Process Manager

Job Description

Job Description:

The Process Manager, ITSM Change & Release Management is responsible for overseeing and enforcing ITIL-based change and release management processes to ensure controlled and efficient deployment of IT changes. This role ensures that IT changes are implemented with minimal disruption to business operations while maintaining compliance, risk management, and operational excellence. This position will work closely with internal IT teams, business stakeholders, and service providers to drive process maturity, governance, and continuous improvement.

Essential Functions:

Manage the end-to-end Change and Release Management lifecycle, ensuring adherence to ITIL best practices.

Oversee the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings to review, assess, and approve change requests.

Ensure compliance with IT governance, SOX, PCI-DSS, GDPR, and other regulatory requirements related to change management.

Serve as the primary point of contact for change escalations and risk assessments.

Identify and implement automation opportunities to improve the efficiency of change and release management.

Leverage ServiceNow Change Management Workbench and other ITSM tools to optimize workflows.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to . The EEOC "Know Your Rights" Poster is available here .

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Skills and Requirements

IT service management, focusing on Change & Release Management

Understand ServiceNow as a change manager assist in changes, needs to understand how to run a CAB report, set up CAB report

Ensure compliance with IT governance, SOX, PCI-DSS, GDPR, and other regulatory requirements related to change management. Masters degree - Information Technology, Computer Science, or related field or equivalent work experience

Experience in the cruise and/or travel industry.

Certifications: ITIL Certification (V3 or V4), ServiceNow Certification (CIS-ITSM, ServiceNow Administrator), PMP null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to .