Change Manager

Job Description Change Manager & ITSM Consultant

Position: Change Manager & ITSM Consultant

Experience: 14+ Years

Seniority: Senior / Lead

Domain: IT Service Management (ITSM) / IT Operations

Employment Type: Full-Time

We are seeking a highly experienced Change Manager & ITSM Consultant with 14+ years of overall IT experience and strong expertise in IT Service Management, Change Enablement, ITIL governance, and enterprise IT operations.

The ideal candidate will take end-to-end ownership of the Change Management practice while leading ITSM process improvements, strengthening operational governance, and driving service delivery excellence.

This is a hands-on leadership and consulting role requiring strong analytical capabilities, stakeholder management, process transformation experience, and the ability to translate ITIL best practices into practical, measurable operational improvements.

• Own and manage the end-to-end Change Management lifecycle, including Standard, Normal, and Emergency Changes.
• Lead Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings.
• Define and implement change classification, risk assessment, impact analysis, approval workflows, and governance controls.
• Maintain and govern the Forward Schedule of Change (FSC).
• Identify potential change conflicts, dependencies, operational risks, and business impacts.
• Ensure appropriate implementation, testing, validation, communication, and rollback plans are established.
• Conduct Post Implementation Reviews (PIRs) for failed changes, major changes, and significant incidents.
• Monitor change success rates, failed changes, emergency changes, and change-related incidents.
• Drive continuous improvements to minimize business disruption and improve change efficiency.

• Assess existing ITSM processes and identify gaps in governance, operational practices, process maturity, and technology.
• Design and implement practical ITSM improvement roadmaps aligned with business priorities.
• Lead process improvement initiatives across:
• Incident and Major Incident Management
• Problem Management
• Change Enablement
• Service Request Management
• Knowledge Management
• Service Level Management
• Configuration Management and CMDB
• Develop and standardize process workflows, policies, Standard Operating Procedures (SOPs), and RACI matrices.
• Establish clear process ownership, accountability, and governance mechanisms.
• Define and monitor SLAs, OLAs, KPIs, and operational performance indicators.
• Lead Continual Service Improvement (CSI) initiatives.
• Identify automation opportunities to reduce manual intervention and improve operational efficiency.

• Evaluate and optimize existing ITSM platform configurations and workflows.
• Work with technical teams to improve ticket management, approvals, notifications, escalations, categorization, and reporting.
• Improve ticket quality, data accuracy, process compliance, and service management reporting.
• Strengthen CMDB governance, Configuration Item (CI) ownership, relationships, data quality, and lifecycle management.
• Define operational dashboards, management reports, and service performance analytics.
• Work with enterprise ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow, BMC Helix, or Jira Service Management.

• Collaborate with senior IT management, business stakeholders, infrastructure, application, cybersecurity, and operations teams.
• Coordinate with Managed Service Providers (MSPs), OEMs, and third-party service providers.
• Establish and facilitate ITSM governance meetings, service review forums, and improvement workshops.
• Ensure accountability for process adherence, service quality, and corrective actions.
• Present operational performance, service risks, trends, and improvement recommendations to senior leadership.
• Mentor operational teams and process owners on ITIL practices and process improvements.
• Act as a subject matter expert for ITSM transformation and service management initiatives.

• Minimum 14+ years of overall IT experience, with substantial experience in IT Service Management and IT operations.
• Proven hands-on experience managing enterprise Change Management processes.
• Strong experience conducting and governing CAB/ECAB meetings.
• Comprehensive understanding of ITIL 4 practices and ITSM governance frameworks.
• Demonstrated experience assessing, des