Track Manager - Change Management, ServiceNow

Experience: 7 to Not Available years

Location: Chennai, India

Skills: Change Management, ITSM, Incident Management, ITIL, relationship management, coordination, negotiation, persuasion

Job Summary
Responsible for end‑to‑end ownership of Change Management operations across a multi‑service‑provider environment, ensuring effective impact assessment, risk management, and process compliance. Leads CAB and emergency change governance, coordinates cross‑vendor change implementations, and drives continuous improvement through KPI reviews, audits, reporting, and process enablement within the ITSM platform.

Key Responsibilities
Take the ownership to oversee the day to day operations relating to Change Management
• Ensure Change Requests are assessed properly and effective impact assessment of Changes across Service Providers
• Ensure Change Process compliance, audit process, provide necessary feedback to Service Providers for improvement
• Ensure Changes are implemented within scheduled time and evaluated post implementation
• Chair the CAB; (as may be agreed with the customer); Convene the emergency CAB as required
• Approve low-risk/ non-commercial Requests for Change (as may be agreed with the customer)
• Develop & maintain e Change & Release Calendar across Suppliers
• Evaluate impact, risk assessments, potential conflicts with other Requests for Change, submission of implementation, test, backout plans from Service Providers before approving Changes and in preparation for the Change Advisory Board
• Coordinate implementation of Changes that have require multiple Service Providers
• Develop the standard change catalogue to be implemented in the ITSM platform and associated approvals, workflows as agreed by the Customer
• Provide guidance to internal and external Service Providers in fulfilling their Change Management roles and responsibilities.
• Identify and implement process improvements and ITSM platform/integration enhancements relating to same




• Ensure Change Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement
• Regular monitoring to avoid schedule implementation time, reduced backlog/ageing, change effectiveness
• Consolidate reports related to Change Management from all Service Providers
• Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Change Management Process workflows
• Conduct regular trainings for process awareness and improve process compliance

Skill Requirements
Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains.
• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
• Proven troubleshooting skills within a support environment including a solid sense of commitment and drive towards incident resolution
• Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
• Understanding of foundational IT technical issues and relationships
• Sensitivity and urgency in dealing with line of business outages.
• Ability to influence and lead technical conversations with various infrastructure support groups.
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
• Understanding of Technologies & ITSM Tool
• Coordination, negotiation, and persuasion skills

Other Requirements
ITIL Certified

📌 Track Manager Change Management, ServiceNow (Chennai)
🏢 HCL Technologies
📍 Chennai