Change and Release Manager

In this role as a ServiceNow Functional Consultant specializing in Change & Release Management, your main responsibility will be to standardize and optimize ITIL Service Management processes for a large customer environment. You will focus on delivering and consulting for Change and Release Management processes, consulting and planning for end-to-end CSM / ITSM function and process implementation, and reengineering existing processes while designing new ones to enhance productivity, quality, and service levels. Key Responsibilities: - Standardize and optimize ITIL Service Management processes for a large customer environment - Deliver consulting services for Change and Release Management processes - Consult and plan for end-to-end CSM / ITSM function and process implementation - Reengineer existing processes and design new ones to improve productivity, quality, and service - Lead functional process implementations using ITIL based ITSM tools like ServiceNow - Collaborate with the ServiceNow technical team to implement desired processes using an Agile approach - Support process and tool implementation through appropriate documentation, including processes, functionalities, test scripts, and training materials - Conduct technical reviews as necessary and gather/determine customer requirements for IT assets/services - Identify system problems, recommend solutions, and implement them - Code, test, debug, implement, and document new programs Qualifications Required: - ITIL Intermediate or Expert certification preferred - Experience working with at least one Service Management tool like ServiceNow, BMC Remedy, HPSM, or equivalent - Proven people management skills for a team of 8-10 individuals - Excellent English communication skills, both written and verbal, with business writing proficiency - ServiceNow certification is a plus - Ability to work effectively with clients and internal resources at all levels,