IT Service Management Representative

Project Role : IT Service Management Representative
Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills : Change Management
Good to have skills : Infrastructure Service Management
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: The Change Manager is responsible for governing, facilitating, and coordinating all change activities across the organization to ensure minimal disruption to business operations. In addition to managing the end-to-end Change Management process, this role also provides leadership during high-priority incidents, ensuring prompt resolution and effective communication across all stakeholders. The position requires strong analytical, decision-making, and coordination skills, balancing process governance with the ability to lead during critical situations. Key Responsibilities: Govern and manage the Change Management process, ensuring all changes are properly assessed, authorized, and implemented in accordance with ITIL best practices. Review and evaluate change requests for technical feasibility, business impact, and risk, ensuring that each change aligns with organizational goals. Facilitate CAB and Emergency CAB meetings, ensuring the right level of assessment, prioritization, and communication for all planned and emergency changes. Coordinate with technical and service teams during major or high-impact changes, ensuring smooth execution, proper testing, and post-implementation validation. Act as a command and coordination point during high-severity or change-related incidents, driving restoration efforts and communication to resolution. Provide real-time leadership and communication during critical outages (Major Incidents), ensuring engagement of appropriate technical experts and stakeholder updates at every stage. Conduct post-change and post-incident reviews, documenting outcomes, lessons learned, and recommendations to improve process effectiveness and prevent recurrences. Maintain comprehensive records and metrics of change and incident performance, analyzing trends to identify risks, process gaps, and improvement opportunities. Work closely with Problem and Incident Management teams to ensure that change-related incidents are tracked, analyzed, and addressed through corrective or preventive actions. Ensure effective stakeholder communication at all levels technical, operational, and executive during both planned change windows and unplanned service disruptions. Continuously enhance process maturity through automation, audit readiness, and alignment with organizational governance standards. Qualifications and Experience: Bachelor’s degree in Information Technology, Computer Science, or related discipline. 5–8 years of experience in Change Management with exposure to Major Incident Management in a global IT environment. Strong knowledge of ITIL v4 framework (certification preferred). Proven ability to manage both structured change processes and real-time incident coordination. Excellent communication, leadership, and stakeholder management skills. Experience working with ITSM tools such as ServiceNow or Remedy. Strong analytical mindset with the ability to assess risks, impacts, and interdependencies effectively. Ability to work in a 24x7 operations model, including weekends and holidays. Preferred Skills: Experience leading technical bridges or crisis calls during major incidents. Familiarity with Problem Management and Post-Incident Review processes. Strong collaboration skills, with the ability to engage multiple global teams under pressure. Data-driven approach to identifying continuous improvement opportunities.