Change Enablement Lead

About the role

The Manager, Change Enablement is accountable for the global operating model, governance, and effectiveness of Change Management across Global Delivery Centers (GDCs). This role leads a globally distributed team of Senior Associate Change Enablement professionals, owns the Change Enablement process, and partners with technology and business leadership to balance speed, stability, and risk across the change portfolio.

Responsibilities

• Global Leadership & People Management
• Lead, coach, and performance‑manage Senior Associate Change Enablement resources across GDC locations.
• Define global role expectations, coverage models, and operating rhythms.
• Build a consistent, scalable change capability supporting 24x7 global delivery.
• Process Ownership & Governance
• Serve as global process owner for Change Enablement within the ITSM framework.
• Define and maintain Change policies, standards, workflows, and approval models aligned to ITIL best practices.
• Establish clear criteria for standard, normal, and emergency changes.
• Ensure governance balances delivery velocity with risk and control.
• CAB Oversight & Decision Support
• Own the structure, cadence, and effectiveness of global CABs.
• Act as escalation authority for high‑risk, cross‑domain, or business‑critical changes.
• Provide advisory guidance to senior technology leaders on change risk, sequencing, and options.
• Risk Management & Continuous Improvement
• Monitor change success rates, failure trends, emergency change usage, and back‑out events.
• Partner with Problem Management, SRE, and Service Owners to reduce repeat change‑related incidents.
• Drive continuous improvement initiatives to simplify approvals, automate low‑risk changes, and improve time‑to‑value.
• Lead audits and control assessments related to Change Management.
• Tooling, Metrics, and Reporting
• Own Change Enablement configuration and evolution within ServiceNow.
• Define KPIs, dashboards, and executive reporting related to change performance and risk.
• Sponsor automation and integration with DevOps, release, and CI/CD pipelines.
• Stakeholder & Cross ‑ Functional Partnership
• Act as the primary Change Enablement interface for Global Technology, Enterprise Systems, Cloud, Infrastructure, and Digital Workplace leaders.
• Support regulatory, audit, and client‑driven requirements related to change governance.
• Align Change Enablement with Release Management, Incident, and Problem processes.

Requirements

• Proven experience leading global ITSM / Change Management teams.
• Deep expertise in ITIL Change Enablement and governance models.
• Strong executive communication and risk‑based decision‑making skills.
• Ability to operate effectively in matrixed, federated delivery environments.
• Advanced ServiceNow ITSM experience strongly preferred.
• Education / Professional Experience/ Qualifications
• Bachelor's degree in computer science, Engineering, Information Systems, or equivalent practical experience.
• ITIL certification (Intermediate/Managing Professional preferred).
• 6-8+ years of experience in IT Operations, Service Management, or Reliability‑focused roles.
• Prior experience leading global or offshore delivery teams strongly preferred.
• Experience operating in a ServiceNow and DevOps/SRE‑enabled environment.

Additional Information

Techwave , we are always in an exercise to foster a culture of growth, and inclusivity. We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life. People are at the core of everything we do. Who are we? Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. We believe in enabling clients to maximize the potential and achieve a greater market with a wide array of technology services, including, but not limited to, Enterprise Resource Planning, Application Development, Analytics, Digital, and the Internet of things (IoT). Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth. Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible. And we want YOU to be a part of it. Job Description Role: Change Enablement - Assistant Manager Experience: 6 - 8 yrs Location: Hyderabad

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at techwave? Share your experience