Change Management, ITSM || 10-12Yrs || Mumbai-Thane

Job Description

Role Summary 

We’re seeking an experienced ITSM Global Change Management Lead to own and evolve the end-to-end Change Management process across all regions. You’ll ensure changes to IT services are delivered with minimal risk and disruption while enabling business agility. This is a strategic + operational role partnering with IT, business, and vendor teams globally.
 

Key Responsibilities

- Process Ownership: Define, implement, and continuously improve the global Change Management process aligned with ITIL 4 best practices.

- Governance: Chair the Global Change Advisory Board (CAB) and Emergency CAB. Review, assess, and authorize high-risk/complex changes.

- Risk Management: Assess change impact, risk, and conflicts across regions, technologies, and business units. Drive mitigation plans.

- Standards & Compliance: Ensure changes comply with SOX, ISO 20000, and internal audit requirements. Maintain change policy, KPIs, and controls.

- Tooling: Own the Change Management module in ServiceNow/ITSM tool. Drive automation, CI/CD integration, and dashboarding for change metrics.

- Stakeholder Management: Partner with Release, Incident, Problem, and Config Management leads. Coach regional change managers and change requestors.

- Reporting & Insights: Publish weekly/monthly change success rate, unauthorized change, failed change, and lead-time metrics. Present trends to IT leadership.

- Training & Awareness: Build change management capability. Train new joiners, application teams, and vendors on process, quality, and tool usage.

- Continual Improvement: Lead post-implementation reviews for failed changes. Identify process gaps and drive CSI initiatives.

Required Qualifications

- Experience: 8+ years in ITSM, with 4+ years leading enterprise Change Management in a global/multi-region setup.

- Certifications: ITIL v4 Foundation required; ITIL Strategic Leader or Managing Professional strongly preferred.

- Technical Skills: Deep expertise in ServiceNow Change module, CMDB, and reporting. Familiarity with Agile/DevOps release practices.

- Knowledge: Strong grasp of IT infrastructure, applications, cloud, and network changes. Understanding of audit/SOX controls.

- Soft Skills: Excellent facilitation, negotiation, and conflict resolution. Ability to influence senior stakeholders and say “no” when risk is high.

- Education: Bachelor’s in IT, Computer Science, or related field. MBA a plus.

Preferred Qualifications

- Experience with SRE, CI/CD pipelines, and automated change approvals

- Knowledge of ISO 20000, COBIT, or other governance frameworks

- Prior experience in BFSI, pharma, or other regulated industries

- Six Sigma / Lean certification for process improvement

Qualifications

Dgree