Change Service Management Lead

The Change Service Management Lead reports to and supports the Service Delivery Manager in the leadership, governance, operational assurance, performance management, and continual improvement of the Change Management, Release Management, Service Request Management, and Knowledge Management practices across the service.

Acting as the service authority for these disciplines, the role is responsible for ensuring that all changes and releases are planned, assessed, governed, communicated, implemented, validated, and continually improved in a controlled, auditable, and customer focused manner. The role ensures service stability, operational resilience, regulatory compliance, and contractual performance obligations are maintained whilst enabling the safe introduction of new services, capabilities, enhancements, and operational improvements.

The Service Management Lead owns the end to end governance framework for Change and Release Management, including change scheduling, risk assessment, stakeholder engagement, customer impact assessment, communications planning, approval governance, implementation oversight, post implementation review, service acceptance, and reporting. The role chairs and facilitates operational governance forums, including Change Advisory Boards (CABs), release planning activities, readiness reviews, and continual improvement initiatives.

Working closely with internal teams, suppliers, vendors, transport operators, customer facing support functions, and client stakeholders, the role ensures that service requests are fulfilled efficiently, operational knowledge is effectively governed, and service management processes remain aligned with business objectives, operational readiness requirements, customer expectations, and ITIL best practices.

As a key member of the Service Management Office (SMO), the Change Service Management Lead drives service quality, governance, performance reporting, audit readiness, compliance assurance, operational readiness, and continual service improvement activities across the service lifecycle. The role plays a critical leadership position in supporting Operational Readiness Testing (ORT), validating operational processes, controls, reporting mechanisms, service management capabilities, and knowledge assets, ensuring the organisation is fully prepared to transition into live service and sustain high quality operational delivery.

Key Responsibilities

• Own and govern the Change Management, Release Management, Service Request Management and Knowledge Management processes.
• Chair Change Advisory Board (CAB) meetings and facilitate change governance forums.
• Manage release planning, scheduling, deployment readiness, implementation and post implementation reviews.
• Ensure effective customer and stakeholder communications relating to planned changes and releases.
• Manage change risk assessments, impact assessments, rollback planning and implementation assurance.
• Develop and maintain governance frameworks, policies, procedures, standards and operational controls.
• Drive service quality, compliance, audit readiness and continual service improvement initiatives.
• Support Operational Readiness Testing (ORT), service transition, go live readiness and hypercare activities.
• Own operational reporting, KPI management and performance dashboards.
• Collaborate with suppliers, vendors and operational teams to ensure coordinated service delivery.
• Support implementation and governance of the Knowledge Management System (KMS).
• Jointly manage Service Request fulfilment processes with the Incident & Problem Management Lead.

Required Experience

• Minimum 5 years working within a Service Management, Service Delivery, Operations, Managed Services, or Service Transition environment.
• Proven experience managing Change Management and Release Management processes within an ITIL aligned organisation.
• Experience governing production changes, release deployments, and service transition activities within complex operational environments.
• Experience chairing Change Advisory Boards (CABs), facilitating change governance forums, and driving risk based decision making.
• Experience assessing operational, technical, business, security, customer and service impacts associated with changes and releases.
• Experience developing and maintaining governance frameworks, operational controls, policies, procedures and service management standards.
• Experience producing operational reports, KPI dashboards, governance packs, service reviews and performance reporting.
• Experience working with ITSM platforms such as Maximo, ServiceNow, Jira Service Management, or equivalent.
• Experience working within SLA, KPI, compliance and performance driven environments.
• Experience managing suppliers, third party vendors and multi disciplinary delivery teams.
• Experience supporting customer facing services and operational support functions.
• Experience supporting service transition, operational readiness, deployment, go live and hypercare activities.
• Experience supporting Knowledge Management practices, operational documentation, and knowledge lifecycle management.

Qualifications & Certifications

• ITIL Foundation Certification (v4 preferred).
• Third level qualification in Information Technology, Business, Engineering, Project Management or a related discipline, or equivalent practical experience.

Benefits

• Holidays: 24 days per annum + Irish bank holidays (options to buy/sell days)
• Pension - 7% employee and 7% employer
• Private medical insurance (including dental & optical)
• Flexible/hybrid working options
• Charitable initiatives
• Learning and development programmes
• Travel & expense allowances
• Innovative & collaborative work environment

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability or other characteristics protected by law.