About this role
- The Change Manager is accountable for the consistent day-to-day execution and control of the global ITIL 4 Change Enablement practice across APAC-UK- and North America-aligned operating windows.
- Based in Pune, this senior practitioner will work closely with the Senior Change Manager / Process Owner, applying established policy, decision rights, risk models and governance standards while managing change assessment, scheduling, CAB activity, control evidence and operational reporting.
- The role enables beneficial change at an appropriate level of speed and risk without assuming ownership of the global practice strategy or ServiceNow development roadmap.
- Execute the global Change Enablement process in accordance with the policy, controls, RACI and standards set by the Senior Change Manager / Process Owner.
- Review Standard, Normal and Emergency change records for completeness, appropriate categorization, risk and business-impact assessment, implementation and validation plans, test evidence, rollback or remediation plans, CI/service linkage and accountable ownership.
- Coordinate and facilitate CAB, change review and emergency authorization activities for the assigned APAC, UK and NAM windows; prepare agendas, surface decisions required, record conditions and ensure actions are followed through.
- Manage the change calendar for the assigned scope, identify collisions, dependencies, blackout or critical business periods, and engage release, deployment, service and technical teams to resolve scheduling risks.
- Apply defined authorization pathways and segregation-of-duties controls; escalate high-risk, unusual, policy-exception or inadequately evidenced changes to the Senior Change Manager / Process Owner or designated authority.
- Monitor implementation readiness and closure quality, ensuring outcome, validation, failure, rollback and review evidence is captured accurately in ServiceNow.
- Coordinate post-implementation reviews for failed, backed-out, emergency or materially impactful changes and ensure improvement actions are linked to Incident, Problem or Continual Improvement activities where relevant.
- Produce operational reporting on change success, failure, emergency usage, approval aging, lead time, unauthorized change, change-related incidents, PIR completion and data quality; explain exceptions and trends to the process owner.
- Maintain accurate ServiceNow Change Management records, models, templates, approvals, conflict information, calendars and dashboards from a functional-user and process-control perspective.
- Engage applications, infrastructure, cloud, network, cybersecurity, service desk, business operations and suppliers to clarify risk, dependencies, implementation ownership and customer or policyholder impact.
- Support the Senior Change Manager / Process Owner with audits, control evidence, process health checks, standard-change reviews, documentation updates and the prioritized improvement backlog.
- Identify practical opportunities for standardization and automation, document requirements and support testing and adoption without acting as the ServiceNow developer.
- Provide guidance to change requestors and junior analysts on risk assessment, record quality, governance expectations and effective use of ServiceNow.