ITSM Lead – Change Management
Open Positions: 1
Department: ITSM
Location: Riyadh
Job Type: Full Time
Residence Permit: Saudi National Candidates Preferred
SOL Gulf: Company Profile
SOL helps businesses modernize technology, optimize processes, and accelerate success so our clients stay ahead in a hyper changing world. We are an ambitious team of technology experts with a vision to deliver world class implementation of digital transformations and technology solutions. Based in Saudi Arabia, Pakistan and UAE, SOL believes in world class global solutions with local delivery excellence services.
SOL Quick Facts
Established: 2017
Headquarters: SOL Gulf, Saudi Arabia
Regional Offices: Genesis Systems UAE, SOL Consulting Pakistan
Strategic Alliance: Microsoft, Google Cloud, Oracle, IBM
www.solgulf.com
Job Role:
SOL Gulf is seeking a dynamic and versatile ITSM Lead who will support the effective execution of IT Change Management processes to ensure minimal disruption to services and alignment with organization’s objectives. This is an operational role responsible for managing day-to-day change activities, providing guidance to end users, maintaining accurate records in ServiceNow, and supporting continuous improvement of the Change Management process in line with ITIL best practices.
Key responsibilities ITSM Lead – Change management:
- Change Management Operations
- Coordinate and manage end-to-end Change Management activities in line with approved policies and procedures.
- Log, classify, validate, and track Change Requests (Standard, Normal, Emergency) in ServiceNow.
- Ensure completeness and quality of change records, including impact assessment, risk analysis, implementation plans, rollback plans, and approvals.
- Monitor change lifecycle stages and ensure timely progression, approvals, and closures.
- Support the scheduling and coordination of changes to avoid conflicts and minimize service disruption.
- Facilitate Change Advisory Board (CAB / ECAB) activities, including agenda preparation, running CAB meeting and action tracking.
- Stakeholder & End-User Support
- Act as the first point of contact for end users and technical teams for Change Management process guidance.
- Provide operational support and clarification on Change Management policies, workflows, and ServiceNow usage.
- Coordinate with application, infrastructure, security, and business teams to gather required change information.
- Ensure effective communication of change schedules, approvals, and outcomes to relevant stakeholders.
3. Reporting & Governance
- Prepare and maintain Change Management operational reports and dashboards (e.g., change volume, success rate, emergency changes, compliance).
- Track KPIs and compliance metrics related to Change Management.
- Support in providing accurate documentation, evidence, and traceability of changes to stakeholders & management.
- Escalate risks, non-compliance, or process deviations to the Management.
4. Process Improvement & Continuous Improvement
- Identify operational gaps, recurring issues, and improvement opportunities within the Change Management process.
- Support the ITSM Team in reviewing and enhancing policies, procedures, templates, and workflows.
- Assist in implementing process improvements and ServiceNow enhancements.
Qualifications and Skills:
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
- 4–6 years’ experience in Change Management Operations
- ITIL Foundation certification (Preferred).
- ITSM / ServiceNow training or certification is an advantage.
- Hands-on experience working with ServiceNow Change Management module (Preferred).
- Strong understanding of ITIL Change Management concepts and operational workflows.
- Experience in IT operations, service management, or managed services environment.
- Ability to analyze change impact, risk, and dependencies across IT services.
- Proficiency in MS Office tools (Excel, PowerPoint, Word) for reporting and documentation.
- Basic understanding of incidents, problems, and release management processes and their integration with Change Management.
Competencies & Soft Skills
- Strong organizational and coordination skills with attention to detail.
- Excellent communication skills – English & Arabic (written and verbal) with the ability to interact with technical and non-technical stakeholders.
- Customer-focused mindset with a proactive approach to user support.
- Ability to work effectively in a fast-paced, operational environment with multiple concurrent changes.
- Problem-solving and analytical thinking capabilities.
- Ability to follow defined processes while also contributing to continuous improvement.
- Time management skills with the ability to meet deadlines and manage priorities.
- Team player with the ability to work collaboratively and support the Change Manager.
- Professional attitude with a high level of integrity and accountability.
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at SOL has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.
Equal Employment Opportunity Statement
SOL Gulf is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
SOL Gulf is committed to providing veteran employment opportunities to our service men and women.
