Senior Manager - Change Management.

As a Senior Manager in Service Management, you will play a vital role in our leadership team, focusing on ITIL processes and Change Management. Your expertise will be instrumental in identifying process improvements, tracking technology changes, and ensuring a smooth transition to production. You will collaborate with various teams to drive process enhancements and maintain efficient operations.

Continual improvement of Change management process, including peer review, TVT, BVT, Documented - Testing, Backout Plan & Recovery plan. Criteria of 'Change Success' as per ITIL and engagement of stakeholders in Change Board meetings. Collaborate with Problem management to implement RCA for incidents caused by change

• Manage and optimize ITIL processes, specifically Change Management and Service Transition.
• Identify opportunities to enhance process controls and streamline procedures.
• Track and oversee the successful implementation of technology changes across the bank.
• Investigate and address the root causes of change failures and incidents, implementing preventive measures.
• Drive Service Transition processes to address non-functional requirements before production go-live.
• Collaborate with the MIS team to define process KPIs and develop informative MIS dashboards.
• Ensure effective communication and coordination with relevant teams and stakeholders.
• Stay updated with industry best practices and trends in IT service management.
• Provide mentorship and guidance to junior team members, fostering a culture of continuous improvement.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 8 years of experience in IT service management, with a focus on Change Management.
• Proven track record of leading and implementing successful ITIL processes.
• Strong analytical and problem-solving skills, with an ability to identify process inefficiencies.
• Excellent communication and interpersonal skills for effective collaboration.
• Experience in defining and implementing process KPIs and MIS dashboards.
• Ability to work independently and manage multiple projects simultaneously.
• Certifications in ITIL or relevant service management frameworks are preferred.
• Familiarity with banking industry practices and regulations is an advantage.