Job Description
Principal Consultant – Change Manager (Managed Services)
Position Summary
Seeking an experienced Principal Consultant – Change Manager to support a major strategic customer under an outcome‑based Managed Services agreement. This role is accountable for end‑to‑end Change Management ownership, ensuring that changes across Infor enterprise applications are delivered in a controlled, transparent, and risk‑mitigated manner, aligned with ITIL v3/v4 best practices.
The Change Manager will be responsible for maturing and standardizing the change management capability that is currently distributed across Service Operations Managers (SOMs) and delivery teams. The role will consolidate governance, elevate release quality, reduce operational risk, and align Infor and customer change processes into a single, cohesive operating model.
In addition to supporting the strategic customer, this role will provide Change Management oversight across the broader Infor Managed Services organization, contributing to the development of repeatable best practices and a scalable go‑to‑market offering for additional customers. The Change Manager will act as a trusted authority on change governance, tooling, and compliance, with ServiceNow as the primary platform for workflow, approvals, auditability, and reporting
Key Responsibilities:
- Own and continuously improve the end‑to‑end Change Management process for Managed Services engagements.
- Establish and enforce standardized change classification, lifecycle stages, approval paths, and success criteria.
- Ensure alignment with ITIL v3/v4, Infor Managed Services standards, and customer governance requirements.
- Act as the primary Change Management authority in collaboration with SOMs, delivery teams, and customer stakeholders.
- Ensure all changes are fully documented and traceable within ServiceNow.
- Produce and maintain audit‑ready artifacts including change logs, approval records, risk assessments, and post‑implementation reviews.
- Support internal and external audits by providing accurate change history, metrics, and evidence of compliance with agreed controls and segregation of duties.
- Maintain visibility of customer environments (production and non‑production) and planned change activity.
- Coordinate release readiness activities, including dependency checks, blackout periods, and alignment to customer business calendars.
- Ensure changes are sequenced and scheduled to minimize risk and operational disruption.
- Perform structured risk and impact analysis for all medium and large changes.
- Facilitate Change Advisory Board (CAB) processes, including preparation, approvals, deferrals, and emergency change handling.
- Coordinate approvals across Infor internal teams and customer stakeholders, ensuring informed decision‑making and accountability.
- Assess the impact of extensions, enhancements, integrations, and configuration changes across the application landscape.
- Work closely with technical teams to ensure changes adhere to Infor extensibility and architectural best practices.
- Identify downstream impacts to support, upgrades, compliance, and long‑term maintainability.
- Define, track, and report key Change Management KPIs, such as change success rate, rollback frequency, emergency change volume, and post‑change incidents.
- Provide regular insights and recommendations to drive improved outcomes and process maturity.
- Use metrics to support continuous improvement initiatives and executive‑level reporting.
- Apply strong technical judgment when evaluating change feasibility, dependencies, and risk.
- Translate technical detail into clear, business‑focused change narratives for stakeholders.
- Act as a bridge between technical delivery teams and service governance, leveraging experience similar to a Service Operations Manager (SOM).
- Identify opportunities to simplify, standardize, and automate change processes using ServiceNow.
- Contribute to the evolution of Infor Managed Services Change Management standards and playbooks.
- Support the creation of a scalable, repeatable Change Management model for future customers.
Qualifications & Experience:
Technical & Professional
- Strong knowledge of ITIL v3/v4 change management practices and service operations using ServiceNow.
- Prior experience in Managed Services and ERP/enterprise applications (Infor products preferred).
- Experience interpreting technical constraints, environments, deployments, and integrations—preferably with a background in Service Operations Management, with Change Management experience.
Soft Skills:
- Excellent communication and stakeholder‑management skills.
- Strong analytical and documentation ability; comfortable producing audit and compliance artifacts.
- Able to work independently within an outcome‑based framework.
Availability Requirements:
- Must be available during UK business hours (9am–6pm) for engagement and collaboration; full‑time presence during those hours is not required, but responsiveness is.
Overall Experience Required
(Integrated as a single, cohesive requirement rather than a breakdown by category.)
CoPilot
Location: Remote, UK-hours coverage (9am–5pm UK time)
Engagement Model: Outcome‑based (3 days/week in 2026; 2 days/week in 2027–2028)
Organization: Managed Services Delivery
Customer: Strategic Account – AML
We are seeking an experienced Change Manager to support a major strategic customer under an outcome‑based Managed Services agreement. This is a key role responsible for maturing and driving the end‑to‑end change management process, improving release quality, increasing governance, reducing risk, and aligning Infor and AML processes into a cohesive model that follows ITIL best practices.
Today this work is distributed across SOMs; this role will consolidate and uplift that capability, shape future best practices, and contribute to a repeatable GTM offering for additional customers.
- Review, streamline, and optimize the existing change approval process while factoring AML’s internal processes. [RE: AML Ch...ential GHR | Outlook]
- Oversee end‑to‑end change lifecycle following ITIL standards—ensuring minimal risk, strong auditability, and alignment with CAB governance practices. [251006_AML...ntation v3 | PowerPoint]
- Coordinate with AML stakeholders, internal consultants, and technical teams to ensure efficient approvals, risk assessments, and communication.
- Create, improve, and maintain change audit documentation, dashboards, and reporting to evaluate accuracy, success rate, and rollback metrics. [RE: AML Ch...ential GHR | Outlook]
- Ensure Segregation of Duties (SoD) compliance and maintain accurate change‑related evidence for internal and external audit needs. [251006_AML...ntation v3 | PowerPoint]
- Maintain detailed records of environment solution levels, including fix deployment timelines, inbound/outbound changes, and version histories. [RE: AML Ch...ential GHR | Outlook]
- Partner with the ATS team and AML to coordinate smoke testing for every release, validate outcomes, and document results thoroughly. [RE: AML Ch...ential GHR | Outlook]
- Apply SOM‑level technical understanding to interpret solution constraints, evaluate risk, and provide actionable guidance to AML during change assessment. [RE: AML Ch...ential GHR | Outlook]
- Oversee technical resources developing automated solutions for environment audits to ensure configuration accuracy and consistency. [RE: AML Ch...ential GHR | Outlook]
- Measure and improve KPIs such as change success rate, CAB approval rate, and incident‑to‑change relationships. [251006_AML...ntation v3 | PowerPoint]
- Codify the role, lessons learned, and process improvements into a reusable GTM offering for customers with similar needs (e.g., Ab Agri). [RE: AML Ch...ential GHR | Outlook]
- Strong knowledge of ITIL v3/v4 change management practices and service operations.
- Prior experience in Managed Services, Cloud Operations, or ERP/enterprise applications.
- Ability to interpret technical constraints, environment structures, deployments, and integrations—ideally with a background similar to a SOM. [RE: AML Ch...ential GHR | Outlook]
- Excellent communication and stakeholder‑management skills.
- Strong analytical and documentation ability; comfortable producing audit and compliance artifacts.
- Able to work independently within an outcome‑based framework.
- Must be available during UK business hours (9am–5pm) for engagement and collaboration; full‑time presence during those hours is not required, but responsiveness is. [RE: AML Ch...ential GHR | Outlook]
This position is essential for stabilizing, maturing, and scaling the change management function within a large, complex, and high‑value customer environment. You will shape not only AML’s experience but future offerings across our Managed Services portfolio.
