Team Lead - Change Management

Title: Team Lead - Change Management

Location: Mumbai/ (work from office). Candidates looking for remote working or not comfortable with the job location need not apply.

Summary:

1. Oversee and manage the IT change management process within our organization. The role involves ensuring all IT changes are assessed, approved, implemented, and reviewed to maintain operational stability while minimizing disruption to services.

2. Act as the primary owner of the Change Management process within the ITIL framework, working closely with cross-functional IT teams and stakeholders to ensure the success of changes.

Responsibilities:
1. Change Management Process Ownership

Define, develop C12and manage the end-to-end IT Change Management process in compliance with ITIL best practices. Establish robust policies, standards, and documentation for managing IT changes. Ensure the Change Management process is consistently followed by all IT teams and stakeholders. Regularly review and update the Change Management framework to reflect evolving organizational needs or technological advancements.

2. Change Request Coordination

Serve as the primary authority for reviewing, approving, and prioritizing all IT change requests. Analyse the scope, impact, and risks associated with proposed changes to ensure their alignment with business objectives. Categorize changes into Standard, Normal, or Emergency and ensure proper workflows are followed for each type. Ensure emergency changes are effectively handled with minimal disruption and proper post-implementation reviews (PIRs).

3. Change Advisory Board (CAB) Management

Organize and lead Change Advisory Board (CAB) meetings, ensuring all stakeholders are prepared and informed. Present high-impact or complex changes during CAB for review and obtain necessary approvals. Facilitate communication between technical teams, business units, and leadership regarding change-related decisions. Maintain an audit trail of all CAB activities, decisions, and action items.

4. Problem management process ownership

Managing the lifecycle of problems, preventing incidents, and minimizing the impact of incidents. Problem managers identify and record problems, investigate and diagnose them, and develop solutions. They also ensure that resources are applied to the highest-value opportunities.

5. Team Leadership and Development

Lead and mentor the Change Management team, setting performance objectives and conducting regular evaluations. Train team members and IT staff on Change & Problem Management policies, tools, and best practices. Encourage a culture of accountability, collaboration, and continuous improvement within the team. Act as an escalation point for change-related issues and conflicts.

6. Risk and Impact Assessment

Collaborate with technical teams to identify potential risks and dependencies associated with IT changes. Ensure risk mitigation strategies and contingency plans are in place for high-impact changes. Approve rollback plans and testing strategies to ensure minimal business disruption in case of failure. Use data and analytics to proactively address recurring issues or risks associated with the change process.

7. Communication and Stakeholder Management

Act as the central communication point for all IT changes, ensuring clear, concise, and timely updates. Work closely with project managers, IT operations, and business stakeholders to align change initiatives with business priorities. Maintain a transparent and collaborative relationship with business leaders to build trust in the Change Management process. Ensure end-user communication is planned and executed effectively for any user-facing changes.

8. Reporting, Metrics, and Compliance

Develop and maintain key performance indicators (KPIs) for Change & Problem Management, such as:

• Change & Problems success and failure rates.
• Percentage of emergency changes.
• Change lead times and process adherence rates.
• Generate regular reports for IT leadership on the performance and efficiency of the Change & Problem Management process.
• Monitor and ensure compliance with internal policies, industry standards, and audit requirements.

9. Continuous Improvement

Identify areas for process improvement and implement changes to enhance efficiency, reduce risks, and improve user satisfaction. Benchmark the Change Management process against industry best practices to ensure continual development. Conduct regular training sessions and workshops to improve organizational awareness of Change & Problem Management. Drive automation initiatives to streamline workflows and reduce manual intervention in the change approval process.

Education: Bachelor's degree or post graduation from any stream.

Experience: Candidate should have 6+ years of experience and preferably should have worked in Banking and Technology organization.

Certifications:

• ITIL Foundation Certification or higher. (Preferred)
• Certifications in relevant applications or tools (e.g., ServiceNow, Microsoft applications) (Preferred)

Knowledge:

• Proven experience in Change & Problem management roles, preferably in ITIL-based environments.
• Strong understanding of incident, problem, and change management processes.
• Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management.
• Familiarity with enterprise applications, databases, and cloud platforms.
• Strong problem-solving, analytical, and multitasking skills.
• Excellent communication and interpersonal skills with a customer-centric approach.

Skills:

• Ability to remain calm under pressure and prioritize effectively in high-stress situations.
• A proactive attitude toward identifying and resolving issues.
• Team-oriented mindset with a focus on collaboration and knowledge sharing.