Job Vacancy Change Manager

As a Change Manager within GTO, you will take ownership of the end-to-end change management process, ensuring changes to critical IT services are delivered safely, efficiently and in line with business priorities. You will lead Change Advisory Board (CAB) activities, oversee change governance and work closely with service delivery teams and client stakeholders to minimise disruption and maximise service value.



You will also play a key role in modernising change management practices, championing automation, analysing performance trends and embedding ITIL 4 principles. Working within a collaborative and supportive environment, you'll have the freedom to challenge existing processes, develop innovative solutions and help colleagues adopt more effective ways of working.



Key responsibilities:



Lead & Govern: Manage standard, non-standard and emergency changes, ensuring robust governance, risk assessment and compliance with agreed processes.



Coordinate & Deliver: Chair CAB and emergency CAB (eCAB) meetings, ensuring appropriate stakeholder engagement, approvals and timely implementation.



Manage & Monitor: Oversee the full change lifecycle, including change requests, Forward Schedule of Change (FSC), testing, implementation and post-implementation reviews.



Optimise & Automate: Drive the change management automation strategy, reducing manual effort and improving operational efficiency.



Analyse & Improve: Identify recurring risks, failed changes and process inefficiencies, translating insights into measurable service improvements.



Measure & Report: Develop and monitor KPIs covering SLA performance, change success rates, automation adoption, customer satisfaction and time to value.



Collaborate & Influence: Advise Service Delivery Managers, Service Owners and client stakeholders on change priorities, risks and business impact.



Ensure Compliance: Maintain accurate change records, configuration updates and reporting while adhering to client delegation of authority and service level commitments.



Coach & Support: Share knowledge, mentor Change Coordinators and promote consistent ITIL 4-aligned practices across teams.



Champion Improvement: Contribute to wider Continual Service Improvement (CSI) initiatives, supporting cross-functional collaboration and sustainable service enhancements.

Required qualifications to be successful in this role

To succeed in this role, you should bring strong experience in IT service change management, with the confidence to lead governance activities, engage senior stakeholders and deliver continuous service improvements. You'll combine practical knowledge of ITIL processes with an analytical mindset, a proactive approach to automation and the ability to influence positive change across complex IT environments.



Essential skills and experience:

Proven experience in IT Change Management within a complex IT service delivery or managed services environment.



Strong knowledge of ITIL 4 principles, change enablement and continual service improvement.



Hands-on experience using BMC Remedy / Helix for change management and reporting.



Demonstrable experience chairing CAB/eCAB meetings and managing change approvals, risks and escalations.



Strong understanding of the end-to-end change lifecycle, including FSC management, testing, implementation and post-implementation reviews.



Experience monitoring SLAs, developing performance reports and using KPIs to drive service improvements.



Proven ability to identify automation opportunities and improve operational processes.



Excellent stakeholder management, communication and influencing skills, including engagement with client representatives and senior service delivery teams.



Strong analytical and problem-solving capabilities, with the ability to translate performance trends into actionable improvements.



Experience supporting, coaching or managing team members and promoting knowledge sharing.



Ability to work collaboratively across technical and business teams while maintaining ownership of change outcomes.

Together, as owners, let’s turn meaningful insights into action.



Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…



You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.



Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.



You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.



That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.



Come join our team—one of the largest IT and business consulting services firms in the world.