ITSM Change/Release Manager

 Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for an ITSM Change/Release Manager to work in Fidelity’s Enterprise Infrastructure Group in Merrimack NH, Westlake TX or Smithfield RI.

The Role

The Enterprise Infrastructure (EI) Operations team is looking for a highly motivated individual to provide ITSM Change Management support for Fidelity’s Production environment. In this role, you will be responsible for the execution of ITSM Change Management processes in accordance with Fidelity’s goal of production stability. The ITSM Change Manager ensures that standardized methods and procedures are used for efficient and timely handling of all production ITSM change and release activities to improve service quality and delivery.
This is a highly visible position that requires frequent contact with Leadership. Your excellent communications skills and your ability to prioritize numerous tasks simultaneously will serve you well as a focal point of a dynamic, fast-paced business environment.

Team

An ITSM Change Manager provides technical expertise and works with support staff, development groups and internal customers in the identification, review and timely execution of changes in production and contributes to the accuracy of changes and releases they review/approve. You will be responsible for working on risk assessment and oversight of highly complex Enterprise Infrastructure and Network services. The role is high energy, high engagement with high awareness of global teams, technologies, and leadership. It provides an exceptional opportunity to obtain full appreciation, insight and understanding of systems, operations and processes across a global enterprise.

The Expertise You Have

• 5+ years in a similar operational role required with a technical capability.
• Excellent written and verbal communication skills in English, ability to communicate both technical and non-technical information, depending upon the audience.
• Experience of data analysis and trending with ability to identify improvements and actions.
• Must have an understanding of the ITIL ITSM practice to support the day-to-day operations.
• Proven ability to quickly understand sophisticated systems.
• Diligent with the ability to follow processes and procedures.
• Proven ability to adapt to changes in processes and practices.
• Ability to rapidly absorb and understand complex technical situations.
• Ability to facilitate conversations with large groups of remote people.
• Ability to handle and prioritize tasks and time efficiently.
• Ability to identify process improvements and communicate them verbally and in writing.
• Ability to build effective working relationships with peers and internal business partners.
• Respectful, and able to act in an often-complex business environment.

• Demonstrates an understanding of policies, procedures, standards, environment, and underlying importance/need of change management processes.
• Reviews and assesses the content of change requests to ensure required details are included.
• Participates in change review and Change Advisory Board meetings.
• Facilities and provides oversight for systems installation, code deployment and infrastructure changes.
• Assesses and optimally communicates the impact of change request on existing systems and confirms the effort involved in implementing the change.
• Monitors and reports on the progress of change implementation efforts.
• Communicates change activities to management and the business area.
• Recommends course of action if change is not proceeding as documented.
• Identifies when and where change procedures break down.
• Provides operational support of systems installations, configuration of systems installations and infrastructure changes.
• Works with development and business partners to define transition plans for ownership of systems/application to production; oversees implementation of plans.
• Collaborate with the Incident and Problem Management teams.
• Interact with internal customers (i.e., Product Managers, Project Managers, and Business Analysts, etc.).
• Work with multi-functional teams, globally, and across cultural boundaries.
• Apply business impact assessments techniques to evaluate impact of proposed system changes.

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.

Company Overview

Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity’s U.S.-based regional and investor center locations. If you would like to experience Fidelity’s supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at 

We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at

At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money. For information about working at Fidelity, visit

Fidelity TalentSource's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

Fidelity Investments and Fidelity TalentSource are equal opportunity employers.