Senior Lead Associate - ITSM Change Management

We are seeking a Senior Lead Associate - ITSM Change Management to join our team in Pune. As a senior practitioner, you will work closely with the Senior Change Manager / Process Owner, applying established policy, decision rights, risk models and governance standards while managing change assessment, scheduling, CAB activity, control evidence and operational reporting.

Key Responsibilities

• Execute the global Change Enablement process in accordance with the policy, controls, RACI and standards set by the Senior Change Manager / Process Owner.
• Review Standard, Normal and Emergency change records for completeness, appropriate categorization, risk and business-impact assessment, implementation and validation plans, test evidence, rollback or remediation plans, CI/service linkage and accountable ownership.
• Coordinate and facilitate CAB, change review and emergency authorization activities for the assigned APAC, UK and NAM windows; prepare agendas, surface decisions required, record conditions and ensure actions are followed through.
• Manage the change calendar for the assigned scope, identify collisions, dependencies, blackout or critical business periods, and engage release, deployment, service and technical teams to resolve scheduling risks.
• Apply defined authorization pathways and segregation-of-duties controls; escalate high-risk, unusual, policy-exception or inadequately evidenced changes to the Senior Change Manager / Process Owner or designated authority.
• Monitor implementation readiness and closure quality, ensuring outcome, validation, failure, rollback and review evidence is captured accurately in ServiceNow.
• Coordinate post-implementation reviews for failed, backed-out, emergency or materially impactful changes and ensure improvement actions are linked to Incident, Problem or Continual Improvement activities where relevant.
• Produce operational reporting on change success, failure, emergency usage, approval aging, lead time, unauthorized change, change-related incidents, PIR completion and data quality; explain exceptions and trends to the process owner.
• Maintain accurate ServiceNow Change Management records, models, templates, approvals, conflict information, calendars and dashboards from a functional-user and process-control perspective.
• Engage applications, infrastructure, cloud, network, cybersecurity, service desk, business operations and suppliers to clarify risk, dependencies, implementation ownership and customer or policyholder impact.
• Support the Senior Change Manager / Process Owner with audits, control evidence, process health checks, standard-change reviews, documentation updates and the prioritized improvement backlog.
• Identify practical opportunities for standardization and automation, document requirements and support testing and adoption without acting as the ServiceNow developer.
• Provide guidance to change requestors and junior analysts on risk assessment, record quality, governance expectations and effective use of ServiceNow.

Skills, Knowledge & Expertise

Mandatory:

• Total professional experience: up to 10 years, with substantial relevant experience in enterprise Change Management / Change Enablement.
• Demonstrated experience reviewing and governing Standard, Normal and Emergency changes in a complex enterprise environment.
• Practical experience facilitating CAB or equivalent change-governance forums, managing change calendars and identifying risk, impact, collision and dependency concerns.
• Experience using ServiceNow Change Management for record review, approvals, scheduling, conflict information, reporting and control evidence.
• Experience coordinating across multiple technology towers, suppliers and global stakeholders in APAC- UK- or NAM-aligned service windows.
• Education: bachelor's degree or equivalent professional experience in technology, engineering, business operations or a related discipline.

Preferred:

• Experience in a GCC, shared-services or multinational environment and in insurance, financial services or another highly regulated industry.
• Exposure to audit evidence, release/deployment coordination, operational resilience or change automation.
• ITSM/process expertise: strong 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 capability: strong functional use of ServiceNow Change Management, including change types/models, risk assessment, approvals, calendar, conflicts, CI/service context, closure, dashboards and data quality.
• Risk judgement: recognizes weak evidence, unclear ownership, inadequate rollback plans, scheduling conflicts and disproportionate operational or customer risk, and escalates them appropriately.
• Governance and communication facilitate structured forums, records clear decisions and communicates change implications to technical, service and business stakeholders.
• Analysis and improvement interpret change outcomes and exceptions, supports root-cause learning and recommends targeted control or workflow improvements.
• Up to 10 years of total professional experience with credible enterprise Change Management / Change Enablement experience.
• Hands-on governance of Standard, Normal and Emergency changes, including risk and impact review, scheduling, authorization support and post-implementation review.
• Strong ServiceNow Change Management functional-user experience and disciplined record/data-quality standards.
• Ability to work closely with the Senior Change Manager / Process Owner, execute established global controls and escalate exceptions with clear evidence.
• Ability to facilitate CAB and engage global business, technology and supplier stakeholders constructively.
• Willingness and ability to work the defined UK- and NAM-aligned shifts.
• Evidence of improving change quality, control adherence, reporting or process efficiency.

Certification if any

• ITIL 4 Foundation, ITIL 4 Intermediate would be beneficial
• Relevant ServiceNow training or certification is advantageous where it demonstrates functional Change Management capability.
• Release, project, risk, audit or Agile/DevOps qualifications are differentiators when supported by relevant experience.