SME Change Management, ServiceNow

Job description

The Change Manager is responsible for governing the end-to-end IT Change Management / Change Enablement process, ensuring changes are appropriately assessed, authorized, scheduled, implemented and reviewed while minimizing business and operational risk. Key Responsibilities Manage the complete lifecycle of Normal, Standard and Emergency Changes. Review change requests for completeness, technical/business impact, risk, implementation plan, testing evidence, rollback plan and approvals. Ensure adherence to organizational Change Management policies and processes. Facilitate and chair Change Advisory Board (CAB) meetings. Coordinate Emergency CAB (ECAB) reviews for urgent changes. Ensure appropriate stakeholders and technical teams review high-risk or business-critical changes. Maintain and review the Forward Schedule of Changes / Change Calendar. Identify potential scheduling conflicts and dependencies between changes. Coordinate change freeze periods and critical business-event restrictions. Track successful, failed, backed-out and unauthorized changes. Ensure failed and high-risk changes undergo appropriate Post Implementation Reviews. Work closely with Incident and Problem Management teams where changes result in service disruption. Produce Change Management dashboards and KPI reports. Drive continual improvement of the Change Management process. Skill Requirements Strong understanding of ITIL Change Enablement/Change Management. Experience managing enterprise CAB and ECAB processes. Experience with ServiceNow Change Management or similar ITSM platforms. Strong knowledge of: Change risk assessment Impact analysis Change calendar management Change conflicts Implementation and rollback planning Post Implementation Review Understanding of infrastructure technologies, cloud platforms, applications and production environments. Strong stakeholder management and governance skills. Other Requirements ITIL 4 Foundation certification. ITIL Practitioner/Managing Professional exposure is advantageous. ServiceNow Change Management experience. Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. 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