About this role
<style type="text/css"> table.MiTabla { max-width: 1020px;!important </style> <table border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554718/SSFF_02_CLAYTON.jpg/4f428334-9cb2-1679-ffa2-c56b3cd1097b?t=1636640425916" alt="" align="top/"></td> </tr> <tr> <td> <p style="text-align:justify">Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.</p> </td> </tr> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></td> </tr> </tbody> </table><p>Summary:</p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">The Manager of Change Enablement, Request & Demand Management is responsible for designing, establishing, governing, and operating Grifols’ global Change, Request, and Demand Management disciplines within a low-maturity ITSM environment.</span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">This role will formalize governance structures, define operational controls, and personally lead the execution of CAB/ECAB forums, structured request fulfillment standards, and disciplined demand intake and prioritization processes. The position bridges governance, operations, and platform enablement to ensure that changes, requests, and new demands are managed in a controlled, auditable, and value-driven manner aligned with ITIL best practices and regulatory requirements (SOX, GxP, GDPR).</span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Operating within Service Management & Performance, this role will move the organization from reactive and informal practices toward standardized, measurable, and enforceable governance.</span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Primary Responsibilities</span></p> <ul style="margin-top:3.0pt;margin-bottom:3.0pt"> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Design, document, and implement enterprise Change Enablement, Request Management, and Demand Management frameworks aligned to ITIL v4 and regulatory standards.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Establish change classification models, risk scoring methodologies, approval hierarchies, testing validation requirements, and evidence standards.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Personally schedule, facilitate, and govern Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, ensuring structured risk assessment and documented decision-making.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Review and validate change records for completeness, CI impact analysis, rollback plans, and compliance evidence prior to authorization.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Formalize standardized Request Management processes, including intake criteria, approval routing, SLA/OLA controls, and fulfillment governance across internal and external service providers.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Design and operationalize a structured Demand Management intake and evaluation process to assess new enhancements, automation initiatives, compliance requirements, and service changes.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Define demand qualification criteria incorporating business value, regulatory impact, risk exposure, feasibility, and operational capacity constraints.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Facilitate structured demand review forums in alignment with governance standards and strategic priorities.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Ensure traceability between demand decisions, approved changes, service catalogue updates, and implemented workflows.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Partner with ServiceNow Platform Enablement to align workflows, catalog items, risk scoring, and automation models to approved governance standards.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Monitor KPIs including change success rate, emergency change frequency, request fulfillment time, SLA adherence, demand backlog health, and implementation throughput.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Maintain full audit traceability of approvals, risk assessments, validation documentation, and prioritization decisions.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Identify process gaps, recurring control weaknesses, and automation opportunities to improve stability and efficiency.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Drive consistent adoption and enforcement of governance standards across Service Desk, Deskside, Infrastructure, IT Asset Management, and MSP partners.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Develop process documentation, training materials, and job aids to reinforce governance discipline and operational consistency.</span></li> </ul> <p style="font-size:12.0pt;font-family:'Times New Roman', serif;margin:3.0pt 0.0in 3.0pt 24.0px"> </p> <p style="font-size:12.0pt;font-family:'Times New Roman', serif;margin:3.0pt 0.0in 3.0pt 24.0px"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Qualifications</span></p> <ul style="margin-top:3.0pt;margin-bottom:3.0pt"> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Bachelor’s degree in Information Technology, Business, or related discipline; Master’s preferred.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Minimum 7+ years of IT Service Management experience with direct ownership of Change, Request, or Demand governance.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Demonstrated experience establishing structured governance processes in transformation or low-maturity environments.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Strong knowledge of ITIL v4 Change Enablement, Request Management, and Demand Management practices.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Experience facilitating CAB/ECAB forums in regulated or compliance-driven organizations.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Solid understanding of SOX, GxP, and GDPR implications for change control and demand governance.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Hands-on experience with ServiceNow Change and Service Catalog modules.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Strong analytical, facilitation, and stakeholder engagement skills.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">ITIL v4 certification required.</span></li> </ul><p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Third Party Agency and Recruiter Notice:</span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.</span></span></p> <p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><strong><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.</span></span></strong></p> <p> </p> <p><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></p> <p><strong>Location: NORTH AMERICA : USA : NC-Clayton:USNC0002 - Clayton</strong> </p> <p> </p> <p><a href="https://www.grifols.com/en/what-we-do" target="_blank" rel="noopener">Learn more about Grifols</a></p> <p> </p>