ITSM Change Manager

Job Description

McLane is one of the largest and most stable supply chain services leaders in the United States. We've been at the forefront of delivering retail and restaurant solutions for convenience stores, mass merchants, drug stores, and chain restaurants for over 125 years. Our vision is to be an agile, innovative, and unified supply chain partner that delivers a superior customer experience, improves the lives of our teammates and community, and produces best-in-class returns.

Oversee and manage the Change Management process within the ITIL framework. Ensure that all changes to IT applications and infrastructure are implemented in a controlled and authorized manner, minimizing disruption to services and aligning changes with business objectives. The ITSM Change Manger role will be a part of the Infrastructure & Digital Workspace group within IT&D.

• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins day one.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

• Oversee the end-to-end change management process, ensuring all changes are properly documented, tracked, and assessed.
• Establish and enforce standardized change workflows and procedures aligned with ITIL best practices.
• Facilitate the submission, prioritization, and approval of change requests.
• Manage Emergency (Unplanned) Change request and approval process.
• Manage updates to the configuration management database (CMDB) to ensure accurate tracking of changes to IT assets.
• Develop and maintain change management policies to ensure consistent implementation.
• Conduct comprehensive risk assessments for all proposed changes, identifying potential technical, operational, and business impacts.
• Create contingency plans for high-risk changes and implement risk mitigation strategies to reduce potential disruption.
• Monitor ongoing changes for unforeseen issues and address them promptly to minimize impact.
• Act as a liaison between the Change Advisory Board (CAB), IT teams, and business stakeholders to ensure alignment on change objectives and priorities.
• Coordinate cross-functional teams to execute changes efficiently while maintaining service quality.
• Provide clear, timely communication of change plans, timelines, and outcomes to all relevant parties.
• Foster collaboration across IT and business units to encourage proactive identification of opportunities for improvement.
• Conduct after-action reviews for implemented changes, documenting lessons learned and identifying opportunities for process refinement.
• Evaluate the overall effectiveness of changes in achieving desired outcomes, including performance metrics and user feedback.
• Update change management procedures and workflows based on review findings.
• Monitor the effectiveness of the change management process and introduce improvements to enhance efficiency and compliance.
• Stay up to date with ITIL best practices and emerging trends in change management, applying them to the organization's processes.
• Facilitate training and awareness programs for IT staff and stakeholders on change management procedures and tools.
• Perform other duties as assigned.

• Bachelor's degree in IT, Computer Science, or a related field.
• ITIL certification (preferred).
• Three or more years of proven experience in IT Change Management or a similar role.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.

• Office environment.
• Hybrid.