Change Management Lead

Job Summary

The Lead Change Analyst is responsible for supporting the execution, governance, and continuous improvement of the Change Management process across the organization. This role ensures that Change Analysts perform their activities effectively while also assisting the Gen Service Management Change Manager and Process Owner in driving process maturity, compliance, and integration with other ITSM processes.

• Oversee and ensure effective execution of activities performed by Change Analysts
• Support the Gen Service Management Change Manager in managing Change Management operations
• Assist the Gen Service Management Process Owner in implementing the Change Management process effectively across the GEN organization
• Review and evaluate process effectiveness and efficiency
• Define and establish Change Management procedures in line with approved processes and policies
• Maintain and update Change Management process documentation
• Ensure appropriate process training is available across the organization
• Ensure Change Management is effectively integrated with related ITSM processes
• Provide guidance and support to change owners, implementers, and requesters at all levels
• Monitor, measure, and report on process performance, including benchmarking where relevant
• Identify improvement opportunities and drive continuous process improvement initiatives
• Contribute to broader ITSM process initiatives and periodic process reviews

• 5–7 years of relevant experience in Change Management, ITSM, or related process-focused roles
• Strong analytical and problem-solving skills
• Good communication and presentation skills
• Ability to work collaboratively across teams
• Strong team player with a continuous improvement mindset