Location

Brookfield Place - 181 Bay Street

Technology Services

Technology Services (TS) is responsible for delivering all enterprise infrastructure, applications and related end user technology services across all Brookfield business groups, comprised of approximately 6,500 users.

Brookfield Culture

Brookfield has a unique and dynamic culture. We seek team members who have a long-term focus and whose values align with our Attributes of a Brookfield Leader: Entrepreneurial, Collaborative and Disciplined. Brookfield is committed to the development of our people through challenging work assignments and exposure to diverse businesses.

Job Description

Position Summary

The Manager of Change Management leads the enterprise Change Management function, ensuring all technology and infrastructure changes are controlled, auditable, and minimize business disruption. This role governs process design, risk management, and operational excellence, while driving standardization, automation, and compliance across Technology Services.

Key Responsibilities

Change Governance & Execution

• Lead the global Change Management process, ensuring all technology changes are logged, reviewed, approved, implemented, and closed in ServiceNow.
• Promote a consistent and auditable change process across all Technology Services teams.
• Serve as the final escalation point for high-risk, unclear, or disputed changes.
• Ensure that 100% of production changes are properly documented, approved, and closed.

Change Advisory Board (CAB) Leadership

• Prepare and lead weekly CAB meetings to govern and enable changes.
• Review risk, impact, testing, and rollback plans, ensuring the right stakeholder involvement.
• Reduce emergency and last-minute changes through disciplined review and planning.
• Maintain clear CAB agendas, decisions, and approval records.

Education, Training & Enablement

• Educate all Delivery and Technology Services teams on the end-to-end change lifecycle, roles, and approval requirements.
• Reinforce standards for risk assessment, testing, and rollback planning.
• Deliver regular training and publish clear change guidance and knowledge articles.
• Enable teams to execute safe, compliant changes independently, with measurable improvement in change quality and compliance.

Major Incident Management (MIM) Participation

• Participate in the Major Incident Management Council and co-lead MIM activities for the assigned region during local hours.
• Activate and manage incident bridges, coordinate resolver groups, and issue outage communications within SLA.
• Conduct post-incident reviews, track root causes, and ensure timely remediation.
• Contribute to MIM playbooks, severity definitions, and communication protocols.
• Actively prevent changes from becoming Major Incidents, with a clear objective of zero major incidents caused by failed or unmanaged changes.

Risk Management & Impact Assessment

• Partner with Service Owners and Service Delivery Managers to assess dependencies and downstream impacts of changes.
• Use historical performance, risk trends, and impact data to guide CAB decisions.
• Ensure all production changes include appropriate testing and backout plans.

Process Optimization & Automation

• Identify process bottlenecks and inefficiencies and drive continuous improvement.
• Use ServiceNow automation to standardize workflows, automate approvals, and improve risk classification.
• Improve change throughput while reducing failure rates and manual effort.

Reporting, Analytics & Insight

• Work with ServiceNow Operate to develop dashboards tracking change volume, success rate, emergency changes, and risk trends.
• Analyze data to identify repeat issues, risky patterns, and systemic weaknesses.
• Turn reporting into actionable insights that reduce failed and emergency changes.

What Success Looks Like

The Manager of Change Management will have:

• Established a consistently adopted global change process across Technology Services.
• Earned credibility with Service Owners and Delivery Teams thru effective CAB leadership.
• Reduced emergency, and last-minute changes thru improved planning and governance.
• Ensured all production changes are accurately logged, approved, and closed in ServiceNow.
• Enabled teams to execute safe, compliant changes thru clear guidance and training.
• Improved visibility into change performance thru actionable reporting and trend analysis.
• Prevented change-related major incidents and completed timely post-incident reviews.

Qualifications

Required:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 6-10 years of experience in IT Service Management with strong focus on Change Management.
• Proven leadership experience managing enterprise-level change processes.
• Strong knowledge of ITIL framework and governance principles.
• Hands-on experience with ITSM tools such as ServiceNow.
• Excellent communication and facilitation skills.

Preferred:

• ITIL Foundation certification required; Intermediate/Managing Professional preferred.
• Experience implementing change automation and risk modeling.
• Familiarity with compliance frameworks (e.g., SOX, ISO, NIST).
• Experience working in complex, global, and matrixed technology environments.

Salary Range - CAD 110,000- 125,000

#LI-MW1

Position Opening Reason:

New Position

Brookfield is committed to maintaining a Positive Work Environment that is safe and respectful; our shared success depends on it. Accordingly, we do not tolerate workplace discrimination, violence or harassment.

Brookfield is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act. Should you require a Human Rights Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.