Senior Lead Associate - ITSM Change Management

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

Description

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.

Key Responsibilities

• 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.

Skills, Knowledge and Expertise

Mandatory:

• Total professional experience: up to 10 years, with substantial relevant experience in enterprise Change Management / Change Enablement.
• Demonstrated experience reviewing and governing Standard, Normal and Emergency changes in a complex enterprise environment.
• Practical experience facilitating CAB or equivalent change-governance forums, managing change calendars and identifying risk, impact, collision and dependency concerns.
• Experience using ServiceNow Change Management for record review, approvals, scheduling, conflict information, reporting and control evidence.
• Experience coordinating across multiple technology towers, suppliers and global stakeholders in APAC- UK- or NAM-aligned service windows.
• Education: bachelor's degree or equivalent professional experience in technology, engineering, business operations or a related discipline.

Preferred:

• Experience in a GCC, shared-services or multinational environment and in insurance, financial services or another highly regulated industry.
• Exposure to audit evidence, release/deployment coordination, operational resilience or change automation.
• ITSM/process expertise: strong knowledge of ITIL 4 Change Enablement and its interfaces with Incident Management, Problem Management, Service Validation and Testing, Release Management, Deployment Management, Service Configuration Management and Continual Improvement.
• Technical/platform capability: strong functional use of ServiceNow Change Management, including change types/models, risk assessment, approvals, calendar, conflicts, CI/service context, closure, dashboards and data quality.
• Risk judgement: recognizes weak evidence, unclear ownership, inadequate rollback plans, scheduling conflicts and disproportionate operational or customer risk, and escalates them appropriately.
• Governance and communication facilitate structured forums, records clear decisions and communicates change implications to technical, service and business stakeholders.
• Analysis and improvement interpret change outcomes and exceptions, supports root-cause learning and recommends targeted control or workflow improvements.
• Up to 10 years of total professional experience with credible enterprise Change Management / Change Enablement experience.
• Hands-on governance of Standard, Normal and Emergency changes, including risk and impact review, scheduling, authorization support and post-implementation review.
• Strong ServiceNow Change Management functional-user experience and disciplined record/data-quality standards.
• Ability to work closely with the Senior Change Manager / Process Owner, execute established global controls and escalate exceptions with clear evidence.
• Ability to facilitate CAB and engage global business, technology and supplier stakeholders constructively.
• Willingness and ability to work the defined UK- and NAM-aligned shifts.
• Evidence of improving change quality, control adherence, reporting or process efficiency.

Certification if any

• ITIL 4 Foundation, ITIL 4 Intermediate would be beneficial
• Relevant ServiceNow training or certification is advantageous where it demonstrates functional Change Management capability.
• Release, project, risk, audit or Agile/DevOps qualifications are differentiators when supported by relevant experience.