Technical Change Manager

Exp must 6 to 10 years, Location Pune, Delhi
Job Description (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
Strong 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.

Work arrangement
No