Change and Incident Manager

Long View. A career that helps you get more out of life.

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to work!

Are you passionate about technology and working for a company that values their employees?

We are looking for a knowledgeable Change and Incident Manager for our Houston or Denver branches to support our clients with utilizing strong technical, change and incident management, and leadership skills to support our large enterprise clients. This role will ensure effective change management and high-priority incidents are resolved effectively, following ITIL best practices, and in alignment with client-specific requirements!

A Day in the Life:

• Change Management
• Develop, implement, and maintain the Change Management process in line with ITIL best practices, overseeing the entire lifecycle of change requests, including assessment, authorization, documentation, planning, execution, and post-implementation review.
• Own and lead the Change Management process and Change Management team to ensure all changes are planned, assessed, and implemented with solid planning, sufficient lead time and maximum efficiency.
• Schedule, facilitate, and lead Change Advisory Board (CAB) meetings, ensuring appropriate stakeholder engagement to review, discuss, and approve or reject changes or releases to the environment.
• Serve as the primary point of contact for all Change Management process-related inquiries, ensuring clear and consistent communication about planned changes, schedules, and potential impacts to both clients and internal teams.
• Promote and facilitate through risk and impact analyses of proposed changes on IT services and business operations to achieve improvements in the change success rates.
• Continuously evaluate the effectiveness of the Change Management process, identifying opportunities for improvement and implementing them across the organization.
• Track and report on key performance indicators (KPIs) like change success rates, emergency changes, and process compliance, providing leadership with insights and recommendations based on change trends.
• Manage emergency changes to ensure prompt and efficient processing while balancing urgency with adherence to process standards.
• Ensure all changes comply with regulatory requirements and organizational standards, maintaining detailed documentation for audits and reviews.
• Major Incident Management
• Oversee the Major Incident Management process, ensuring incidents are resolved quickly and efficiently within agreed SLAs.
• Lead a 24x7 Major Incident Management team that monitors systems and services, documents and timelines recovery efforts, manages and coordinates various support team activities, and notifies business units of potential impacts and ongoing recovery efforts.
• Provide continual process improvement suggestions for the major incident management service to enhance its effectiveness.
• When on call, act as the primary point of escalation for high-priority incidents, coordinating vendors and cross-functional teams and ensuring timely communication with stakeholders.
• Facilitate post-incident reviews to identify root causes, lessons learned, and preventive measures, ensuring compliance with service improvement initiatives.
• Work with technical teams to develop recommendations and drive improvements to reduce the severity and frequency of incidents.
• Collaboration and Leadership
• Work closely with clients, Service Desk, and Tier 2/3 teams to foster strong relationships and ensure alignment on service priorities.
• Serve as an escalation point/process SME to the on-call Incident Management team during major incidents, ensuring clear roles, responsibilities, and communication throughout the resolution process.
• Mentor and guide team members to develop their ITSM expertise and foster a culture of accountability and continuous improvement.
• Reporting and Metrics
• Track, analyze, and report on key performance indicators (KPIs) for Change and Incident Management processes.
• Deliver actionable insights and recommendations to enhance operational performance and client satisfaction.

What You Bring:

• 5+ years of experience in IT Service Management roles, with a strong focus on Change and Incident Management.
• ITIL v3 or v4 Foundations Certificate (Intermediate/Expert preferred).
• Experience working in a managed IT services environment.
• Experience with DevOps and Agile methodologies.
• Proficiency with ITSM tools such as ServiceNow.
• Demonstrated experience managing high-pressure situations, such as major incidents or critical changes.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and interpersonal skills, with the ability to build relationships with diverse stakeholders.
• Proven track record of driving process improvements and delivering measurable results.
• Experience leading incident bridge calls from initial triage to guiding recovery efforts, maintaining a timeline, and ensuring service restoration as quickly as possible.
• Demonstrated ability to lead others in a challenging and fast-paced large enterprise environment.
• Strong understanding of ITIL methodologies, processes, and best practices.

What Makes You Extra Awesome:

• Six Sigma
• The Five Whys

Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!

Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.

Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know