train team members to recognize suspicious activity and events and ensure expeditious escalation and resolution of security incidents
Evolve the knowledge, technical expertise, and productivity of your staff by documenting problem resolution performed by higher-echelon support and adopting those procedures into core capabilities

What we offer

Free Club Membership
Employee Assistance Program (EAP)
Basic Group Live and AD&D Insurance ($10,000)
401k Savings and Investment Plan
Medical/Dental/Vision Benefits (for average of 30 hours or more per week)
Paid Time Off (for average of 30 hours or more per week)
Sickness Benefits (for average of 30 hours or more per week)
Complimentary membership for team members and their eligible dependents

Fulltime

Head of IT

We are looking for a Head of IT to lead and scale our global IT function. In thi...

Location

United States , San Francisco; New York; Los Angeles; Seattle

Salary:

230000.00 - 270000.00 USD / Year

Whatnot

Expiration Date

Until further notice

Requirements

10+ years of experience in IT operations or enterprise applications management
8+ years in people leadership roles
Proven success in managing a blend of IT and enterprise application workstreams across complex, high-growth environments
Experience scaling and leading teams of IT operations and service professionals
Expertise in ERP (e.g., NetSuite), HRIS (e.g. Workday), CRM (e.g., Salesforce), and cloud platforms (AWS, Azure, or GCP)
Experience with endpoint and device management (e.g., Jamf, Intune), identity systems (Okta, Azure AD), and service tools (Jira, Zendesk)
Deep understanding of application architecture, systems integration, and IT governance
Strong leadership, communication, and stakeholder engagement skills
A track record of building high-performing teams and creating scalable systems and services

Job Responsibility

IT Operations Leadership: Drive the vision and roadmap for global IT operations, including network infrastructure, end-user support, SaaS systems administration, identity management, and endpoint security
Enterprise Systems Oversight: Lead the design, deployment, and integration of enterprise systems such as GL, ERP (e.g., NetSuite), HRIS, and CRM (e.g., Salesforce)
Systems Performance & Reliability: Own service availability, incident management, and system reliability across enterprise tools and IT services
Security & Compliance: Partner with Security and Compliance teams to implement and enforce data privacy, access controls, device management, and regulatory standards (e.g., SOX, GDPR)
Vendor & SaaS Management: Oversee third-party relationships for IT infrastructure and enterprise software providers
IT Governance & Process Improvement: Establish and evolve ITSM practices, including ticketing workflows, knowledge management, change control, and configuration management
User Enablement & Support: Build a user-first service culture by continuously improving employee onboarding/offboarding, support ticket resolution, and self-service tooling
Team Development: Hire, coach, and scale a high-performing IT operations and enterprise applications team

What we offer

Generous Holiday and Time off Policy
Health Insurance options including Medical, Dental, Vision
Work From Home Support
Home office setup allowance
Monthly allowance for cell phone and internet
Care benefits
Monthly allowance for wellness
Annual allowance towards Childcare
Lifetime benefit for family planning, such as adoption or fertility expenses
Retirement

Fulltime

IT Workspace & Collaboration Technology Leader

Alter Domus is seeking a IT Workspace & Collaboration Technology Leader to join ...

Location

United Kingdom , London

Salary:

Not provided

Alter Domus

Expiration Date

Until further notice

Requirements

Minimum 8+ years of relevant IT experience with 5+ years in management, with strong exposure to modern workplace technologies
Advanced expertise in Exchange Online: Mail flow, hybrid configurations, transport rules, connectors, accepted domains
Strong troubleshooting (message trace, header analysis)
Strong knowledge of Identity & Access: Conditional Access, Identity Protection, MFA, Single Sign-On
Intune / Endpoint Management: Device compliance, Windows Autopatch & Autopilot
Security baselines, configuration profiles, update rings, app deployment
Microsoft Defender XDR ecosystem: Defender for Endpoint, Identity, Office, Cloud Apps
Automation & Scripting: PowerShell, Microsoft Graph API queries, automation scripts, bulk provisioning
Directory Services: Active Directory and Group Policy management
Proven experience in End User Experience Support, delivering high-quality, customer-focused service

Job Responsibility

Own the end-to-end digital workspace experience, including productivity, collaboration, endpoint management, and identity
Act as a senior technical leader and subject-matter expert for Microsoft 365 and collaboration services
Partner with IT Operations, Security, and Business stakeholders to align workspace capabilities with business needs
Lead the administration and evolution of Microsoft 365 services, including Exchange Online, SharePoint, Teams, Intune, Defender, and Entra ID
Define and implement standards, governance, and best practices for collaboration and productivity tools
Apply DEX practices to proactively measure, monitor, and improve end-user experience across devices, applications, and collaboration tools
Leverage telemetry, analytics, and user feedback to identify friction points and drive continuous improvements
Balance security, compliance, and usability to ensure an optimal employee experience
Enable effective collaboration by integrating Microsoft 365 services with existing enterprise systems and workflows
Guide adoption and optimization of collaboration patterns (Teams, SharePoint, OneDrive) to improve productivity and knowledge sharing

What we offer

Support for professional accreditations such as ACCA and study leave
Flexible arrangements, generous holidays, plus an additional day off for your birthday
Continuous mentoring along your career progression
Active sports, events and social committees across our offices
24/7 support available from our Employee Assistance Program
The opportunity to invest in our growth and success through our Employee Share Plan
Plus additional local benefits depending on your location

Change Enablement Manager - ITSM

Marks and Spencer

Location:
United Kingdom , Salford, Greater Manchester

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
March 13, 2026

Expiration:
March 18, 2026

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Job Description:

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Requirements:

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