ITSM Change Practitioner

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Overview

As the Change Process Owner, you will manage small team of resources and oversee global change enablement for our global infrastructure and operations, by assessing risks, coordinating activities, and managing escalations in line with established processes and policies.  As the Continuous Improvement (CI) Manager, you will lead and facilitate CI initiatives, identifying improvement opportunities, implementing solutions, and ensuring continuous improvement efforts align with organizational goals.

On a typical day you will:

• Manage a global team of Change Managers that handle the day-to-day operations to ensure all changes are approved, documented, communicated, scheduled, and implemented safely.

• Facilitate cross-departmental collaboration required for change management. 

• Handle escalations, violations, and audits.

• Report on the performance of the change management process and adherence to the processes to ensure compliance with relevant standards and regulations.

• Accountable for maintaining accurate change policies and processes, including maintaining a CI registry.

• Integrate reinforcement and resistance management into the broader change process. 

• Provide guidance, coaching, and support to CI teams and individuals.

• Regularly report on CI initiatives, achievements, and areas for improvement to stakeholders.

• Identify and analyze process inefficiencies; collaborate with other ITSM Practitioners to design and implement process improvements using various CI methodologies

• Manage CI projects - Plan, organize, and execute CI projects within budget and timelines.

• Monitor and evaluate the effectiveness of the change process and improvements: Track key performance indicators (KPIs) to measure the impact of CI initiatives. 

To be successful as a Change Practitioner, you must develop change strategies, engage stakeholders, and effectively communicate. Other crucial responsibilities encompass managing risk, providing training and coaching, and applying a structured change management methodology.  To succeed as a Continuous Improvement Manager, you must identify and analyze process improvement opportunities, developing and implementing improvement strategies, and collaborating with teams to streamline workflows and eliminate inefficiencies. 

Minimum Qualifications:

• Bachelor's degree in computer science or related discipline, or equivalent experience

• Established knowledge of ServiceNow and ITSM and ITIL

• ITIL 4 Foundation Certification

• 5+ years' ITIL process ownership

• Strong written and verbal communication skills

• Skilled servant leader and able to work with a diverse team of IT professionals

• Demonstrated ability to lead and influence others in a matrixed organization

• Strong organizational and time management skills

• Experience working with a global team across multiple regions and time zones

• Demonstrated ability of dealing with ambiguity

• Working knowledge of various best practice frameworks including ITIL, service management, project management, Agile, etc.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world's leading elevator and escalator manufacturing, installation, and service company. We move 2 billion people every day and maintain approximately 2.2 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world's most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers We are 69,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You'll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you'll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext 

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at

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