Change Manager/Problem Manager

We are looking for an experienced Change & Problem Manager to manage the end-to-end Change and Problem Management processes, ensuring successful implementation of changes, minimizing business disruption, and driving permanent resolution of recurring issues.

Key Responsibilities

• Manage the complete lifecycle of IT changes, from assessment and approval to implementation and closure.
• Coordinate CAB meetings and ensure appropriate change approvals.
• Assess change risks, impacts, dependencies, and implementation/backout plans.
• Manage problems through identification, investigation, RCA, and permanent resolution.
• Analyze recurring incidents and identify trends and underlying causes.
• Track Known Errors, corrective actions, and problem resolution within agreed timelines.
• Conduct Post Implementation Reviews (PIR) for major or unsuccessful changes.
• Monitor Change and Problem Management KPIs, SLAs, and process compliance.
• Coordinate with technical teams, vendors, and business stakeholders.
• Drive continuous improvement of ITSM processes and service quality.
• Maintain accurate documentation and reports in ServiceNow or other ITSM tools.

Required Skills & Experience

• Experience in Change Management and Problem Management within an IT/ITSM environment.
• Strong knowledge of ITIL/ITSM processes and best practices.
• Hands-on experience with ServiceNow or similar ITSM tools.
• Strong Root Cause Analysis and analytical skills.
• Excellent communication, stakeholder management, and coordination skills.
• Ability to manage multiple priorities and work effectively under pressure.
• ITIL certification is preferred.