Track Manager - Change Management, ServiceNow

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Change Management, ITSM, CAB, ServiceNow, ITIL Expert, ITIL Managing Skilled, KPI, SLA

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

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

Other Requirements

- ITIL Expert or ITIL Managing Professional certification (optional but valuable).
- ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist (optional but valuable)

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