Exp must 6 to 10 years, Location Pune, Delhi

(JD) – Change Manager

Role Overview

We are seeking an experienced Technical Change Manager with strong expertise in ITIL Change Management, ServiceNow, Automation, AI-driven Operations, and Process Innovation. The role will be responsible for governing technical changes across infrastructure, cloud, applications, and security environments while driving automation-led transformation initiatives to improve operational efficiency, reduce risk, and enhance service quality.

The ideal candidate should possess a combination of technical governance, process consulting, automation strategy, and continuous improvement capabilities with experience in implementing AI/ML, RPA, ServiceNow workflows, and operational excellence programs.

Key Responsibilities

Change Management Governance

- Lead and govern the end-to-end Change Management process aligned with ITIL best practices.
- Chair Change Advisory Board (CAB) and Emergency CAB meetings.
- Review, assess, and approve infrastructure, cloud, application, security, and database changes.
- Ensure all changes adhere to risk, compliance, security, and audit requirements.
- Drive change success rate improvement and reduction of change-related incidents.

Automation & Process Innovation

- Identify automation opportunities across IT Operations and Service Management processes.
- Design and implement workflow automation using ServiceNow, RPA, AI/ML, Power Platform, or similar platforms.
- Develop automation roadmaps to reduce manual effort and operational risks.
- Drive adoption of AI-enabled service management capabilities such as:
- ServiceNow Now Assist
- AIOps
- Predictive Intelligence
- Automated Risk Assessment
- Intelligent Change Approval
- Establish automation governance, standards, and reusable frameworks.

Process Transformation & Continuous Improvement

- Lead ITSM process maturity and optimization initiatives.
- Conduct process assessments and implement best practices across Change, Incident, Problem, Release, and Request Management.
- Apply Lean, Six Sigma, Agile,



and Design Thinking methodologies to improve operational efficiency.
- Drive continual service improvement (CSI) initiatives through data-driven decision-making.
- Establish process KPIs and implement monitoring frameworks.

Technical Risk & Impact Assessment

- Evaluate high-risk and enterprise-wide technical changes.
- Validate implementation, testing, rollback, and recovery plans.
- Collaborate with Infrastructure, Cloud, Security, DevOps, and Application teams to assess change impacts.
- Implement automated risk scoring and compliance validation mechanisms.

Stakeholder Management

- Partner with customers, business leaders, technical teams, and service delivery managers.
- Present automation and transformation strategies to stakeholders.
- Lead workshops, process reviews, and governance meetings.
- Communicate major changes and transformation initiatives effectively.

Metrics & Reporting

- Define and track key operational metrics including:
- Change Success Rate
- Failed Change Rate
- Emergency Change Percentage
- Automation Coverage %
- Manual Effort Reduction
- Productivity Gains
- Cost Savings through Automation
- Service Improvement KPIs

Required Skills & Qualifications

Technical Skills

- Robust knowledge of IT Infrastructure, Cloud, Applications, and Security Operations.
- Hands-on experience with ServiceNow ITSM and Change Management modules.
- Experience with ServiceNow Flow Designer, Integration Hub, and Automation Engine.
- Knowledge of DevOps, CI/CD, Infrastructure Automation, and AIOps platforms.
- Experience with Azure, AWS, or Google Cloud.
- Familiarity with scripting and automation technologies:
- PowerShell
- Python




- REST APIs
- Power Automate
- RPA Tools (UiPath, Automation Anywhere)

Process & Governance Expertise

- Strong understanding of:
- ITIL v4
- Change Enablement
- Release Management
- Service Transition
- Continual Service Improvement
- Experience designing enterprise-wide automation frameworks.
- Expertise in process re-engineering and service transformation programs.

Soft Skills

- Strong consulting and stakeholder management abilities.
- Excellent communication and presentation skills.
- Ability to influence senior leadership and customer stakeholders.
- Strong analytical and strategic thinking capabilities.
- Leadership experience managing cross-functional global teams.

Preferred Certifications

- ITIL v4 Managing Professional / Strategic Leader
- ServiceNow CSA
- ServiceNow CIS-ITSM
- ServiceNow Certified Implementation Specialist
- Lean Six Sigma Green Belt / Black Belt
- PMP / PRINCE2
- Agile Scrum Certification
- Microsoft Power Platform Certification
- Azure/AWS Cloud Certifications

Experience Requirements

- 6-to 10+ years of experience in IT Infrastructure, Service Management, or IT Operations.
- 5+ years of experience in Change Management and Governance.
- Proven experience delivering automation, AI, and process transformation initiatives.
- Experience working with large enterprise customers and global delivery environments.
- Strong background in ServiceNow-based transformation programs.

Key Success Measures

- Increased Change Success Rate (>98%)
- Reduction in Emergency Changes
- Improved Operational Efficiency through Automation
- Reduction in Manual Effort and MTTR
- Increased Process Compliance and Audit Readiness
- Tangible Cost Savings and Productivity Improvements
- Higher Customer Satisfaction and Service Reliability

This profile is ideal for organizations seeking a Technical Change Manager who can combine governance, ServiceNow expertise, AI/Automation adoption, and process innovation to drive operational transformation.

📌 Technical Change Manager (Pune)
🏢 Tata Consultancy Services
📍 Pune