Change Management Associate

Job Summary

We are seeking a dynamic and experienced leader to drive the reliability, availability, and resilience of critical business and technology services across our enterprise. This role uniquely blends Service Availability Management, Organizational Change Management, Major Incident Management, and Continuous Improvement disciplines to minimize service disruptions, accelerate employee adoption of change, and deliver sustainable business outcomes. Serving as a trusted advisor to both business and technology leaders, this individual will champion operational excellence while enabling successful transformation initiatives at scale.

Responsibilities

• Lead enterprise Service Availability Management practices and ensure critical services meet availability, reliability, and performance targets

• Monitor service health, trends, risks, and recurring issues through proactive event and performance monitoring

• Drive Major Incident, Problem Management, Root Cause Analysis (RCA), and service restoration activities

• Coordinate disaster recovery, resiliency planning, and business continuity readiness efforts

• Lead organizational change activities supporting network technology, operational, process, and business transformation initiatives

• Develop stakeholder engagement, communication, training, and adoption strategies to ensure successful implementation of change

• Conduct change impact assessments and readiness evaluations across business units

• Measure adoption, utilization, and business outcomes to ensure sustained value realization

• Define and maintain service and change management standards, policies, and governance practices

• Lead service reviews and continuous improvement initiatives to improve customer experience and operational performance

• Provide executive reporting on service reliability, operational risk, availability metrics, and change adoption outcomes

• Collaborate with executive leadership, IT infrastructure, cybersecurity, enterprise architecture, PMO, and business unit leaders to align service and change strategies

• Manage relationships with vendors and managed service providers to ensure service commitments are met

Skills

• Service Availability and Reliability Management

• Organizational Change Management using Prosci and ADKAR frameworks

• Major Incident and Problem Management

• Root Cause Analysis and continuous improvement methodologies

• Stakeholder engagement and executive communications

• Change impact assessment and readiness evaluation

• ITIL framework and IT service management practices

• Monitoring and event management using tools such as SolarWinds, Splunk, Dynatrace, AppDynamics, LogicMonitor, and ThousandEyes

• IT service management platforms including ServiceNow and Jira

• Business transformation and training and adoption strategy development

• Vendor and managed service provider management

• Risk and compliance management

• Strategic leadership and analytical thinking

• Data visualization and executive reporting using Power BI

• Knowledge of cloud platforms including Azure and AWS

• Familiarity with SCADA and Operational Technology environments

• Disaster recovery and business continuity planning

Experience

• 7 years of experience in Service Management, IT Operations, Organizational Change Management, or Business Transformation

• Proven experience leading enterprise-wide operational and technology initiatives

• Demonstrated experience driving Major Incident Management and Root Cause Analysis processes

• Experience collaborating with executive leadership and cross-functional stakeholders across large organizations

• Experience with disaster recovery, resiliency planning, and business continuity programs

• Background working with network infrastructure, cybersecurity, and operational technology environments preferred

Qualifications

• Bachelor's degree in Information Technology, Engineering, Business Administration, Organizational Development, or a related field

• ITIL certification strongly preferred

• Prosci Change Management certification or equivalent credential preferred

The closing date for applications for this job posting is 10/22/2026.

Should you require any accommodations in responding to this job posting or at any stage during the application process, kindly e-mail : xcelenergyprogramoffice@magnitglobal.com