It support Jobs in Waterloo, ON

This role is responsible for the day-to-day execution and governance of the IT Change Management process, including change reviews, Change Advisory Board (CAB) coordination, emergency change management, and stakeholder engagement. The successful candidate will help maintain the stability and integrity of production environments by ensuring changes are appropriately assessed, approved, and implemented in alignment with ITIL practices and organizational standards.

You will also contribute to continuous improvement initiatives, promote process consistency, and support the ongoing evolution of change management practices within a fast-paced, global environment.

Position Responsibilities:
Change Management Execution & Review

• Execute and govern the IT Change Management process to ensure changes are reviewed, assessed, and implemented effectively.
• Evaluate change requests for completeness, risk, business impact, and implementation readiness.
• Ensure adherence to established change management policies, standards, and procedures.

CAB & Change Governance

• Coordinate and facilitate Change Advisory Board (CAB) meetings.
• Support governance activities related to standard, normal, and emergency changes.
• Ensure appropriate approvals and risk assessments are completed prior to implementation.

Operational Change Coordination

• Monitor and coordinate the execution of approved changes across the organization.
• Identify and mitigate potential scheduling conflicts and operational risks.
• Support emergency change processes to minimize business disruption.

Stakeholder Engagement & Change Consultation

• Collaborate with technical teams, business partners, and operational stakeholders to support successful change outcomes.
• Provide guidance on change management processes, governance requirements, and best practices.
• Foster effective communication and alignment across teams.

Process & Knowledge Management

• Maintain and enhance change management documentation, procedures, and knowledge resources.
• Support process improvement initiatives that increase efficiency, consistency, and compliance.
• Promote knowledge sharing and continuous learning across stakeholders.

Reporting, Metrics & Operational Analysis

• Develop and analyze operational metrics related to change management performance.
• Monitor trends, risks, and opportunities for process improvement.
• Prepare reports and insights to support informed decision-making.

Team Leadership & Development

• Provide leadership, coaching, and guidance to team members as applicable.
• Support a culture of accountability, collaboration, continuous improvement, and operational excellence.
• Encourage professional growth and development within the team.

Required Qualifications:

• 5+ years of experience in IT Change Management, IT Service Management (ITSM), or IT Operations.
• Strong knowledge of ITIL Change Management principles and practices.
• Experience working within a high-volume enterprise environment.
• Familiarity with:
• Change Advisory Board (CAB), Emergency Change Requests (ECR), and change governance workflows.
• Risk-based change assessment and approval processes.
• Multi-segment or global IT environments.
• Demonstrated ability to manage multiple priorities while maintaining operational effectiveness.
• Strong communication, collaboration, and relationship-building skills, with the ability to engage stakeholders at all levels.
• Strong attention to detail and commitment to process accuracy, governance, and compliance.

Preferred Qualifications:

• ITIL Foundation certification or equivalent practical experience.
• Experience using ServiceNow or similar IT Service Management (ITSM) platforms.
• Exposure to:
• Emergency change management processes.
• Change automation and workflow optimization.
• Cross-functional ITSM processes, including Incident, Problem, and Release Management.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$92,900.00 CAD - $142,900.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our .