Change Enablement - Manager (ITSM)

Grant Thornton Capability Center Poland (GTCC) supports the operations of the Grant Thornton Advisors multinational platform by bringing together people, technology, and delivery capabilities to help teams work across markets and time zones. The center is part of a multinational platform with over 25,000 professionals across 20+ firms. GTCC Poland provides coordination and operational support to facilitate consistent delivery within an environment built on collaboration, accountability, and quality.

• Strong understanding of ITIL Change Enablement / Change Management practices.
• Attention to detail with the ability to manage multiple concurrent changes.
• Strong communication and coordination skills across technical and non-technical teams.
• Comfortable operating in a fast-paced, globally distributed environment.
• Working knowledge of ServiceNow ITSM and CI/CD-enabled delivery models.
• Fluency in English and Polish.
• Bachelor’s degree in Information Systems, Engineering, Computer Science, or equivalent experience.
• ITIL Foundation certification preferred.
• 4–6+ years of experience in IT Operations, ITSM, or Change Management roles.

Change Execution & Coordination:

• Coordinate the end-to-end lifecycle of standard, normal, and emergency changes in accordance with established Change Enablement processes.
• Ensure change records are complete, accurate, and compliant with defined data, risk, and approval standards.
• Facilitate change scheduling and collision detection to reduce service impact and resource conflicts.
• Support emergency change execution by ensuring appropriate approvals, documentation, and post-implementation review.

CAB & Stakeholder Engagement:

• Prepare, manage, and facilitate Change Advisory Board (CAB) meetings and ad-hoc change reviews.
• Partner with change requestors, service owners, and technical teams to clarify scope, risk, dependencies, and rollback plans.
• Communicate change approvals, deferrals, and rejections in a timely and clear manner.

Tooling & Data Management:

• Execute Change Management workflows within ServiceNow (or equivalent ITSM platform).
• Maintain change calendars, dashboards, and operational reports.
• Support audits and compliance reviews through accurate record keeping and evidence collection.