ITSM Change Management Specialist (m/f/d)

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Role Purpose:

To support the effective operation of the Change Management process across  DHL Express Global Aviation IT by coordinating and administering change activities, maintaining process compliance, and ensuring accurate documentation and stakeholder communication. Through effective execution of Change Management practices, the role contributes to stability, integrity, and reliability of production IT services while supporting controlled and predictable transformation of the IT landscape.

How will you contribute to the success of DHL?

• Execute Change Management activities in accordance with defined policies, processes, and procedures.
• Coordinate and track changes throughout their lifecycle, ensuring records are complete, accurate, and maintained within agreed timelines.
• Support Change assessments and validation activities to ensure appropriate risk, impact, and implementation information is captured.
• Facilitate communication between change requestors, technical teams, and stakeholders.
• Support the preparation and administration of Change Advisory Board (CAB) meetings.
• Monitor change records for quality, completeness, and compliance with process requirements.
• Assist in the production of operational reports and KPI data relating to Change Management.
• Support post implementation reviews and ensure lessons learned are documented and shared.
• Contribute to the maintenance of process documentation, knowledge articles, and user guidance materials.
• Develop and maintain working knowledge of Change Management best practices, ITSM processes, and ServiceNow capabilities.
• Operate effectively in a multinational and multicultural environment across multiple time zones.
• Support continual service improvement initiatives within the Change Management process.

Do you have what it takes?

• Bachelor's degree in information technology or equivalent experience preferred.
• Minimum 2-3 years experience in IT Service Management, Change Management, Release Management or a related discipline.
• ITIL Foundation certification preferred.
• Experience using ServiceNow or equivalent ITSM tooling.
• Fluent English written and spoken.
• Basic knowledge of GAIT operations and cross-functional dependencies.
• Good understanding of Express business processes and stakeholder landscape.
• Basic understanding of Change Management and CMDB concepts.
• Good understanding of enterprise IT environments including operating systems, networking and business applications.
• Experience working in multicultural and geographically distributed environments.

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

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