Change Manager – Service Operations

Tech Mahindra; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Tech Mahindra in Kuala Lumpur is seeking a Change Manager to govern and coordinate changes across the IT service environment, ensuring changes are assessed, authorized, communicated, implemented, and reviewed with minimal business disruption.

You will work with Incident, Problem, Release, and SIAM teams to drive change governance, monitor change-related metrics, and coordinate CAB/ECAB meetings. A strong background in ITIL Change Enablement and stakeholder management is required.

Qualifications

• 5+ years of ITSM / Service Operations experience focusing on Change Management.
• Good knowledge of ITIL 4 Change Enablement, Incident, Problem, Release and Configuration Management.
• Experience with ITSM platforms such as BMC Helix and ServiceNow.

Responsibilities

• Own and govern the ITIL Change Enablement process across Service Operations.
• Review and validate Standard, Normal, and Emergency Changes with risk, testing, rollback, and implementation plans.

Skills

IT Service Management

Change Management

ITIL 4 Change Enablement

Incident Management

Problem Management

Release Management

Configuration Management

Stakeholder Management

Governance & Communications

Analytical Skills

Tools

BMC Helix

ServiceNow

Job description

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We’re part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with 'Scale @ Speed' as our guiding principle.

Change Manager - Service Operations

Role Summary

The Change Manager is responsible for governing and coordinating changes across the IT service environment, ensuring changes are properly assessed, authorized, communicated, implemented, and reviewed while minimizing business and service disruption.

Key Responsibilities

• Own and manage the ITIL Change Enablement process across Service Operations.
• Review and validate Standard, Normal, and Emergency Changes, ensuring appropriate risk, impact, testing, rollback, and implementation plans are in place.
• Facilitate CAB / ECAB meetings and ensure required technical and business approvals are obtained.
• Maintain the Forward Schedule of Change (FSC) and identify scheduling conflicts, dependencies, blackout periods, and high-risk changes.
• Ensure timely change notifications and stakeholder communications, particularly for business-impacting changes.
• Monitor change implementation and coordinate response for failed or change-related incidents.
• Ensure Post Implementation Reviews (PIRs) are completed for failed, emergency, and significant/high-risk changes.
• Track and report operational metrics such as change success rate, failed changes, emergency changes, unauthorized changes, and change-related incidents.
• Drive continual improvement of change governance and ensure audit/process compliance.
• Work closely with Incident, Problem, Release, Service Delivery, SIAM, application, infrastructure, cloud, network, and security teams.

Skills & Experience

• 5+ years of IT Service Management / Service Operations experience, with strong Change Management experience.
• Good knowledge of ITIL 4 Change Enablement, Incident, Problem, Release, and Configuration Management practices.
• Experience with ITSM platforms such as BMC Helix, ServiceNow.
• Strong stakeholder management, governance, communication, and analytical skills.
• Ability to challenge high-risk or inadequately planned changes and drive corrective actions.

Key Success Measures:

High change success rate | Reduced change-related incidents | Effective CAB governance | Minimal emergency/unauthorized changes | Timely stakeholder communication | Strong audit compliance