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Citizens Bank Logo Citizens Bank · IT - Administration

Manager - Service Management (Change Management Leader)

United States, Iselin 150000.00 - 190000.00 USD / Year · Job Posted March 27, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field
  • 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
  • ITIL Foundation required, Intermediate or Expert preferred
  • ServiceNow System Administrator or Implementation Specialist strongly preferred
  • Strong proficiency with ServiceNow Change workflows, approvals, automation, and reporting
  • Working knowledge of CMDB, Incident Management, Problem Management, and Release Management
  • Strong communication, presentation, and documentation skills
  • Proven leadership, influence, and consensus building capabilities
  • Advanced analytical, risk assessment, and problem solving skills

Nice to have

  • 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

What we offer

  • medical, dental, and vision coverage
  • retirement benefits
  • parental leave
  • flexible work arrangements
  • education reimbursement
  • wellness programs
  • paid time off
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