Manager - Change Management

Khazna was founded in 2012 and has grown rapidly into becoming the leading and trusted wholesale Data Center provider in the Middle East and North Africa region. Through our Data Centers, we provide industry benchmark levels of power supply and cooling services to better serve the growing need for data center operations in the UAE and wider region.

We are seeking a Data Center (DC) Operations Change Manager to lead the end-to-end change management process within our mission-critical data center environment. In this pivotal role, you will serve as the gatekeeper of operational stability, ensuring all changes align with ITIL best practices and organizational goals. You will be responsible for reviewing and assessing proposed changes, evaluating their risk and impact, and leading Change Advisory Board (CAB) meetings. Your oversight will be critical in ensuring that every modification supports business objectives while safeguarding uptime, security, and compliance.

Key Accountabilities:

• Lead, mentor, and develop a distributed team of Site Change Engineers, setting performance goals and fostering professional growth.
• Standardize change-management practices across sites through training, coaching, and regular performance reviews.
• Validate and triage all change requests, ensuring completeness, accurate risk and impact analysis, and adherence to ITIL v4 standards.
• Classify changes (standard, normal, emergency), recommend approval paths, and confirm robust back-out plans.
• Schedule and facilitate weekly CAB meetings, setting agendas that align customer demands with operational resilience.
• Present major and high-risk change proposals—supported by data, impact assessments, and mitigation plans—to stakeholders for decision.
• Document CAB decisions, action items, and follow-up tasks in the change-management system.
• Own and refine the Change Management policy, workflows, templates, and tools in alignment with ITIL and audit requirements.
• Track metrics (success rates, unauthorized changes, rollback incidents) and deliver performance reports to senior leadership.
• Identify process bottlenecks and lead initiatives to accelerate change lifecycles and improve change quality.
• Act as the change-governance single point of accountability, liaising with Operations, Engineering, Security, Compliance, and third-party vendors.
• Communicate planned changes, maintenance windows, and post-implementation reviews to all impacted teams.
• Maintain an accurate Change Management database, ensuring CMDB entries reflect approved changes and configuration item relationships.
• Produce weekly and monthly change-performance dashboards, highlighting trends, risks, and opportunities for improvement.
• Lead post-implementation reviews (PIRs) for failed or emergency changes, driving root-cause analysis and corrective actions.

Minimum Qualifications:

• Bachelor’s degree in information technology, Engineering, or a related discipline.
• Minimum 5 years in ITIL-based Change Management, including at least 2 years in a data center or critical-infrastructure setting.
• ITIL Foundation v4 certification required; Practitioner or higher preferred.
• Proven experience leading a multidisciplinary CAB and managing geographically dispersed teams.
• Hands-on with ITSM platforms (ServiceNow, Cherwell, BMC Remedy) and Change Management modules.

Additional Qualifications:

• Strong analytical skills to identify and mitigate reliability risks.
• Effective stakeholder management to collaborate with Operations, Engineering, and Asset Management teams.
• Ability to drive a reliability-focused culture through training, knowledge sharing and process optimization.
• Strong communication and reporting skills for conveying risk insights to senior leadership.