IT Change Manager

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking an experienced IT Change Manager to oversee and manage the change management process for IT services, infrastructure, and applications. The IT Change Manager will ensure that all changes are assessed, approved, implemented, and reviewed in a structured and controlled manner, minimizing disruption to IT services and ensuring alignment with business objectives.

This role will focus on improving Zayo’s change management process, driving adherence to best practices, and ensuring effective communication and coordination between various departments and stakeholders.

Responsibilities:

Change Management Process Ownership:

• Lead the end-to-end IT change management process, including planning, assessment, scheduling and approvals to implement, ensuring it follows industry best practices (ITIL framework) and minimizes service disruptions.

• Define and implement change management policies, procedures, and standards to ensure a consistent and streamlined approach to changes.

Change Evaluation & Risk Assessment:

• Review and assess all proposed changes for risk, impact, and potential conflicts.

• Ensure that thorough impact analysis is conducted for all changes, identifying dependencies, risks, and potential service interruptions.

Change Planning & Scheduling:

• Facilitate  the Change Advisory Board (CAB) meetings, ensuring that all changes are properly reviewed, authorized, and scheduled.

• Work with IT teams to coordinate the timing of changes to minimize operational impact, especially during critical business periods.

• During Critical Events, lead cross functional teams through accelerated change reviews to ensure event recovery while mitigating potential risks.

Communication & Coordination:

• Act as the primary point of contact for all change-related activities, ensuring timely communication with stakeholders before, during, and after changes are implemented.

• Facilitate communication between IT teams, service owners, and business stakeholders to ensure clear understanding of the scope, schedule, and impact of changes.

Post-Implementation Review:

• Conduct post-implementation reviews for significant changes to assess success, capture lessons learned, and identify opportunities for improvement.

• Maintain detailed records of all changes, including approvals, implementation plans, and outcomes.

Continuous Improvement:

• Drive ongoing improvements to the change management process, focusing on efficiency, risk mitigation, and reduction of service downtime.

• Implement and monitor key performance indicators (KPIs) related to change management (e.g., success rates, time to implement, and incidents caused by changes).

Compliance & Audits:

• Partner with Compliance and Audit teams to ensure that all changes comply with Zayo’s internal policies, industry regulations, and audit requirements.

• Provide data and reports for internal and external audits of IT change management processes.

Training & Awareness:

• Provide training to IT teams and business users on change management processes, ensuring that all parties understand the importance of following established protocols.

• Foster a culture of accountability and adherence to change control procedures across the organization.

Qualifications:

• Requires a Bachelor's degree in business or other related field plus five (5) years of related experience in IT change management, with a proven track record of managing complex changes across large IT environments; OR nine (9) years of direct related experience required. High school diploma or GED required.

• Experience working in a fast-paced technology or telecommunications environment is highly preferred.

• Strong understanding of IT infrastructure, including networks, servers, applications, and cloud services.

• Familiarity with ITIL best practices and the ITSM (IT Service Management) framework.

• Experience with change management tools and platforms (e.g., ServiceNow, BMC Remedy).

• Excellent organizational and time management skills, with the ability to manage multiple changes simultaneously.

• Strong analytical skills to assess the impact and risks of proposed changes.

• Ability to communicate effectively with technical and non-technical stakeholders.

• Detail-oriented, with a focus on minimizing service disruptions and ensuring successful change outcomes.

• Strong leadership and interpersonal skills, with the ability to influence stakeholders at all levels.

• Exceptional problem-solving skills, with the ability to anticipate issues and implement solutions proactively.

• A collaborative mindset, fostering teamwork and communication across departments.

Preferred Qualifications:

• ITIL Certification (preferably ITIL v4) or relevant certifications in IT service management.

• Knowledge of the telecommunications industry or working in network service environments is a plus.

• Experience with major enterprise transformation projects.

• Previous experience in project management or working within a PMO is beneficial. 

Base Salary Range: $78,500 - $112,100 USD/annually, commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.