IT Change Manager

Category/Area of Expertise: IT & Technology
Job Requisition: 447591
Address: USA-NC-Salisbury-2110 Executive Drive
Store Code: Service Delivery: Process Controls (5145459)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose

The IT Change Manager Role is responsible for overseeing, optimizing and scaling the organization's Change Management process to ensure minimal disruption to the IT services while enabling fast, safe and compliant change deployment. This role is critical in managing risk, improving stability, and driving process maturity across the IT landscape. The Change Manager will drive continuous improvement initiatives and serve as a critical role in maturing change practices as we grow in scale and complexity.

Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations (Salisbury, NC or Mauldin, SC) and 2 remote days.

Applicants must be currently authorized to work in the United States on a full-time basis.

Duties & Responsibilities

• Oversee IT Change Management process, ensuring alignment with ITIL best practices and organizational strategic goals.
• Lead process reviews, audits and governance forums (such as TAB/CAB) to ensure compliance and continuous improvement.
• Review and assess change requests for completeness, impact, risk, and appropriate categorization and approvals.
• Manage and enhance the Change Management application in ServiceNow, collaborating with platform teams to optimize workflows, approvals, and automation.
• Leverage ServiceNow for reporting, dashboard creation, and analytics to monitor KPIs, trends, and performance.
• Create and deliver training, documentation, and onboarding materials for process participants and stakeholders.
• Collaborate with cross-functional teams to streamline processes and integrate with DevOps and Agile practices.
• Analyze change success and failure data to identify trends and areas for improvement.
• Ensure compliance with internal controls, audit requirements, and regulatory standards where applicable.

• Bachelor's degree in Information Technology, Computer Science, or related field OR equivalent work experience
• 5+ years of experience in IT Service Management, with a strong focus on Change Management.
• Strong knowledge of ITIL framework; ITIL Foundation certification required (ITIL Intermediate or Expert preferred).
• Strong knowledge of ServiceNow Change Management
• Excellent communication, facilitation, and stakeholder management skills.
• Proven ability to lead process improvement initiatives and manage cross-functional relationships
• Strong analytical, organizational, and problem-solving skills.
• Ability to thrive in a fast-paced environment with shifting priorities.

• Experience in enterprise-scale IT environments, with a solid understanding of infrastructure, software deployment, and release processes.
• Familiarity with DevOps, Agile, or CI/CD environments.
• Exposure to audit or regulatory environments (e.g., SOX, PCI DSS) and change-related compliance practices.
• Certification in Change Management or ITIL Specialist - Change Enablement.