Service Manager – Change Management

Hard Rock Digital

. Oversee the full lifecycle of infrastructure change using the 7 R’s approach .

Posted 11/11/2026full-timeRemote • Florida • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Change Management and Service Management within cloud or distributed infrastructure environments, particularly with AWS and ITIL practices. Proficient in coordinating technical teams, managing RFCs, and utilizing AI tools for workflow automation.

Highest-signal resume keywords

Change ManagementITIL PracticesAWS ExperienceCAB Meeting CoordinationITSM Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Change Risk AssessmentRFC ManagementAI Workflow AutomationIncident ManagementProblem Management

Soft Skills

Analytical MindsetStakeholder ManagementAttention to DetailTime ManagementCommunication Skills

Tools & Technologies

JiraServiceNowConfluenceSlackPower Automate

Certifications & Qualifications

ITIL CertificationAI Literacy Training

Industry Keywords

Cloud InfrastructureDistributed SystemsRegulated OrganizationsChange Performance ReportingContinual Service Improvement

Tech Stack

Tools & technologies

AWSCloudITSMKubernetesServiceNowGo

About the role

Key responsibilities & impact

Oversee the full lifecycle of infrastructure change using the 7 R’s approach
Triage, analyze, and classify incoming RFCs for infrastructure production systems
Review RFC completeness, clarity, testing, project or incident links, and implementation, validation, and back-out plans
Assess change risk using the standardized Risk Assessment Matrix
Identify changes requiring Compliance approval
Plan changes within approved Change Windows, Release Calendar constraints, and Major Business Events
Prepare and lead the weekly CAB meeting
Create, manage, and maintain RFC records through completion
Coordinate with DevOps, SRE, QA, and NOC teams for safe implementations
Send proactive communications before, during, and after changes
Manage dedicated Slack channels for complex changes
Maintain the Maintenance Calendar and Maintenance Schedule in Confluence
Store completed change history for audit, knowledge management, and service continuity
Support Emergency Changes and participate in Emergency CABs
Review and log retrospective changes introduced during major incidents
Contribute to Change Performance Reporting against KPIs
Coordinate changes tied to or dependent on bi-weekly releases
Participate in Go/No-Go meetings and Release Implementations when required
Participate in Post-Change Reviews when changes cause unplanned service impact
Feed lessons learned into runbooks and risk scoring
Monitor Slack channels for issues affecting upcoming changes
Participate in Continual Service Improvement initiatives
Build communication and collaboration across engineering, product, and operations teams

Requirements

What you’ll need

3+ years in Change Management, Service Management, Incident/Problem Management, or similar roles
Experience in cloud or distributed infrastructure environments, ideally with AWS, Kubernetes, and DevOps practices
Hands-on experience managing changes in ITIL-based or ITIL-aligned organizations
Experience in highly regulated organizations
Experience running CAB meetings and coordinating technical teams
Proficiency with ITSM ticketing tools such as Jira or ServiceNow
Proficiency with Confluence and Slack
Practical experience using AI assistants such as Claude, ChatGPT, or Microsoft Copilot
Experience building or using AI Skills or Agents embedded in ITSM tools
Familiarity with AI-integrated workflow automation tools such as Power Automate or Jira Automation
Ability to write prompts that produce consistent, accurate output for ITSM workflows
Excellent written and verbal communication
Strong analytical mindset and close attention to detail
Ability to prioritize, multitask, and manage time under pressure
Confident stakeholder management and ability to constructively challenge Change Requestors and Implementors
Ability to manage multiple resources and stakeholders when planning and delivering change
Strong process design and ownership
Ability to critically review AI-generated content before production or regulatory use
Understanding of the boundary between AI-assisted drafts and human-owned decisions in compliance-sensitive changes
Preferred: understanding of AWS fundamentals, networking, security concepts, or CI/CD toolchains
Preferred: ITIL Certification, minimum Foundation
Preferred: formal AI literacy training or certification

Benefits

Comp & perks

Competitive pay and benefits
Flexible vacation allowance
Startup culture backed by a secure, global brand
Diverse and inclusive work environment
Equal opportunity employer