Change Manager

Role                       : Change Manager 

Location               :  (Remote role)

Key Responsibilities

1. Change Management

• Own and manage the end‑to‑end Change Management process in alignment with ITIL best practices.
• Review, assess, and approve all changes (Standard, Normal, Emergency) to ensure minimal business impact.
• Facilitate Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings.
• Ensure all changes contain accurate documentation, risk assessments, impacts, and back‑out plans.
• Monitor and report on change success rate, failed changes, and improvement opportunities.
• Work closely with technical teams to ensure changes are planned, tested, and implemented effectively.
• Maintain the Change Calendar and proactively identify conflicts or dependencies.

2. Major Incident Management

• Act as the primary coordinator and point of contact for all Major and High‑Severity incidents.
• Lead major incident bridges, ensuring timely escalation, communication, and resource engagement.
• Drive rapid incident resolution by coordinating across cross‑functional technical teams.
• Provide timely and accurate updates to senior leadership, stakeholders, and impacted customers.
• Ensure incident timelines, actions, and root causes are thoroughly documented.
• Manage communication channels including email updates, dashboards, and incident summaries.
• Conduct Post‑Incident Reviews (PIR) and ensure action items are tracked to closure.
• Identify recurring issues and partner with Problem Management for long‑term remediation.

3. Reporting & Continuous Improvement

• Prepare weekly, monthly, and quarterly reports for Change & Major Incident metrics.
• Track KPIs such as Change Success Rate, Major Incident MTTR, Incident Frequency, etc.
• Identify process gaps, inefficiencies, and areas of improvement to strengthen ITSM processes.
• Support the and process enhancements to prevent incidents.
• Ensure compliance with internal governance policies and audit requirements.

Required Skills & Qualifications

• Experience in MSO
• 5–8 years of experience in IT Service Management, Operations, or similar roles.
• Strong knowledge of ITIL framework
• Proven experience managing change processes and major incident handling.
• Excellent communication, facilitation, and stakeholder‑management skills.
• Ability to lead cross‑functional teams during high‑pressure situations.
• Strong analytical and problem‑solving capabilities.
• Experience with platforms such as ServiceNow