Manager, Enterprise Change Management

Are you ready to lead transformative change initiatives and drive organizational success in a rapidly evolving IT environment? KUBRA is seeking a dynamic and experienced Change and Configuration Manager to join our team! This pivotal role involves developing and implementing comprehensive change management policies and procedures, ensuring seamless integration with DevOps methodologies, and fostering high adoption rates for new processes, systems, and tools across the organization. If you are proactive, a problem-solver, and passionate about continuous improvement, we invite you to join us in achieving expected benefits, ROI, and optimal performance through effective change and configuration management practices.

This is a highly profiled and impactful role working closely with visionary leaders across KUBRA passionate about continuous improvements and excellence for our team and our clients.

This is a hybrid opportunity in Mississauga, ON.

What you get to do every day

• Lead the enterprise adoption of ServiceNow ITSM functionalities, including Change Management and Configuration Management.
• Develop and implement change management policies, procedures, and standards.
• Manage the lifecycle of all changes, ensuring proper documentation, impact assessment, approval, and communication.
• Chair the Change Advisory Board (CAB) meetings to review and authorize changes.
• Oversee and manage change and configuration processes to ensure minimal risk and maximum efficiency.
• Develop and maintain the configuration management database (CMDB) with accurate and up-to-date records.
• Define and implement configuration management processes and procedures.
• Conduct regular audits and reviews of configuration items to ensure compliance with standards.
• Work with IT teams to document and reflect configuration changes in the CMDB.
• Identify and manage configuration item relationships and dependencies.
• Continuously review and improve change and configuration management processes.
• Collaborate with IT and business stakeholders to understand their needs for change and configuration management.
• Implement automation tools and techniques to streamline change and configuration management activities.
• Stay current with industry trends and best practices in change and configuration management.
• Provide training and guidance to staff on change and configuration management processes and tools.
• Identify potential risks associated with change and configuration management activities and develop mitigation strategies.
• Ensure compliance with regulatory requirements and industry standards.
• Develop and maintain key performance indicators (KPIs) for change and configuration management.
• Generate regular reports on change and configuration management activities, highlighting trends and areas for improvement.
• Ensure that changes are implemented smoothly, on time, and within budget.

What kind of person should you be?

• Proactive and detail-oriented with a strong focus on accuracy and compliance.
• Excellent problem-solving skills with the ability to identify risks and develop effective mitigation strategies.
• Strong leadership abilities to chair meetings and guide teams through change management processes.
• Effective communicator with the ability to articulate complex information clearly and concisely to various stakeholders.
• Adaptable and open to continuous learning, staying current with industry trends and best practices.
• Team player with strong collaboration skills, working effectively with IT and business stakeholders.
• Analytical thinker with the ability to monitor, measure, and report on performance improvements and ROI.
• Skilled in developing and implementing policies, procedures, and standards for change and configuration management.
• Capable of managing multiple tasks and projects simultaneously, ensuring timely and effective execution.
• Dedicated to high adoption rates and minimal resistance, providing training and support for smooth transitions.

What skills do you need?

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant certifications (e.g., ITIL Foundation, DevOps, Six Sigma, Prosci Change Management).
• ServiceNow Certified System Admin or other relevant certifications.
• Certification in DevOps practices (e.g., AWS DevOps Engineer, Certified Kubernetes Administrator).
• 8-10 years of experience in ITSM with a focus on Change Management, Configuration Management, and DevOps integration.
• 3+ years of team management experience.
• Proficient in the ServiceNow platform.
• Expertise in ITIL methodology, ITSM best practices, and DevOps principles.
• Strong analytical and problem-solving skills.
• Excellent project management skills and the ability to lead and manage cross-functional teams.

What can you expect from us?

• Award-winning culture that fosters growth, diversity and inclusion for all
• Paid day off for your birthday
• Access to LinkedIn learning courses
• Bi-annual performance-based bonus
• Continued education with our education reimbursement program
• Flexible schedules
• Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
• Two paid days for volunteer opportunities
• A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing
• Access to Perkopolis retail discounts
• Generous benefit coverage with low premiums (+ a Health Care Spending Account)
• RRSP Matching

KUBRA is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We will provide accommodations during the recruitment process upon request. Information received relating to accommodation will be addressed confidentially. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

While we value the skills and experiences listed in our job requirements, we also recognize that talent comes in many forms, and welcome applications from candidates who meet most but not all specified requirements. If you possess a strong desire to learn and grow in a dynamic work environment, apply now!

KUBRA is a fast-growing company that delivers customer communications solutions to some of the largest utility, insurance, and government entities across North America. KUBRA offers billing and payments, mapping, mobile apps, proactive communications, and artificial intelligence solutions for customers. With more than 1.5 billion customer interactions annually, KUBRA services reach over 40% of households in the U.S. and Canada. KUBRA is an operating subsidiary of Hearst.

Our office is small enough to allow creative individuals to flourish, yet large enough to provide long-term stability. We place a tremendous amount of responsibility on our team members to be productive, focused and self-motivated. We offer a casual work environment, competitive compensation and a stellar benefits program.