Ict Change And Configuration Manager

The ICT Change and Configuration Manager is a pivotal role within IT Service Management (ITSM), responsible for ensuring that all changes to ICT infrastructure, applications, and services are managed in a controlled, risk-aware, and efficient manner. This role oversees the entire change lifecycle—from request and assessment through approval, implementation, and post-implementation review—while simultaneously maintaining the integrity of the Configuration Management Database (CMDB). The manager ensures that every change is aligned with business objectives, minimizes service disruption, and complies with regulatory and governance standards.

On a day-to-day basis, the ICT Change and Configuration Manager chairs Change Advisory Board (CAB) meetings, evaluates change requests for technical feasibility and business impact, and coordinates with cross-functional teams including development, operations, security, and project management. They define and enforce change management policies, standard operating procedures, and emergency change protocols. In parallel, they oversee configuration management processes, ensuring that all configuration items (CIs) are accurately recorded, updated, and audited. This includes managing relationships between CIs, tracking asset lifecycles, and supporting incident and problem management with reliable configuration data.

Technical scope spans ITIL frameworks, CMDB tools (e.g., ServiceNow, BMC Remedy), automation tools (e.g., Ansible, Puppet), and monitoring systems. The role demands deep understanding of IT infrastructure, cloud services, network components, and application dependencies. Seniority levels vary: Junior managers focus on process execution and CMDB maintenance; Mid-level managers lead CABs and drive process improvements; Senior managers define strategic direction, align with IT governance (e.g., COBIT), and influence organizational change culture.

Collaboration patterns are extensive: daily interaction with IT teams, project managers, and business stakeholders; weekly CAB meetings; and periodic audits. Remote compatibility is high, as most coordination occurs via digital tools and virtual meetings. Salary drivers include industry (finance, telecom, healthcare pay premium), certifications (ITIL Managing Professional, CCMP), experience with enterprise-scale CMDBs, and proficiency in automation and DevOps integration. Common stack signals include ServiceNow ITSM, Jira Service Management, and Microsoft Configuration Manager. This role is essential for organizations pursuing ITIL best practices, regulatory compliance, and operational excellence.