Role Description
The
Change Manager
is responsible for ensuring that all IT changes across
Client’s technology landscape
are implemented in a
controlled, secure, and compliant
manner, minimizing risk and disruption to business operations.This role governs the
end-to-end lifecycle of change management
, ensuring that all changes are properly assessed, approved, implemented, and reviewed.The Change Manager works closely with
Release, Problem, and Incident Management
functions to uphold
service stability
and
operational excellence
.
Change Management Governance
- Own and manage the Change Management lifecycle (Standard, Normal, and Emergency changes).
- Review, assess, and authorize change requests for risk, impact, readiness, and compliance before implementation.
- Chair Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings, ensuring timely and informed decision-making.
- Maintain and publish the Forward Schedule of Change (FSC) to prevent conflicts and minimize downtime.
- Ensure all changes adhere to defined policies, workflows, and documentation standards within the ITSM platform.
- Monitor and track unauthorized changes, failed changes, and change success rates, driving corrective actions where needed.
- Ensure Post Implementation Reviews (PIRs) are conducted for high-risk or failed changes to capture lessons learned.
- Collaborate with Release, Problem, and Availability teams to maintain operational stability and service continuity.
Process Governance & Continuous Improvement
- Define, refine, and enforce Change Management policies, procedures, templates, and KPIs.
- Conduct periodic audits to ensure process compliance and control effectiveness.
- Drive process automation and reporting improvements in the ITSM platform for enhanced visibility and efficiency.
- Provide regular dashboards, metrics, and performance reports to leadership and service owners.
- Support internal and external audits (ISO 20000, SOX, ITGC) with required process evidence and compliance documentation.
Stakeholder Management
- Act as a single point of contact for all change-related escalations and communications.
- Engage with technical teams, project managers, and business stakeholders to ensure proper coordination and communication.
- Conduct awareness and training sessions to promote change management best practices across delivery teams.
- Required Skills & Experience
Technical & Process Skills
- Strong understanding of ITIL v4 Change Management processes and best practices.
- Hands-on experience with ITSM tools such as ManageEngine, ServiceNow, or BMC Remedy.
- Working knowledge of Incident, Problem, Release, and Configuration Management integration.
- Ability to assess change impact and risk across infrastructure, cloud, and application layers.
- Proven experience facilitating CAB/eCAB meetings and ensuring timely change execution.
- Proficiency in reporting and analytics using Power BI or Excel.
- Familiarity with compliance frameworks such as SOX, ISO 27001, and ITGC.
Soft Skills
- Strong communication and facilitation skills for effective interaction with cross-functional teams.
- Excellent organizational and stakeholder management capabilities.
- Analytical and detail-oriented approach with a focus on process discipline.
- Ability to remain calm under pressure and manage multiple priorities effectively.
- Proactive mindset with commitment to continuous improvement.
- Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 7–10 years of overall IT experience with at least 5+ years in Change Management.
- Certifications:
- ITIL v4 Intermediate or Managing Professional (mandatory)
- COBIT, ISO 20000 Lead Implementer, or equivalent (preferred)
- Six Sigma Yellow/Green Belt (desirable)
- Tools & Platforms
- ITSM: ManageEngine, ServiceNow, BMC Remedy
- Reporting: Power BI, Excel Analytics, Tableau
- Collaboration: Microsoft Teams, SharePoint, Confluence
- Monitoring/CMDB: SolarWinds, Dynatrace, CMDB modules
- Documentation: CAB minutes, FSC trackers, PIR templates
Skills
Change Management,Capacity Management,Release Management
