Change Coordinator – IT Service Management (ITIL Environment)

Change Coordinator – IT Service Management (ITIL Environment)

Location: Riyadh, Saudi Arabia
Department: IT Service Management / Change Management
Reports To: Change Manager
Company: One of the Global Big 5 Consulting Firms

About the Role

We are seeking a detail-oriented and proactive Change Coordinator to join one of the world’s Big 5 consulting firms, supporting a large-scale enterprise IT environment. This role is critical in ensuring that all changes across applications, infrastructure, and systems are executed in a controlled, compliant, and risk-aware manner.

You will act as the central coordination point for all change activities, working closely with technical teams, business stakeholders, and leadership to ensure seamless execution with minimal disruption to business operations.

Key Responsibilities

Change Request Management

• Manage and process all incoming Change Requests (CRs) through the Service Management (SM) tool
• Validate and categorize changes (Normal, Standard, Emergency, Unplanned) in line with governance policies
• Perform pre-validation checks including completeness, risk, and impact assessments
• Return or reject incomplete or non-compliant requests with clear feedback

Coordination & Stakeholder Communication

• Coordinate with Change Owners, Approvers, Implementers, and the Change Manager across the full lifecycle
• Ensure timely approvals and adherence to implementation schedules
• Maintain clear and proactive communication with stakeholders on status, risks, and progress
• Act as the central point of contact for all change-related activities

Monitoring & Reporting

• Monitor change activities and compliance via SM dashboards
• Produce and manage key reports, including:
  • Daily Change Reports
  • CAB Meeting Minutes (MOM)
  • TCAB / DCAB Reports
  • Weekend Change Reports
  • Post Implementation Review (PIR) Reports
  • Forward Schedule of Changes (FSC)
  • Power BI dashboards and insights

Change Advisory Board (CAB) Management

• Plan, schedule, and coordinate CAB meetings with all relevant stakeholders
• Facilitate weekly CAB sessions and present change summaries, risks, and dependencies
• Document decisions, action items, and ensure proper follow-up and tracking

Post-Implementation Review (PIR)

• Conduct and document PIRs for completed changes
• Evaluate outcomes, identify root causes, and capture lessons learned
• Drive continuous improvement across change management processes

Candidate Profile

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 3–6 years of experience in IT Service Management (ITSM)
• 2–3 years in a Change Coordination or Change Management role
• Hands-on experience with ITSM tools (ServiceNow, BMC Remedy, Service Manager, etc.)
• Strong understanding of ITIL processes (Change, Incident, Problem Management)
• Experience with reporting tools such as Power BI and Excel

Core Competencies

• Excellent communication and stakeholder management skills
• Strong attention to detail and organizational abilities
• Analytical mindset with risk and impact assessment capabilities
• Ability to manage multiple priorities in a fast-paced, enterprise environment

Preferred Qualifications

• ITIL v4 Foundation certification or higher
• Experience in large, complex enterprise environments (consulting experience is a plus)
• Experience facilitating CAB meetings
• Knowledge of risk assessment and impact analysis frameworks

Key Performance Indicators (KPIs)

• Timely processing and approval of change requests
• Accuracy and completeness of documentation
• Reduction in change-related incidents and rollbacks
• Stakeholder satisfaction levels
• Compliance with SLAs and audit requirements

Client Requirements

• IT educational background is mandatory
• Proven experience handling both infrastructure and application changes
• ITIL v4 certification (or higher) is required
• Must be currently based in Riyadh and available to join immediately

Why Join This Opportunity

• Join one of the world’s leading Big 5 consulting firms
• Work within a high-impact, enterprise-scale IT environment
• Exposure to best-in-class ITIL practices and governance frameworks
• Strong career growth within consulting and service management tracks
• Collaborative, high-performance culture with global standards