Lead Service Analyst

Societe Generale Global Solution Centre; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Societe Generale Global Solution Centre seeks an experienced Change Management professional to steer ITIL changes across infrastructure projects and operations. You will support project, integration and operations teams, validate in CAB/CRB, and arbitrate high-risk changes with strong analytical skills and escalation capabilities.

The role requires 7–8 years in Change Management, ITIL lifecycle expertise, and certifications.

Qualifications

• 10–12 years total experience with 7–8 years in Change Management.
• Strong understanding of the ITIL Change Management lifecycle; ITIL certified preferred.
• Proven ability in team and stakeholder management.
• Ability to collaborate with technical teams and identify gaps.
• Experience in reporting and analyzingChange processes; proactive problem solving.
• Act as escalation point for customer and stakeholder queries.
• Participate in project transitions and process improvements.

Responsibilities

• Steering ITIL processes for Infrastructure Change Management across projects, integrations and operations.
• Qualification, review and validation in CAB/CRB with change managers.
• Analyze and arbitrate significant and major changes by risk/impact.
• Control process steps and validate prerequisites for changes.
• Present changes in CRBs and Production Review meetings.
• Contribute to evolving the catalog of operations services with departments.
• Classify operations with business teams and update service catalogs and CMDB.
• Train internal and external teams on ITSM change management tools.
• Draft dashboards for global activity monitoring of changes by business units.
• Define SLAs and KPIs to measure service quality; report on dashboards.
• Prepare and present in Production Committees; refine knowledge of change process.

Skills

ITIL Change Management

Stakeholder management

Team management

Analytical skills

Risk assessment

Escalation handling

Education

ITIL Certification

Job description

Responsibilities

• Steering of the ITIL process of Infrastructure Change Management: Support of the Project, Integration and Operational teams for a safe go live of infrastructure transformation projects (Run & Build)
• Qualification, review, follow-up and validation in change committees (CAB/CRB) in close connection with the department change managers
• Analyze & arbitrate Significant and Major changes in production by evaluating their risks and impacts
• Control of process steps, validation of technical and functional prerequisites
• Animation and participation in GTS & Clients CRBs: presentation of the changes submitted
• Contribution to the evolution of the catalog of operations services with the operational teams of the departments
• Classification of operations with the operations and business teams (updating of standards: catalog of services, classification of operations, intervention window, CMDB, ...)
• Training of internal and external teams of the process via ITSM change management tools
• Detailed reporting of changes operations on GTS infrastructures: Development of global activity monitoring dashboards and by Businesses
• Definition of SLAs and KPIs expected to measure the quality of the Services involved
• Presentation in Production Review and Committees of Dashboards on operations
• Drafting of the Quality Charter (Golden Rules) for production on changes, contribution to improving knowledge of the Change process in force

Required

Profile required

Exp. Req: 10 to 12 Years (overall) Relevant: 7-8 Years relevant experience in Change Management domain. Very good understanding of the ITIL Change Management liecycle; preferably with ITIL certification Good team management & Stakeholder management skills Ability to collaboratively work with skill team .Reporting, identifying gaps with good analytical skills. Acting as escalation point for all customer / stakeholder queries.Change management, participation in hiring process, build strategy for identified gaps enabling smoother operation. Participate in project transitions.

Why join us

“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.

Business insight

At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.

Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices and sharing their skills with charities. There are many ways to get involved.

We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection.