Senior Expert – Change Management (ITSM)

Company Description

Fineco Bank is a leading European bank with a 20 years history and a fully digital DNA with a branchless approach since the start. Fineco is one of the banks with the widest products range available. We have developed a truly one-stop-solution which includes trading, investment and payment services. We have developed a 100% proprietary platform for trading and investment which covers all customer needs from trading listed and OTC product to investment product such as mutual funds and ETF. In addition to this we also offer banking and payment solution for domestic and international demand.

Position

We are looking for a senior practitioner to own the Change Enablement process end-to-end in a complex, regulated enterprise. You will lead risk-based assessment and scheduling of changes, chair the CAB / support ECAB, and orchestrate cross-tower execution with Incident, Problem, Release and CMDB functions to protect service reliability while enabling safe delivery.

What you’ll do

• Own & evolve the Change Management process (policy, RACI, workflow, tooling), ensuring consistent risk, impact, and dependency assessment across infrastructure and applications.

• Chair the Change Advisory Board (CAB) and coordinate ECAB for urgent decisions; enforce change classification (Standard/Normal/Emergency), priority and approval paths.

• Plan release windows and freeze periods with Release/Operations; drive change batching and readiness reviews to minimize risk.

• Integrate with Incident & Problem to prevent recurrences and enable safe remediation of Major Incidents; lead post-implementation reviews and trend analysis.

• Leverage CMDB for blast-radius analysis and change collision detection; ensure CI relationships support risk assessment and scheduling.

• Operate and enhance the ITSM platform for Change workflows, automation, notifications and reporting; ensure auditability and segregation of duties.

• Compliance & audit readiness: embed controls aligned to DORA/EBA, ISO 27001, COBIT and internal policies; produce evidence packs for audits and regulators.

• KPIs & outcomes: drive Change Success Rate, Emergency Change Ratio, Change-related Incident Rate, Lead Time to Deploy, and CAB throughput; publish dashboards and executive readouts.

Requirements

• 7–10+ years in IT Service Management with deep Change Management expertise in large, distributed, mission-critical environments.

• Hands-on ServiceNow ITSM (Change, Incident, Problem, CMDB); familiarity with release orchestration and CI dependency mapping.

• Strong grasp of ITIL v4 Change Enablement practices, including Standard/Normal/Emergency pathways and risk categorization.

• Experience in regulated industries (e.g., financial services) with audit, risk, and compliance exposure (DORA/EBA/ISO/COBIT). Excellent stakeholder management and facilitation (CAB), with the ability to translate risk and technical detail into clear decisions.

• Analytical mindset; comfortable with data storytelling and continuous improvement across ITSM KPIs.

Nice to have

• Experience integrating Change with DevOps/SDLC pipelines and deployment automation.

• Exposure to AIOps/automation to predict change risk and prevent change-related incidents.

• Certifications: ITIL 4 Managing Professional, ServiceNow (CIS-ITSM), COBIT, ISO 27001 Lead Implementer/Auditor.

Other information

Sede di lavoro: Milano (alternanza presenza in sede e smart working)

Il Gruppo Fineco è orgoglioso di essere un Equal Opportunity Employer e si impegna a creare un ambiente di lavoro sicuro e inclusivo, fondato sul rispetto reciproco e la valorizzazione di qualsiasi diversità, offrendo pari opportunità di lavoro. Fineco “The Place To Be”