ITIL Change Manager-End User Services

*What you will do*

In this vital role you will lead technology change management, drive continuous service improvements, and manage vendor performance & quality to support Amgens End User Computing (EUC) services. You will need to establish and maintain a positive business relationship with all the relevant stakeholders, Vendors & Technical Teams to enable smooth execution of the changes impacting the End User Services

The role will be based out of Amgen India Technology center at Hyderabad and would be the single point of contact responsible in coordinating with multiple stakeholders and vendors in effective planning, overseeing, communicating and documenting all the changes and releases impacting the End User Technologies (EUC).

The ITIL Change Manager for End User Services will be responsible for several activities including but not limited to the following:

Roles & Responsibilities:

Change Management

• Lead the Change Advisory Board (CAB) and supervise the change control process across Customer Care & Experience functions.
• Evaluate, approve, and prioritize change requests based on business impact, risk, and urgency.
• Communicate all the required stakeholders on changes getting implemented for week and also on the status of the changes post execution
• Ensure all changes follow standardized methods and procedures for efficient handling.
• Collaborate with business and technical stakeholders to assess change readiness and impact.
• Communicate effectively for any new changes in the Change Management process with the respective stakeholders and ensuring consistency to the same
• Follow the Change Freeze/Moratorium schedule and plan for the changes accordingly with the stakeholders
• Maintain documentation and audit trails for all change activities.
• Conduct post-implementation reviews to evaluate the effectiveness of changes and find opportunities for improvement

Release Management

• Plan, schedule, and coordinate software releases across multiple environments.
• Define and carry out release policies, procedures, and quality gates.
• Ensure release packages are built, tested, and deployed in a controlled and repeatable manner.
• Supervise release performance and post-release validation to ensure stability.
• Drive continuous improvement in release velocity and reliability.

Continuous Service Improvement

• Identify and lead opportunities to streamline processes and improve service efficiency.
• Collaborate with cross-functional teams to implement service enhancements aligned with business needs.

Vendor Management

• Manage relationships with third-party vendors providing IT services, software, or infrastructure.
• Monitor vendor performance and compliance with SLAs and agreed contract terms.
• Conduct regular vendor performance reviews and work through any critical issues or corrective actions.
• Align vendor contributions with Amgens technology strategy and continuous service improvement goals.

*What we expect of you*

We are all different, yet we all use our unique contributions to serve patients. The [vital attribute] professional we seek is a [type of person] with these qualifications.

Basic Qualifications:

Master's degree / Bachelor's degree and 8 to 13 years of Computer Science, IT or related field experience

Preferred Qualifications:

• ITIL v3 or v4 Certified
• 6+ years of hands-on IT change and release management experience in large-scale enterprise environments
• Solid background in ITIL-based service operations and enterprise IT change governance.
• Experience working with large-scale IT environments, cloud, and infrastructure changes and releases
• Hands-on experience with ITSM tools like ServiceNow
• Release Management experience preferably in Pharma or Life sciences industry but not a must
• Experience in reporting through excel/power bi or other reporting tools
• Good communication and stakeholder management
• Solid skills in stakeholder communication, coordination, and reporting (e.g., Excel, Power BI)
• Flexible to work in a distributed team environment and support multiple time zones

*Working Hours:*

• 4:30 PM IST 01:30AM IST

*Soft Skills:*

• Excellent leadership and team management abilities.
• Good communication and interpersonal skills.
• High level of integrity and ethical standards.
• Problem-solving and critical thinking capabilities.
• Ability to influence and motivate change.
• Adaptability to a dynamic and fast-paced environment.
• Strong organizational and time management skills.
• Ability to handle multiple challenging priorities in parallel