ITIL Change Manager, AVP

Position Overview

Job Title:

ITIL Change Manager, AVP

Location: Pune, India

Role Description

• The ITIL Change Manager will be responsible for overseeing and managing all aspects of the Change Management process within the organization.
• This role involves ensuring the effective and efficient handling of IT infrastructure and business application changes, minimizing downtime, and maintaining service quality.
• The ITIL Change Manager will work closely with various IT and business stakeholders to ensure changes are implemented smoothly and successfully.
  

What We’ll Offer You

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above
  

Your Key Responsibilities

• Overall responsibility for the Change Management policy and process.
• Chair weekly Change Advisory Board (CAB) meetings and seek approval from all resolver groups for planned changes.
• Chair Emergency CAB meetings as required, seeking approval from all resolver groups.
• Drive, develop, and manage the major incident process and associated procedures/systems.
• Provide consolidated production change, incident and problem metrics to the Head of ITSM Operations.
• Act as the driving force for the Change, Incident and Problem Management Process in line with the ITIL framework.
• Develop and maintain dashboards, reporting, and statuses to ensure visibility and oversight of key deliverables.
• Maintain effective working relationships and provide timely updates and escalation; participate in governance meetings as requested.
• Monitor outcomes and impacts throughout the project and recommend improvements.
• Drive continuous improvement and KPI across DWS change management process
  

Your Skills And Experience

• Proven experience in supporting IT infrastructure and business applications.
• Strong technical background with the ability to debug production incidents and outages.
• Excellent communication skills, with the ability to communicate effectively, constructively, confidently, and professionally.
• Keen attention to detail and excellent analytical skills.
• Ability to actively manage workloads to meet business and department requirements.
• Excellent knowledge of the ServiceNow ITSM Platform.
• ITIL qualification.
• Proven track record of agile change and release management techniques and communicating results to both technical and non-technical stakeholders.
• Ability to be on call 24/7 (as part of the Incident Management on-call shift team).
  

How We’ll Support You

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs
  

About Us And Our Teams

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