Change Management Manager

**bout HCLTech**

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

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**Job Summary**

The Tower Lead for Tools & Automation is crucial for driving effective change management and ITIL processes within the organization. This role ensures the timely resolution of escalations, adherence to service level agreements, and the successful implementation of strategic initiatives to enhance operational efficiency and customer satisfaction.

**Key Responsibilities**
- Ensure The Generation ff Tower-Level Revenue by Implementing Best Practices In Change Management and Itil, Aligning Operational Goals with Financial Performance.
- Oversee And Ensure Closure of All Responsibilities, Tasks, And Escalations in Accordance with Agreed Sla Norms by Leveraging Tools Such as Servicenow and Bmc Remedy.
- Validate Operational Reports and Maintain Operational Hygiene, Ensuring That Services Are Delivered as Per the Statement of Work (Sow) While Continuously Identifying Areas for Improvement.
- Promote Positive Customer Satisfaction by Developing and Implementing New Initiatives and Frameworks in Change Management and Itil Processes.
- Implement The Profit Improvement Plan (Pip) By Utilizing Automation Tools and Self-Driven Initiatives, Driving Efficiencies and Cost Savings Across Service Delivery.
- Receive RFCs and ensure that all mandatory information is correctly filled by the Requestor. If the information is not complete, coordinate with the requestor and obtain all information
- Own the lifecycle of every RFC through to the rejection or formal closure of the change
- Perform an initial, high level feasibility analysis, impact assessment and identify appropriate approvers that will require to approve the impact and plan of the RFCs in consultation with all apparent Technical Tracks
- Get initial in-principal approval to conduct the detailed impact assessment and create a change plan in consultation with the Technical Tracks
- Coordinate for a comprehensive impact assessment and prepare the detailed Change Plan in consultation with the Technical Tracks before the RFCs are tabled in front of the Change Manager for him to arrange approvals
- For the approved Changes, define detailed tasks in consultation with the technology tracks and in line with the approved change plan and assign these tasks to appropriate technology tracks
- Periodically follow up with the Change Task Owners and Change Implementers to ensure that all activities are completed within the time-schedules
- Aggregate all Test results from the Testing Manager and present them into the ‘go-no call’ organized in order to authorize the final implementation after
- Plan and organize the Post Implementation Reviews of the Change

**Skill Requirements**
- In-Depth Knowledge Of Change Management Methodologies and Itil Best Practices.
- Proficiency In Servicenow, Bmc Remedy, And Ca Service Desk for Effective Service Management.
- Strong Analytical Skills for Validating Reports and Operational Performance Metrics.
- Excellent Communication and Leadership Skills to Drive Customer Satisfaction and Team Performance.
- Strong troubleshooting skills with a focus on efficient problem resolution
- Automation and standardization mindset
- Read, understand and adhere to established technical specifications and manuals
- Collaborate effectively with team members to achieve common goals
- Fluent in English, with the ability to communicate effectively with colleagues and partners in both written and verbal form
- Problem solver, curious, creative and analytical
- Proactive, responsible and methodical
- Having the power of initiative and driving force
- System thinking and holistic view
- Business-oriented mindset