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ServiceNow Change & Release Manager

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.

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 a 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 with 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)