1. Role Purpose

The Change Manager is responsible for ensuring that all IT changes across Client’s technology landscape are implemented in a controlled, secure, and compliant manner, minimizing risk and disruption to business operations.
This role governs the end-to-end lifecycle of change management, ensuring that all changes are properly assessed, approved, implemented, and reviewed.
The Change Manager works closely with Release, Problem, and Incident Management functions to uphold service stability and operational excellence.

2. Key Responsibilities Change Management Governance

Own and manage the Change Management lifecycle (Standard, Normal, and Emergency changes).

Review, assess, and authorize change requests for risk, impact, readiness, and compliance before implementation.

Chair Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings, ensuring timely and informed decision-making.

Maintain and publish the Forward Schedule of Change (FSC) to prevent conflicts and minimize downtime.

Ensure all changes adhere to defined policies, workflows, and documentation standards within the ITSM platform.

Monitor and track unauthorized changes, failed changes, and change success rates, driving corrective actions where needed.

Ensure Post Implementation Reviews (PIRs) are conducted for high-risk or failed changes to capture lessons learned.

Collaborate with Release, Problem, and Availability teams to maintain operational stability and service continuity.

Process Governance & Continuous Improvement

Define, refine, and enforce Change Management policies, procedures, templates, and KPIs.

Conduct periodic audits to ensure process compliance and control effectiveness.

Drive process automation and reporting improvements in the ITSM platform for enhanced visibility and efficiency.

Provide regular dashboards, metrics, and performance reports to leadership and service owners.

Support internal and external audits (ISO 20000, SOX, ITGC) with required process evidence and compliance documentation.

Stakeholder Management

Act as a single point of contact for all change-related escalations and communications.

Engage with technical teams, project managers, and business stakeholders to ensure proper coordination and communication.

Conduct awareness and training sessions to promote change management best practices across delivery teams.

3. Required Skills & Experience Technical & Process Skills

Strong understanding of ITIL v4 Change Management processes and best practices.

Hands-on experience with ITSM tools such as ManageEngine, ServiceNow, or BMC Remedy.

Working knowledge of Incident, Problem, Release, and Configuration Management integration.

Ability to assess change impact and risk across infrastructure, cloud, and application layers.

Proven experience facilitating CAB/eCAB meetings and ensuring timely change execution.

Proficiency in reporting and analytics using Power BI or Excel.

Familiarity with compliance frameworks such as SOX, ISO 27001, and ITGC.

Soft Skills

Strong communication and facilitation skills for effective interaction with cross-functional teams.

Excellent organizational and stakeholder management capabilities.

Analytical and detail-oriented approach with a focus on process discipline.

Ability to remain calm under pressure and manage multiple priorities effectively.

Proactive mindset with commitment to continuous improvement.

4. Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field.

7–10 years of overall IT experience with at least 5+ years in Change Management.

Certifications:

ITIL v4 Intermediate or Managing Professional (mandatory)

COBIT, ISO 20000 Lead Implementer, or equivalent (preferred)

Six Sigma Yellow/Green Belt (desirable)

5. Tools & Platforms

ITSM: ManageEngine, ServiceNow, BMC Remedy

Reporting: Power BI, Excel Analytics, Tableau

Collaboration: Microsoft Teams, SharePoint, Confluence

Monitoring/CMDB: SolarWinds, Dynatrace, CMDB modules

Documentation: CAB minutes, FSC trackers, PIR templates