Job Title

Description Manager, Service Management, Enterprise Change Management Department Enterprise Resilience Reports To Head of Enterprise Resilience Locations: This role will require a 4-day hybrid work schedule in one of our primary organizational hubs including: Johnston, RI - Pittsburgh, PA - Phoenix, AZ - Westwood or Medford, MA - Charlotte, NC - Plano, TX - Iselin, NJ Position Summary 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. Key Responsibilities Change Governance and Process Leadership u2022 Own and continuously improve the enterprise Change Management process aligned to ITIL principles and organizational objectives u2022 Define, maintain, and enforce Change Management policies, standards, procedures, and governance models u2022 Lead and develop a team of Change Management professionals to ensure consistent execution, quality, and compliance u2022 Drive maturity of Change Management practices to support enterprise scale, regulatory expectations, and transformation initiatives ServiceNow Change Management Administration u2022 Own and enhance the ServiceNow Change Management module including workflows, approvals, automation, and integrations u2022 Partner with ServiceNow platform teams to optimize configuration, reporting, dashboards, and automation u2022 Ensure ServiceNow is consistently used as the system of record for all change activity and approvals Risk and Impact Assessment u2022 Assess proposed changes for technical risk, business impact, operational readiness, and production stability u2022 Challenge change submissions to ensure alignment with risk tolerance, regulatory requirements, and service reliability expectations u2022 Ensure cybersecurity, regulatory, and audit controls are embedded throughout the change lifecycle Change Advisory Board Leadership u2022 Chair and facilitate recurring Change Advisory Board meetings u2022 Ensure accurate documentation of decisions, approvals, actions, and follow ups u2022 Prioritize and sequence changes based on risk, business priority, and operational constraints Execution Oversight and Communication u2022 Oversee execution of scheduled changes to ensure implementation plans, backout strategies, and validation steps are defined and followed u2022 Maintain and communicate enterprise change calendars to increase transparency and minimize conflicts u2022 Communicate change impacts, risks, and schedules to technology and business stakeholders Post Implementation Review and Continuous Improvement u2022 Lead post implementation reviews and root cause analysis for failed or high impact changes u2022 Analyze metrics, KPIs, and trends to reduce change related incidents and improve outcomes u2022 Promote a culture of continuous improvement, accountability, and operational excellence Compliance and Audit Coordination u2022 Ensure Change Management practices meet internal policy, regulatory, and audit requirements for financial institutions u2022 Prepare documentation, reporting, and evidence for internal and external audits u2022 Maintain complete and accurate records of approvals, decisions, and controls Stakeholder Engagement and Training u2022 Build strong partnerships with technology teams, business leaders, and risk and audit partners u2022 Provide training, coaching, and guidance on Change Management processes and ServiceNow usage u2022 Act as a trusted advisor on change related risk, governance, and best practices Required Qualifications Education u2022 Bacheloru2019s degree in Information Technology, Computer Science, Business Administration, or a related field Experience u2022 Five to seven plus years of experience in IT Change Management within a large scale enterprise environment u2022 Demonstrated experience implementing, governing, and maturing ITIL based processes u2022 Hands on experience with ServiceNow ITSM with direct ownership of the Change Management module Certifications u2022 ITIL Foundation required, Intermediate or Expert preferred u2022 ServiceNow System Administrator or Implementation Specialist strongly preferred Technical Skills u2022 Strong proficiency with ServiceNow Change workflows, approvals, automation, and reporting u2022 Working knowledge of CMDB, Incident Management, Problem Management, and Release Management Professional Skills u2022 Strong communication, presentation, and documentation skills u2022 Proven leadership, influence, and consensus building capabilities u2022 Advanced analytical, risk assessment, and problem solving skills Desired Competencies u2022 Strategic thinker able to align Change Management to enterprise stability and transformation goals u2022 Experience with Lean, Six Sigma, or other process improvement methodologies u2022 Strong relationship building, negotiation, and conflict resolution skills u2022 Ability to operate effectively in fast paced, highly regulated environments u2022 Customer focused mindset with a commitment to delivering reliable, high quality IT services Pay Transparency The salary range for this position is $150,000 to $190,000 per year, plus eligibility for an annual discretionary bonus. Actual compensation is based on factors including work location, skills, and experience. Benefits Citizens offers competitive compensation and comprehensive benefits including medical, dental, and vision coverage, retirement benefits, parental leave, flexible work arrangements, education reimbursement, wellness programs, and more. Citizens paid time off exceeds local and state paid leave requirements. For additional benefits information, visit Equal Opportunity Statement Citizens is an equal opportunity employer and is committed to fostering an inclusive environment for all colleagues. Benefits We offer competitive compensation and comprehensive benefits including medical, dental, and vision coverage, retirement benefits, parental leave, flexible work arrangements, education reimbursement, wellness programs, and more. Citizens paid time off exceeds local and state paid leave requirements. For additional benefits information, visit ( #LI-Citizens1 Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleagueu2019s or a dependentu2019s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.