Job Description:

Job Summary

We are seeking a ServiceNow Change & Release Manager to oversee the planning, coordination, and governance of platform changes and releases within a large-scale ServiceNow environment operating under a structured Center of Excellence (CoE) model.

This role is responsible for ensuring that all changes to the platform are controlled, validated, and deployed in a consistent and structured manner, minimising risk while enabling continuous delivery. The successful candidate will bring strong understanding of ServiceNow change and release processes, enabling them to effectively manage release cycles, enforce standards, and maintain platform stability.

Key Responsibilities

• Own and manage the change and release lifecycle, including:
• Change request governance
• Release planning and scheduling
• Deployment coordination across environments

• Ensure all changes are:
• Properly documented, reviewed, and approved
• Aligned with platform standards and release processes
• Delivered with minimal risk to production

• Work closely with delivery teams to:
• Align releases with development timelines
• Coordinate deployment of enhancements and fixes
• Ensure readiness of release packages

• Lead and facilitate change governance activities, including:
• Change Advisory Board (CAB) sessions
• Review and approval of change requests
• Tracking of change decisions and actions

• Support release execution, including:
• Coordinating promotion of update sets across environments
• Ensuring proper sequencing of changes
• Validating release readiness prior to deployment

• Monitor and manage:
• Release schedules and dependencies
• Change-related risks and impacts
• Post-release issues and remediation

• Act as a control point for platform stability, including:
• Enforcing release discipline
• Preventing uncontrolled or conflicting changes
• Ensuring rollback and contingency planning is in place

• Work with stakeholders to:
• Communicate release plans and timelines
• Manage expectations around delivery and deployment
• Provide visibility on upcoming changes

Required Experience & Skills:

• 6–10+ years of experience in change, release, or service management roles, with exposure to ServiceNow platforms.

• Strong understanding of:
• ServiceNow Change Management and Release processes
• Update set and deployment lifecycle
• Environment management (DEV, TEST, UAT, PROD)

• Proven experience managing:
• Change governance processes (e.g. CAB)
• Release planning and execution
• Multi-stream delivery coordination

• Ability to:
• Enforce structured processes and standards
• Balance delivery speed with platform stability
• Coordinate across multiple teams and stakeholders

• Strong understanding of:
• Risk management in releases
• Dependency management and sequencing
• Incident and problem implications of changes

• Ability to:
• Maintain control in high-pressure release scenarios
• Ensure disciplined execution of change processes

Preferred / Additional Experience:

• Experience working within:
• A ServiceNow Center of Excellence (CoE)
• Large-scale or multi-module ServiceNow platforms

• Exposure to:
• Agile or hybrid delivery environments
• Continuous integration / delivery practices within ServiceNow

• Certifications:
• ITIL certification preferred
• CSA is a plus (for platform familiarity)

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