Specialist - ITSM Change Management

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

Description

The Change Manager is the global process lead accountable for enabling beneficial technology change at an appropriate level of speed, control and risk. Based in Pune, this senior individual contributor will own the Change Enablement practice, govern risk-based decision pathways and improve change outcomes across business-critical insurance services. The role will influence technology, business, operations, cybersecurity, release, vendor and leadership stakeholders without becoming a deployment manager or ServiceNow developer. It will also coach junior Process Analysts and strengthen change capability across regions.

Key Responsibilities

- Own the global ITIL 4 Change Enablement practice, including policy, control objectives, governance model, decision rights, metrics and continual-improvement roadmap.

- Establish proportionate governance for Standard, Normal and Emergency changes, with clear entry criteria, authorization pathways, evidence requirements and segregation of duties.

- Assess whether change records demonstrate adequate business impact, technical risk, customer or policyholder impact, implementation planning, testing evidence, rollback or remediation planning, validation and accountable ownership.

- Chair or orchestrate CAB and emergency change governance only where collective assessment adds value; ensure decisions, conditions, deferrals and risk acceptance are explicit and auditable.

- Manage the enterprise change calendar, identify collisions and dependencies, protect critical business periods, and coordinate with Release Management and deployment teams while retaining clear process boundaries.

- Govern high-risk and emergency changes through enhanced challenge, appropriate senior authorization, implementation oversight and timely post-implementation review.

- Own ServiceNow Change Management process controls, models, templates, risk logic, approval flows, conflict checks, calendar use, closure standards, dashboards and data-quality requirements from a functional and governance perspective.

- Measure and report change success, failure, emergency usage, unauthorized change, change-related incidents, lead time, rework, approval aging and standard-change adoption; use trends to improve decision quality rather than merely increase throughput.





- Analyse failed and change-related incidents with Incident and Problem Management, ensure learning changes future controls, and track corrective actions to closure.

- Partner with cybersecurity, operational resilience, service owners, architecture, testing and assurance teams so material risk and control requirements are considered without duplicating their accountabilities.

- Drive automation and risk-based enablement, including standardized change models, automated evidence checks, routing and low-risk approvals, while preserving effective challenge for complex or high-impact change.

- Mentor junior analysts and change practitioners in risk assessment, record quality, facilitation, stakeholder challenge, metrics and ServiceNow controls; build practical guidance and calibration sessions.

Skills, Knowledge & Expertise

Experience & Education*

- Total professional experience: minimum 15 years.

- Relevant experience: substantial, demonstrable experience in enterprise Change Management / Change Enablement, including senior governance of complex, high-risk and cross-region technology change.

- Education: bachelor's degree or equivalent professional experience in technology, engineering, risk, business operations or a related discipline.

- Demonstrated ownership or senior governance of change policy, CAB/authorization, risk assessment, scheduling, metrics and continual improvement across multiple technology towers.

- Proven ability to challenge senior stakeholders and vendors constructively, balancing delivery urgency with service, security and operational risk.

- Experience working independently as a senior individual contributor and mentoring junior analysts.

- Preferred: GCC/shared-services or multinational experience; insurance or another highly regulated industry; exposure to audit, risk and operational resilience controls.

Knowledge, Skill, ability

- ITSM/process expertise: deep knowledge of ITIL 4 Change Enablement and its interfaces with Incident Management, Problem Management, Service Validation and Testing, Release Management, Deployment Management,



Service Configuration Management and Continual Improvement.

- Technical/platform capabilities: robust functional expertise in ServiceNow Change Management, change models, risk assessment, approval workflows, conflict detection, change calendar, related CI/service data, reporting and automation. Able to shape platform requirements without being a developer.

- Risk and governance: distinguishes authorization from assurance, applies proportionate control, recognizes weak evidence and facilitates explicit, informed risk decisions.

- Leadership and stakeholders: confidently facilitates senior governance forums, resolves competing priorities and converts complex technology risk into concise business implications.

- Data and improvement: uses outcome measures and change-related incident analysis to tune models, controls, automation and stakeholder behaviours.

- - Differentiators: experience improving standard-change portfolios, automating low-risk pathways, designing risk scoring, integrating CI/service impact context, or governing global change calendars.

Essential requirement (non-negotiable) *

- 15+ years of relevant professional experience and credible global enterprise ITSM experience.

- Proven end-to-end ownership or governance of Change Enablement, beyond CAB administration or change-ticket coordination.

- Demonstrated governance of Standard, Normal and Emergency changes, including risk/impact assessment, scheduling, collision management and post-implementation review.

- Strong ServiceNow Change Management functional experience, including models, workflows, calendar, conflict checks, dashboards and data quality.

- Ability to influence senior business and technology stakeholders and challenge inadequately controlled change.

- Evidence of improving change outcomes through risk-based controls, automation, analytics or standardization.

- - Ability to mentor junior analysts and work across global time zones where governance needs require it.

Certification if any

- ITIL 4 Foundation or an advanced ITIL 3 or 4 practice/module certification relevant to Change Enablement.

- Relevant ServiceNow training or certification is advantageous where it demonstrates functional Change Management capability.

- Risk, audit, release or project/change delivery qualifications are differentiators when supported by relevant practical experience.

📌 Specialist - ITSM Change Management (Pune)
🏢 Davies
📍 Pune