IT Change Enablement, Request & Demand Manager

Grifols

Manager of Change Enablement for Grifols, improving IT governance and service management processes. Leading global initiatives in a healthcare company focused on plasma-derived medicines.

Posted 4/30/2026full-timeClayton • North Carolina • 🇺🇸 United StatesSeniorLeadWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Design, document, and implement enterprise Change Enablement, Request Management, and Demand Management frameworks aligned to ITIL v4 and regulatory standards.
Establish change classification models, risk scoring methodologies, approval hierarchies, testing validation requirements, and evidence standards.
Personally schedule, facilitate, and govern Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, ensuring structured risk assessment and documented decision-making.
Review and validate change records for completeness, CI impact analysis, rollback plans, and compliance evidence prior to authorization.
Formalize standardized Request Management processes, including intake criteria, approval routing, SLA/OLA controls, and fulfillment governance across internal and external service providers.
Design and operationalize a structured Demand Management intake and evaluation process to assess new enhancements, automation initiatives, compliance requirements, and service changes.
Define demand qualification criteria incorporating business value, regulatory impact, risk exposure, feasibility, and operational capacity constraints.
Facilitate structured demand review forums in alignment with governance standards and strategic priorities.
Ensure traceability between demand decisions, approved changes, service catalogue updates, and implemented workflows.
Partner with ServiceNow Platform Enablement to align workflows, catalog items, risk scoring, and automation models to approved governance standards.
Monitor KPIs including change success rate, emergency change frequency, request fulfillment time, SLA adherence, demand backlog health, and implementation throughput.
Maintain full audit traceability of approvals, risk assessments, validation documentation, and prioritization decisions.
Identify process gaps, recurring control weaknesses, and automation opportunities to improve stability and efficiency.
Drive consistent adoption and enforcement of governance standards across Service Desk, Deskside, Infrastructure, IT Asset Management, and MSP partners.
Develop process documentation, training materials, and job aids to reinforce governance discipline and operational consistency.

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Business, or related discipline; Master’s preferred.
Minimum 7+ years of IT Service Management experience with direct ownership of Change, Request, or Demand governance.
Demonstrated experience establishing structured governance processes in transformation or low-maturity environments.
Strong knowledge of ITIL v4 Change Enablement, Request Management, and Demand Management practices.
Experience facilitating CAB/ECAB forums in regulated or compliance-driven organizations.
Solid understanding of SOX, GxP, and GDPR implications for change control and demand governance.
Hands-on experience with ServiceNow Change and Service Catalog modules.
Strong analytical, facilitation, and stakeholder engagement skills.
ITIL v4 certification required.

Benefits

Comp & perks

Health insurance
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Change EnablementRequest ManagementDemand Managementrisk scoring methodologiesapproval hierarchiesimpact analysisSLA controlsgovernance standardsKPI monitoringprocess documentation

Soft Skills

analytical skillsfacilitation skillsstakeholder engagementgovernance disciplineoperational consistency

Certifications

ITIL v4 certification