IT Change Manager (ITIL / ITSM / ServiceNow), Officer

Why This Role Is Important to Us

Global Technology Services (GTS) is a critical enabler of State Street’s business, supporting the delivery of technology platforms, data, and insights to our clients. As we continue our digital transformation across cloud, automation, and modern delivery practices, effective IT Change Management is essential to maintaining platform stability, reducing risk, and enabling predictable delivery.

This role plays a key part in balancing speed, control, and operational resilience across the enterprise.

What You Will Be Responsible For

• Develop and evolve the enterprise IT Change Management strategy, aligned with ITIL v4 / ITSM standards
• Define and maintain change governance models, policies, processes, and controls
• Lead change management transformation and remediation initiatives
• Own day‑to‑day IT Change Operations, including:• Change assessment, approval, and risk management
• CAB facilitation and oversight
• Stakeholder communication across IT and business teams

• Partner with application and infrastructure teams to support Agile and Waterfall delivery models
• Monitor and report on change performance metrics, trends, and risk indicators
• Drive continuous improvement of change processes using data and operational feedback
• Ensure alignment with incident, problem, and release management practices
• Support audit, risk, and compliance activities related to IT Change Management

What We Value

Success in this role requires a disciplined, pragmatic approach to IT change, with emphasis on:

• Clear, repeatable ITSM standards that enable scale and predictability
• Strong governance with minimal operational friction
• Effective planning, execution, and accountability
• Data‑driven continuous improvement
• Transparency, reliability, and ownership

Education & Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience
• 3+ years of hands‑on IT Change Management experience in an enterprise IT environment
• Strong working knowledge of ITIL (v4 preferred) and ITSM frameworks
• Experience managing change across application and/or infrastructure environments
• Familiarity with Agile and Waterfall SDLC methodologies
• Background in IT project deployment, incident management, and problem management
• Experience facilitating governance forums such as CAB
• ServiceNow Change Management experience strongly preferred
• Strong written and verbal communication skills

• Ability to operate effectively under pressure and meet tight deadlines
• Proficiency with Microsoft Office tools (Excel, PowerPoint, Word, SharePoint, Outlook)
• Four days per week in‑office, supporting North America and APAC coverage

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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