ITIL Change Manager

Change Management - AVP

Job Title: Change Management - AVP

Location: Pune, India

Role Description

• The ITIL Change Manager will be responsible for overseeing and managing all aspects of the Change Management process within the organization.
• This role involves ensuring the effective and efficient handling of IT infrastructure and business application changes, minimizing downtime, and maintaining service quality.
• The ITIL Change Manager will work closely with various IT and business stakeholders to ensure changes are implemented smoothly and successfully.

What we'll offer you

As part of our flexible scheme, here are just some of the benefits that you'll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Overall responsibility for the Change Management policy and process.
• Chair weekly Change Advisory Board (CAB) meetings and seek approval from all resolver groups for planned changes.
• Chair Emergency CAB meetings as required, seeking approval from all resolver groups.
• Drive, develop, and manage the major incident process and associated procedures/systems.
• Provide consolidated production change, incident and problem metrics to the Head of ITSM Operations.
• Act as the driving force for the Change, Incident and Problem Management Process in line with the ITIL framework.
• Develop and maintain dashboards, reporting, and statuses to ensure visibility and oversight of key deliverables.
• Maintain effective working relationships and provide timely updates and escalation; participate in governance meetings as requested.
• Monitor outcomes and impacts throughout the project and recommend improvements.
• Drive continuous improvement and KPI across DWS change management process

Your skills and experience

• Proven experience in supporting IT infrastructure and business applications.
• Strong technical background with the ability to debug production incidents and outages.
• Excellent communication skills, with the ability to communicate effectively, constructively, confidently, and professionally.
• Keen attention to detail and excellent analytical skills.
• Ability to actively manage workloads to meet business and department requirements.
• Excellent knowledge of the ServiceNow ITSM Platform.
• ITIL qualification.
• Proven track record of agile change and release management techniques and communicating results to both technical and non-technical stakeholders.
• Ability to be on call 24/7 (as part of the Incident Management on-call shift team).

How we'll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

We at DWS are committed to creating a diverse and inclusive workplace, one that embraces dialogue and diverse views, and treats everyone fairly to drive a high-performance culture. The value we create for our clients and investors is based on our ability to bring together various perspectives from all over the world and from different backgrounds. It is our experience that teams perform better and deliver improved outcomes when they are able to incorporate a wide range of perspectives. We call this #ConnectingTheDots.