Track Lead - Change Management, ServiceNow

Job Summary

Change Manager (L3) Function: Common Services – Change Management Location: Hyderabad / Bangalore Experience: 10–12 years Role Summary The Change Manager will lead and govern the IT Change Management process across multiple technology towers and service providers. The role is responsible for maintaining process control, assessing business-critical changes, managing risk, chairing governance forums, and improving change performance across the service environment.

Key Responsibilities

Roles and Responsibilities Own and govern the end-to-end Change Management process across infrastructure, application, cloud, security, network, and workplace services. Define and maintain Change Management policies, procedures, governance controls, and operating standards. Review high-risk, complex, and business-critical changes to ensure implementation readiness and appropriate authorization. Chair CAB and Emergency CAB meetings, facilitating decisions and resolving conflicts between technical and business stakeholders. Ensure change requests include appropriate impact assessments, test results, implementation plans, communications, and rollback procedures. Manage the forward schedule of change, major change windows, blackout periods, and dependencies across projects and operational teams. Work closely with Incident, Problem, Release, Service Delivery, Project Management, and technical teams to reduce change-related disruption. Monitor change performance, including successful, failed, backed-out, emergency, and change-related incident trends. Provide governance reports and management dashboards to senior stakeholders, highlighting risks, exceptions, and improvement actions. Lead post-implementation reviews for failed or high-impact changes and ensure corrective actions are tracked to closure. Support internal and external audits and ensure appropriate process evidence and documentation are maintained. Drive continual improvement initiatives to increase change success rates, improve governance compliance, and reduce operational risk.

Skill Requirements

Mandatory Skills Enterprise IT Change Management ServiceNow Change Management CAB and eCAB leadership Change governance and process ownership Risk and business-impact management ITIL Service Management processes Executive stakeholder and vendor management ITSM metrics, dashboards, and reporting Audit and compliance management

Other Requirements

Certifications Mandatory: ITIL v4 Foundation Preferred: ITIL Managing Professional PMP