Track Lead - Change Management, ServiceNow

Lucknow, Uttar Pradesh
Job Summary

Global Change Manager Role Overview: The IT Change Management team is responsible for delivering robust and effective IT Change Management across the IT Ecosystem resulting in the provision of stable and reliable IT Services to the business. This role will focus on ownership of all changes requested for the IT Services and driving thorough risk-based assessments and authorisation of changes to ensure that the changes will have no detrimental impact on the provision of IT Services. In addition, there will be an increased focus on ensuring a consistent approach is taken to IT Change Management to minimise Emergency and Expedited Changes. This role works closely with Release Management team as well. Key Responsibilities: • Manage the workflow and processing of all requests for change (RFC) to ensure that the change is appropriately assessed for risk, correctly prioritised and has a robust delivery and back-out plan (where appropriate). • Liaise with Project managers and Service Owners to identify the full business impact of all changes to ensure the changes are correctly prioritised and addressed. • Maintain and publish the ‘Forward Schedule of Change’ to users, customers, and providers of the forthcoming changes to IT Services. • Produce Post Implementation Reports for ‘failed changes’ to identify failures or inadequacies in the change process and implementation. Liaise with Problem Management on Root Cause Analysis where IT Change Management may have been classified as a causal factor. • Perform reviews with IT Ecosystem partners to assess adherence to process and appropriate service levels and where necessary escalate supplier performance to the Global IT Change Management Lead. • Conduct Global Change Advisory Board and Global Standard Change Advisory Board meetings • Maintain data accuracy and completeness of all change tickets within ServiceNow • Ensure timely and appropriate communication with all stakeholders • Ensure compliance with established IT Change Management policy, processes, and procedures • Interact with other Service Management process owners to ensure an efficient and effective integrated process model. • Work with the IT Change Management team to identify and implement continual service improvements that add value to the business and the customer experience • Ensure effective communication and work collaboratively with relevant parts of the business, and that knowledge and best practice is shared to optimise performance • To develop and use a range of performance measures to regularly monitor the effectiveness and efficiency of IT Change Management • Production of relevant and useful management information • Be the focal point for all IT Change Management questions or issues Assignment and flexibility: • The Global Change Manager role is expected to support a UK timezone. • Change Managers may be required to cover for each other to cover vacation, sickness, and other absences. • The IT Change Management team predominantly work Monday to Friday during normal working hours Qualifications and Experience Required: Successful candidates will: • Have at least 5 years of experience in an operational IT Change Management / Release Management role in large organisation • Have at least 5 years working in a role that has required strong assessment and negotiation skills and attention to detail • Experience with Copilot and NowAssist to leverage AI in ways of automating work and workflows • A background in a matrix management environment with demonstrated ability to work effectively across multiple business units/geographies in a distributed complex technology model • The ability to assess the real business impact of a change in order to ensure proper assessment and prioritisation • Have experience

Key Responsibilities

Global Change Manager Role Overview: The IT Change Management team is responsible for delivering robust and effective IT Change Management across the IT Ecosystem resulting in the provision of stable and reliable IT Services to the business. This role will focus on ownership of all changes requested for the IT Services and driving thorough risk-based assessments and authorisation of changes to ensure that the changes will have no detrimental impact on the provision of IT Services. In addition, there will be an increased focus on ensuring a consistent approach is taken to IT Change Management to minimise Emergency and Expedited Changes. This role works closely with Release Management team as well. Key Responsibilities: • Manage the workflow and processing of all requests for change (RFC) to ensure that the change is appropriately assessed for risk, correctly prioritised and has a robust delivery and back-out plan (where appropriate). • Liaise with Project managers and Service Owners to identify the full business impact of all changes to ensure the changes are correctly prioritised and addressed. • Maintain and publish the ‘Forward Schedule of Change’ to users, customers, and providers of the forthcoming changes to IT Services. • Produce Post Implementation Reports for ‘failed changes’ to identify failures or inadequacies in the change process and implementation. Liaise with Problem Management on Root Cause Analysis where IT Change Management may have been classified as a causal factor. • Perform reviews with IT Ecosystem partners to assess adherence to process and appropriate service levels and where necessary escalate supplier performance to the Global IT Change Management Lead. • Conduct Global Change Advisory Board and Global Standard Change Advisory Board meetings • Maintain data accuracy and completeness of all change tickets within ServiceNow • Ensure timely and appropriate communication with all stakeholders • Ensure compliance with established IT Change Management policy, processes, and procedures • Interact with other Service Management process owners to ensure an efficient and effective integrated process model. • Work with the IT Change Management team to identify and implement continual service improvements that add value to the business and the customer experience • Ensure effective communication and work collaboratively with relevant parts of the business, and that knowledge and best practice is shared to optimise performance • To develop and use a range of performance measures to regularly monitor the effectiveness and efficiency of IT Change Management • Production of relevant and useful management information • Be the focal point for all IT Change Management questions or issues Assignment and flexibility: • The Global Change Manager role is expected to support a UK timezone. • Change Managers may be required to cover for each other to cover vacation, sickness, and other absences. • The IT Change Management team predominantly work Monday to Friday during normal working hours Qualifications and Experience Required: Successful candidates will: • Have at least 5 years of experience in an operational IT Change Management / Release Management role in large organisation • Have at least 5 years working in a role that has required strong assessment and negotiation skills and attention to detail • Experience with Copilot and NowAssist to leverage AI in ways of automating work and workflows • A background in a matrix management environment with demonstrated ability to work effectively across multiple business units/geographies in a distributed complex technology model • The ability to assess the real business impact of a change in order to ensure proper assessment and prioritisation • Have experience

Skill Requirements

1Global Change Manager Role Overview: The IT Change Management team is responsible for delivering robust and effective IT Change Management across the IT Ecosystem resulting in the provision of stable and reliable IT Services to the business. This role will focus on ownership of all changes requested for the IT Services and driving thorough risk-based assessments and authorisation of changes to ensure that the changes will have no detrimental impact on the provision of IT Services. In addition, there will be an increased focus on ensuring a consistent approach is taken to IT Change Management to minimise Emergency and Expedited Changes. This role works closely with Release Management team as well. Key Responsibilities: • Manage the workflow and processing of all requests for change (RFC) to ensure that the change is appropriately assessed for risk, correctly prioritised and has a robust delivery and back-out plan (where appropriate). • Liaise with Project managers and Service Owners to identify the full business impact of all changes to ensure the changes are correctly prioritised and addressed. • Maintain and publish the ‘Forward Schedule of Change’ to users, customers, and providers of the forthcoming changes to IT Services. • Produce Post Implementation Reports for ‘failed changes’ to identify failures or inadequacies in the change process and implementation. Liaise with Problem Management on Root Cause Analysis where IT Change Management may have been classified as a causal factor. • Perform reviews with IT Ecosystem partners to assess adherence to process and appropriate service levels and where necessary escalate supplier performance to the Global IT Change Management Lead. • Conduct Global Change Advisory Board and Global Standard Change Advisory Board meetings • Maintain data accuracy and completeness of all change tickets within ServiceNow • Ensure timely and appropriate communication with all stakeholders • Ensure compliance with established IT Change Management policy, processes, and procedures • Interact with other Service Management process owners to ensure an efficient and effective integrated process model. • Work with the IT Change Management team to identify and implement continual service improvements that add value to the business and the customer experience • Ensure effective communication and work collaboratively with relevant parts of the business, and that knowledge and best practice is shared to optimise performance • To develop and use a range of performance measures to regularly monitor the effectiveness and efficiency of IT Change Management • Production of relevant and useful management information • Be the focal point for all IT Change Management questions or issues Assignment and flexibility: • The Global Change Manager role is expected to support a UK timezone. • Change Managers may be required to cover for each other to cover vacation, sickness, and other absences. • The IT Change Management team predominantly work Monday to Friday during normal working hours Qualifications and Experience Required: Successful candidates will: • Have at least 5 years of experience in an operational IT Change Management / Release Management role in large organisation • Have at least 5 years working in a role that has required strong assessment and negotiation skills and attention to detail • Experience with Copilot and NowAssist to leverage AI in ways of automating work and workflows • A background in a matrix management environment with demonstrated ability to work effectively across multiple business units/geographies in a distributed complex technology model • The ability to assess the real business impact of a change in order to ensure proper assessment and prioritisation • Have experience

Other Requirements

NA

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