What are the responsibilities and job description for the Change Control Manager position at TPI Global Solutions?
Skills Required:
- Enterprise Change Governance Leadership
Provides strategic oversight of the enterprise change control framework, ensuring all changes across the Medicaid Enterprise System (MES) are governed in a controlled, auditable, and risk-managed manner. Establishes and maintains change policies, standards, operating procedures, and governance models aligned with regulatory and enterprise objectives.
- Strategic Change Risk & Impact Management
Leads comprehensive risk evaluation across the enterprise change portfolio, assessing cumulative system impact, operational risk, regulatory implications, and business readiness. Ensures robust documentation of risk likelihood, mitigation strategies, validation plans, rollback procedures, resource alignment, and implementation sequencing.
- Executive-Level Change Advisory & Board Governance
Oversee Change Advisory Board (CAB) and Enterprise Change Control Board (ECCB) governance structures. Ensures all Requests for Change (RFCs) are complete, risk-assessed, and decision-ready. Facilitates structured review, executive reporting, decision documentation, and accountability tracking. Ensures principal stakeholders or designated delegates are present for informed decision-making.
- Multi-Contractor & Cross-Functional Coordination
Directs collaboration across module contractors, operations, architecture, security, and business stakeholders to validate scope, sizing, resourcing, financial impact, scheduling, and compliance considerations. Ensures alignment across interdependent systems and release calendars.
- ITSM Process Integration & Service Stability
Ensures Change Management is fully integrated with Incident, Problem, Release, Configuration, and Knowledge Management processes. Validates CMDB and service map impacts, monitors change-related incident trends and drives corrective action to protect service stability and operational integrity.
- Regulatory Compliance & Audit Readiness
Maintains full audit traceability of change activities in compliance with Medicaid, CMS, HIPAA, and state oversight requirements. Enforces segregation of duties, evidentiary documentation standards, and governance controls to support internal and external audits.
- Release & Implementation Oversight
Directs enterprise implementation planning, including release bundling, scheduling, blackout window governance, and forward schedule of change (FSC) management. Oversees execution readiness, business communication planning, and post-implementation validation.
- Post-Implementation Review & Continuous Improvement
Leads structured post-implementation reviews to evaluate outcomes, performance metrics, and risk realization. Analyzes change success rates, emergency change trends, and service disruptions to drive continual service improvement and process maturity.
- Performance Management & Executive Reporting
Defines and monitors enterprise Change Management KPIs, including change success rate, emergency change frequency, change-related incident volume, and SLA adherence. Provides executive dashboards and strategic insights to support informed governance decisions.
- ITSM Tooling & Workflow Governance
Provides oversight of ITSM platform configuration (e.g., ServiceNow or equivalent), ensuring automated approval routing, risk scoring, workflow integrity, reporting accuracy, and system integration across contractors and enterprise platforms.
- Stakeholder Communication & Organizational Influence
Leads structured enterprise change communications, including stakeholder notifications, outage advisories, and business readiness messaging. Exercises executive-level influence, conflict resolution, and decision facilitation across a complex, multi-contractor governance environment.
Experience Required:
- 5 – 7 Years of experience as a Change Control Manager
- Experience in creating policies and guides for Change Control Board activities.
- Manage and optimize ITSM tools such as ServiceNow (or similar platforms)
- Track and report on Change metrics (success rate, failures, incidents caused by change)
- Develop dashboards and performance reports for leadership
- Strong knowledge of ITIL principles and practices
- Experience managing CAB processes in a large enterprise environment
- Hands-on experience with ITSM tools such as ServiceNow or Jira Service Management