About this role
The Change Manager is the global process lead accountable for enabling beneficial technology change at an appropriate level of speed, control and risk. Based in Pune, this senior individual contributor will own the Change Enablement practice, govern risk-based decision pathways and improve change outcomes across business-critical insurance services. The role will influence technology, business, operations, cybersecurity, release, vendor and leadership stakeholders without becoming a deployment manager or ServiceNow developer. It will also coach junior Process Analysts and strengthen change capability across regions. Own the global ITIL 4 Change Enablement practice, including policy, control objectives, governance model, decision rights, metrics and continual-improvement roadmap. Establish proportionate governance for Standard, Normal and Emergency changes, with clear entry criteria, authorization pathways, evidence requirements and segregation of duties. Assess whether change records demonstrate adequate business impact, technical risk, customer or policyholder impact, implementation planning, testing evidence, rollback or remediation planning, validation and accountable ownership. Chair or orchestrate CAB and emergency change governance only where collective assessment adds value; ensure decisions, conditions, deferrals and risk acceptance are explicit and auditable. Manage the enterprise change calendar, identify collisions and dependencies, protect critical business periods, and coordinate with Release Management and deployment teams while retaining clear process boundaries. Govern high-risk and emergency changes through enhanced challenge, appropriate senior authorization, implementation oversight and timely post-implementation review. Own ServiceNow Change Management process controls, models, templates, risk logic, approval flows, conflict checks, calendar use, closure standards, dashboards and data-quality requirements from a functional and governance perspective. Measure and report change success, failure, emergency usage, unauthorized change, change-related incidents, lead time, rework, approval aging and standard-change adoption; use trends to improve decision quality rather than merely increase throughput. Analyse failed and change-related incidents with Incident and Problem Management, ensure learning changes future controls, and track corrective actions to closure. Partner with cybersecurity, operational resilience, service owners, architecture, testing and assurance teams so material risk and control requirements are considered without duplicating their accountabilities. Drive automation and risk-based enablement, including standardized change models, automated evidence checks, routing and low-risk approvals, while preserving effective challenge for complex or high-impact change. Mentor junior analysts and change practitioners in risk assessment, record quality, facilitation, stakeholder challenge, metrics and ServiceNow controls; build practical guidance and calibration sessions.