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

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

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