Technical Change Manager

Exp must 6 to 10 years, Location Pune, Delhi

Job Description (JD) – Change Manager

Role Overview

We are seeking an experienced Technical Change Manager with strong expertise in ITIL Change Management, ServiceNow, Automation, AI-driven Operations, and Process Innovation. The role will be responsible for governing technical changes across infrastructure, cloud, applications, and security environments while driving automation-led transformation initiatives to improve operational efficiency, reduce risk, and enhance service quality.

The ideal candidate should possess a combination of technical governance, process consulting, automation strategy, and continuous improvement capabilities with experience in implementing AI/ML, RPA, ServiceNow workflows, and operational excellence programs.

Key Responsibilities

Change Management Governance

• Lead and govern the end-to-end Change Management process aligned with ITIL best practices.
• Chair Change Advisory Board (CAB) and Emergency CAB meetings.
• Review, assess, and approve infrastructure, cloud, application, security, and database changes.
• Ensure all changes adhere to risk, compliance, security, and audit requirements.
• Drive change success rate improvement and reduction of change-related incidents.

Automation & Process Innovation

• Identify automation opportunities across IT Operations and Service Management processes.
• Design and implement workflow automation using ServiceNow, RPA, AI/ML, Power Platform, or similar platforms.
• Develop automation roadmaps to reduce manual effort and operational risks.
• Drive adoption of AI-enabled service management capabilities such as:
• ServiceNow Now Assist
• AIOps
• Predictive Intelligence
• Automated Risk Assessment
• Intelligent Change Approval
• Establish automation governance, standards, and reusable frameworks.

Process Transformation & Continuous Improvement

• Lead ITSM process maturity and optimization initiatives.
• Conduct process assessments and implement best practices across Change, Incident, Problem, Release, and Request Management.
• Apply Lean, Six Sigma, Agile, and Design Thinking methodologies to improve operational efficiency.
• Drive continual service improvement (CSI) initiatives through data-driven decision-making.
• Establish process KPIs and implement monitoring frameworks.

Technical Risk & Impact Assessment

• Evaluate high-risk and enterprise-wide technical changes.
• Validate implementation, testing, rollback, and recovery plans.
• Collaborate with Infrastructure, Cloud, Security, DevOps, and Application teams to assess change impacts.
• Implement automated risk scoring and compliance validation mechanisms.

Stakeholder Management

• Partner with customers, business leaders, technical teams, and service delivery managers.
• Present automation and transformation strategies to stakeholders.
• Lead workshops, process reviews, and governance meetings.
• Communicate major changes and transformation initiatives effectively.

Metrics & Reporting

• Define and track key operational metrics including:
• Change Success Rate
• Failed Change Rate
• Emergency Change Percentage
• Automation Coverage %
• Manual Effort Reduction
• Productivity Gains
• Cost Savings through Automation
• Service Improvement KPIs

Required Skills & Qualifications

Technical Skills

• Strong knowledge of IT Infrastructure, Cloud, Applications, and Security Operations.
• Hands-on experience with ServiceNow ITSM and Change Management modules.
• Experience with ServiceNow Flow Designer, Integration Hub, and Automation Engine.
• Knowledge of DevOps, CI/CD, Infrastructure Automation, and AIOps platforms.
• Experience with Azure, AWS, or Google Cloud.
• Familiarity with scripting and automation technologies:
• PowerShell
• Python
• REST APIs
• Power Automate
• RPA Tools (UiPath, Automation Anywhere)

Process & Governance Expertise

• Strong understanding of:
• ITIL v4
• Change Enablement
• Release Management
• Service Transition
• Continual Service Improvement
• Experience designing enterprise-wide automation frameworks.
• Expertise in process re-engineering and service transformation programs.

Soft Skills

• Strong consulting and stakeholder management abilities.
• Excellent communication and presentation skills.
• Ability to influence senior leadership and customer stakeholders.
• Strong analytical and strategic thinking capabilities.
• Leadership experience managing cross-functional global teams.

Preferred Certifications

• ITIL v4 Managing Professional / Strategic Leader
• ServiceNow CSA
• ServiceNow CIS-ITSM
• ServiceNow Certified Implementation Specialist
• Lean Six Sigma Green Belt / Black Belt
• PMP / PRINCE2
• Agile Scrum Certification
• Microsoft Power Platform Certification
• Azure/AWS Cloud Certifications

Experience Requirements

• 6-to 10+ years of experience in IT Infrastructure, Service Management, or IT Operations.
• 5+ years of experience in Change Management and Governance.
• Proven experience delivering automation, AI, and process transformation initiatives.
• Experience working with large enterprise customers and global delivery environments.
• Strong background in ServiceNow-based transformation programs.

Key Success Measures

• Increased Change Success Rate (>98%)
• Reduction in Emergency Changes
• Improved Operational Efficiency through Automation
• Reduction in Manual Effort and MTTR
• Increased Process Compliance and Audit Readiness
• Tangible Cost Savings and Productivity Improvements
• Higher Customer Satisfaction and Service Reliability

This profile is ideal for organizations seeking a Technical Change Manager who can combine governance, ServiceNow expertise, AI/Automation adoption, and process innovation to drive operational transformation.