Change Manager

We are seeking an experienced Service Manager/Change Manager to oversee IT Service Management operations while governing the end-to-end Change Management process. The role will be responsible for ensuring service stability, SLA compliance, operational excellence, and effective change governance across application and infrastructure environments., Change Management

• Govern the ITIL Change Management process across applications and infrastructure.
• Review and assess Normal, Standard, and Emergency Changes.
• Conduct and chair CAB and eCAB meetings.
• Evaluate change impact, risk, dependencies, implementation plans, and rollback strategies.
• Monitor change success and failure rates and drive continuous process improvements.
• Ensure compliance with change governance, audit, and regulatory requirements.
• Coordinate change schedules to minimize service disruption and business impact.

Operational Governance

• Develop and maintain service governance frameworks and operational controls.
• Produce service dashboards and executive-level reporting.
• Track operational risks, issues, and remediation actions.
• Manage vendor performance and ensure contractual service commitments are met.
• Lead Post Incident Reviews (PIR) and Post Implementation Reviews (PIR).

Stakeholder Management

• Act as the primary interface between business, support teams, infrastructure teams, and external vendors.
• Provide regular updates to senior management on service health and change activities.
• Facilitate cross-functional collaboration to ensure seamless service delivery.

The ideal candidate will have strong hands-on experience in ITIL processes, stakeholder management, CAB governance, service reporting, major incident management, and continuous service improvement., * Very Strong experience in IT Service Management, Service Delivery, or Service Operations.

• Strong hands-on experience in ITIL processes:
• Change Management
• Major Incident Management
• Service Request Management
• Service Level Management
• Experience owning and governing the end-to-end Change Management life cycle.
• Experience conducting and leading CAB/eCAB meetings.
• Strong understanding of change risk assessment, impact analysis, implementation planning, and rollback planning.
• Experience managing SLAs, KPIs, service reporting, and operational governance.
• Experience managing production support for enterprise applications and infrastructure environments.
• Strong stakeholder management skills with the ability to engage business, technology, and operational teams.
• Experience with ServiceNow or similar ITSM platforms.
• Excellent communication, governance, and escalation management skills.
• ITIL Foundation Certification.

Preferred Skills & Experience

• Experience in Banking, Financial Services, or other regulated industries.
• ITIL Managing Professional, ITIL Intermediate, or ITIL Expert certification.
• Exposure to Release Management and Deployment Governance.
• Experience driving Continual Service Improvement (CSI) initiatives.
• Experience with tools such as:
• Jira Service Management
• BMC Remedy
• Confluence
• Project Management certifications such as PMP or PRINCE2.
• Experience preparing executive-level service reviews and operational dashboards.