Job Summary
We are seeking a competent and process-driven Change Manager to lead the end-to-end Change Management lifecycle, ensuring controlled, efficient change implementation with minimal service disruption through strong ITIL expertise, risk assessment, and stakeholder coordination.
Responsibilities
- Manage the full Change Management lifecycle adhering to ITIL frameworks and organizational policies to ensure compliance and effectiveness.
- Evaluate, prioritize, approve, or reject change requests within SLA timelines by assessing risk, impact, and quality to maintain service stability.
- Lead and coordinate Change Advisory Board (CAB) and Emergency CAB meetings to facilitate stakeholder engagement and informed decision-making.
- Conduct impact analysis and risk assessments for all changes, defining and enforcing mitigation and rollback plans to minimize disruption.
- Monitor change implementation outcomes and maintain post-change incident rates below defined thresholds to ensure service reliability.
- Develop, standardize, and continuously improve Change Management processes, policies, and documentation to enhance operational efficiency.
- Generate and present monthly reports on change performance, trends, compliance, and improvement opportunities to senior management.
- Drive continuous service improvement initiatives to optimize process efficiency and change effectiveness.
Required competencies and certifications
- Hands-on experience with ITIL Change Management processes.
- Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
- Strong knowledge of incident, problem, and release management processes.
- Experience in risk analysis, audit compliance, and SLA/KPI tracking.
- Proficiency in reporting and data analysis using Excel, dashboards, or reporting tools.
Preferred competencies and qualifications
- ITIL certification (preferred).
- Experience working in fast-paced enterprise or banking/financial services environments (advantageous).
