Support Change Manager

Company OverviewAt Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview NYC 9-1-1 NGCS and Call Handling Service

Job DescriptionWe are seeking an experienced Software Support Change Manager to oversee the end-to-end lifecycle of all software updates, patch deployments, system modifications, and new features.

In this role, you will be responsible for evaluating the risk and impact of technical software changes, leading the Change Advisory Board (CAB), and ensuring that our tier-1 to tier-3 technical support teams, client success teams, and end-users are fully trained, informed, and equipped for every rollout. You will minimize operational downtime, mitigate deployment risks, and drive smooth user adoption.

Key Responsibilities1. Release & Technical Change Governance

• Lead and govern the Request for Change (RFC) process for software support operations, bug fixes, updates, and major feature rollouts.

• Chair the Change Advisory Board (CAB), facilitating risk assessments, deployment schedule reviews, and dependency checks across dev, QA, and support teams.

• Maintain the master Software Change Schedule and release calendar to avoid overlapping deployments and high-friction release windows.

• Establish clear rollback plans, post-implementation reviews (PIR), and incident contingency strategies for every change ticket.

1. Support Enablement & Organizational Change Management (OCM)

• Act as the primary liaison between Software Engineering/Product teams and Tier 1–3 Customer Support.

• Conduct Change Impact Assessments to evaluate how software updates alter existing support workflows, scripts, and customer-facing features.

• Ensure Knowledge Base (KB) articles, internal support documentation, and troubleshooting playbooks are updated before changes go live.

• Coordinate training sessions and release briefings for support leads and helpdesk staff on incoming software features and known workarounds.

1. Continuous Improvement & Analytics

• Monitor change success metrics (e.g., Change Failure Rate, Emergency Changes, Ticket Volume Spikes post-deployment, and Mean Time to Restore).

• Drive post-mortem analysis for failed changes or release-related support incidents to prevent recurring issues.

• Continuously refine ITIL/ITSM change workflows to balance speed (DevOps/Agile) with operational safety.

Required Qualifications

Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience.

Experience: 3–5+ years in IT Change Management, Technical Support Lead roles, or Software Delivery Management.

Technical Mastery: Deep familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, Freshservice) and release management practices.

Framework Knowledge: Strong understanding of ITIL v3/v4 frameworks (specifically Change Enablement / Service Transition).

Soft Skills: Exceptional cross-functional communication, conflict resolution, and stakeholder management skills under high-pressure deployment deadlines.

Preferred Qualifications

Certifications: ITIL 4 Foundation / Managing Professional, Prosci Certified Change Practitioner, or Certified Change Management Professional (CCMP).

Agile/DevOps: Experience in CI/CD pipelines, DevOps environments, and SaaS software deployment cycles.

Basic Requirements

Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, OR eq...