Change Management Service Manager

Ali Mostafavi Ardebily

Cell Number: 416-***-****

E-mail: ***********@*****.***

Linkedin: https://www.linkedin.com/in/ali-mostafavi-ardebily-01119813

Professional Summary

ITSM Change Management and Business Analysis professional with 15+ years supporting enterprise systems and process improvement across financial, healthcare, and telecom sectors. Proven expertise in ITIL-based frameworks, ServiceNow transitions, and stakeholder engagement. Recognized for streamlining change processes and aligning IT services with business strategy.

Core Competencies

IT Change Management (ITIL v4, SDLC, CMM Level 3)

Business Analysis & Process Improvement

Enterprise Systems: Mainframe, Web, Client-Server

ServiceNow, HP Service Manager (SM7/SM9)

Documentation & Stakeholder Communication

Audit Support & Governance

Agile project / Scrum

Fluent in English, Farsi and Dutch

Professional Experience

RBC – Enterprise Change Manager

Toronto, ON Oct 2013 – Mar 2025

Oversaw 300+ weekly enterprise low change requests, ensuring compliance with ITIL and audit standards

Oversaw Retro-Active Emergency and Standard change requests

Provided emergency after-hours support for high-priority change requests

Chaired Enterprise Change Advisory Board (ECAB) med – high priority change requests

Contributed to transition of Change Management module from HP Service Manager to ServiceNow

Provided emergency after-hours support for high-priority changes

Conducted PIRs for major incidents; collaborated with cross-functional teams i.e Major Incident and Problem Management team

Contributed and supported Problem Management team with their Root Cause analysis and Problem resolution

Delivered training to over 50 staff on standardized change processes

Audited Change Autonomy (Automation Change request from initation to closure)

Attended and contributed to Agile Scrum; Planning, Estimate, User Story, Backlog and Daily Stand-up using Jira

Manulife – IS Project Change Management / Business Analyst

Toronto, ON Jan – Nov 2012

Managed 100+ weekly Infrastructure RFCs (VMware, SQL, Citrix, etc.)

Led CAB meetings and failure analysis for unauthorized or failed changes

Supported governance documentation and compliance tracking for change initiatives

eHealth Ontario – Release/Change Management Analyst

Toronto, ON 2008 – 2011

Created Visio-based change flowcharts and process documentation

Led release readiness reviews and walkthroughs

Authored release models and environment change procedures

Helped define escalation paths for incident and problem management

CGI Telecom (Bell Mobility, BDI, Bell ExpressVu) – Sr. Consultant / Business Analyst / QA Lead

Toronto, ON 2001 – 2007

Led JAD workshops for support model development (SAP, NetIQ, APM)

Managed SAP rollout transitions and business documentation for BDI Retail

Served as UAT Test Lead for WNP, handling test planning and defect tracking

Coordinated 75+ CAB meetings; ensured alignment with audit and change policies

Technical Skills

Change & Project Management: ITIL v4, SDLC, CMM Level 3

Tools: ServiceNow, HP Service Manager, Visio, MS Project, Excel

Platforms: Mainframe, Web, Client-Server

Certifications

ITIL v4 Foundation – Toronto, ON

ITIL Service Capability: Release, Control & Validation – Toronto, ON

Associate Project Management – Learning Tree, Toronto, ON

Google Cybersecurity Professional Certificate – Online

Google Agile Project Management Certificate – Online

Google Data Analytics Professional Certificate – Online

Education

Post-Certification in Business Administration – Erasmus University, NL

Undergraduate in Public Administration

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