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 : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary We are hiring a senior Change & Release Manager (8–12 years) to oversee enterprise-wide change and release processes, integrating Major Incident and Problem Management. The candidate will drive CSI, handle escalations, enforce governance, implement automation, improve quality, and reduce operational volume. Location: Bengaluru / Gurugram Experience: 8–12 years Employment Type: Full-time Department: Change Management / Service Assurance Reporting Structure: Reports to Head of Change & Release / Service Assurance Lead Key Responsibilities • Lead end-to-end Change & Release Management, ensuring SLA compliance and minimal risk. • Chair CAB meetings, assess risk, approve high-impact changes, and manage escalations. • Ensure alignment of changes with RCA findings from incidents and problems. • Implement CSI initiatives to reduce change failures, rollbacks, and outages. • Identify automation opportunities for change approvals, deployment workflows, and reporting. • Track change performance metrics, success/failure rates, and overall operational quality. Professional and Technical Skills • ITIL expertise in Change, Release, Major Incident, and Problem Management. • Experience with ServiceNow Change & Release modules and CMDB. • Strong governance, escalation, and stakeholder management skills. • Proficient in Power BI / Excel for dashboards, metrics, and reporting. • Certifications: ITIL® v4 Foundation (Mandatory); ITIL Intermediate – Service Transition / Managing Professional (Preferred) Additional Information • Experience in enterprise-scale 24×7 operations. • Exposure to process governance, audit readiness, and SLA improvement. • Focus on service quality improvement, volume reduction, and automation adoption.
Bengaluru
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