Service Desk Change Manager

Unisys

. Manage and coordinate Standard, Normal, and Emergency Changes within the IT environment .

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Change Management processes, including ITIL and ServiceNow, while effectively coordinating with cross-functional IT teams to ensure compliance and improve operational efficiency. Strong focus on risk assessment, KPI monitoring, and stakeholder communication to drive successful change implementations.

Highest-signal resume keywords

ITIL KnowledgeServiceNow Change ManagementRisk And Impact AssessmentCAB CoordinationKPI Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Change ManagementIncident ManagementProblem ManagementChange Request ReviewPost Implementation ReviewChange DocumentationChange MonitoringChange Advisory Board CoordinationAutomation ImprovementCompliance Monitoring

Soft Skills

Strong Communication SkillsCoordination SkillsStakeholder Management

Tools & Technologies

ITSM SystemServiceNow

Industry Keywords

Change Management KPIsEmergency ChangesAudit RequirementsInternal Policies

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Manage and coordinate Standard, Normal, and Emergency Changes within the IT environment
Review Change Requests for completeness, risk, impact, implementation and rollback plans
Coordinate Change Advisory Board meetings and obtain required approvals
Schedule changes appropriately to avoid business disruption and conflicts
Monitor change implementation and adherence to approved plans
Coordinate with Service Desk, Infrastructure, Application, Network, Security and other IT teams
Track failed, rejected, unauthorized and emergency changes and drive corrective actions
Maintain accurate change records and documentation in the ITSM system
Perform Post Implementation Reviews for failed or high-risk changes
Monitor Change Management KPIs, including change success rate, failure rate, emergency changes and unauthorized changes
Identify opportunities to improve Change Management and increase automation
Ensure compliance with ITIL processes, internal policies and audit requirements
Support major incidents requiring emergency changes to restore services quickly

Requirements

What you’ll need

ITIL / IT Service Management knowledge
ServiceNow Change Management
Incident, Problem and Change Management processes
Risk and impact assessment
CAB coordination
Stakeholder management
Reporting and KPI analysis
Strong communication and coordination skills
Applicant should be eligible for any required U.S. Government authorizations for access to export-controlled commodities and technology