Basic Function: ; ;We are seeking a highly skilled ITSM leader to join our team. The ideal candidate will have extensive experience in setting up ITSM processes and governance, chairing Change Advisory Boards (CAB), reviewing all technology changes for adherence, ensuring compliance, and managing release management and problem management. This role is critical in ensuring that all IT services are managed efficiently and effectively, minimizing risk. ;Key Responsibilities: ;Change Management Process and Governance: Develop, implement, and maintain change management processes and governance frameworks to ensure all changes are managed in a controlled and efficient manner.Chairing CAB: Lead and chair the Change Advisory Board (CAB) meetings, ensuring that all changes are thoroughly reviewed, assessed, and approved before implementation.Technology Change Reviews: Conduct detailed reviews of all technology changes to ensure they adhere to established processes and standards.Compliance: Ensure all changes comply with internal policies, regulatory requirements, and industry best practices.Release Management: Oversee the release management process, ensuring that all releases are planned, scheduled, and executed smoothly with minimal disruption to services.Risk Management: Identify, assess, and mitigate risks associated with IT changes to minimize potential impacts on the organization.Stakeholder Communication: Communicate effectively with stakeholders at all levels to ensure they are informed and engaged throughout the change process.Continuous Improvement: Continuously evaluate and improve change management processes to enhance efficiency and effectiveness.Data and AI Utilization: Leverage data and AI technologies to transform and optimize change management processes, ensuring data-driven decision-making and innovation.Team Management: Manage and mentor team members,



fostering a collaborative and high-performance work environment.Required Skills & Qualifications:Bachelor's degree in Information Technology, Computer Science, or a related field.Proven experience in IT change management, including setting up processes and governance frameworks.Strong understanding of ITIL principles and practices.Excellent leadership and communication skills.Ability to manage multiple priorities and work under pressure.Strong analytical and problem-solving skills.Experience with compliance and regulatory requirements in the IT industry.Familiarity with release management processes and best practices.Good exposure to ServiceNow ITSM and ITOM modules.Extensive experience in problem management and incident management. ;

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others.

EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.





EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.

EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers.

We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible.

Digital accelerators enable unmatched speed-to-value, letting you realize results rapid. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients.

Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.

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