We are looking for an experienced ITSM Change & Major Incident Manager to drive Change Management governance, process compliance, and continuous improvement across regional IT teams, within a reputed bank. The role will also oversee Major Incident Management, ensuring effective coordination, timely communication, strong governance, and service restoration.
Mandatory Skill(s)
- Must have strong written and verbal French and English communication skills;
- 8+ years of overall IT experience, preferably in IT Operations, Production Support, Application/Infrastructure Support, ITSM, or Service Governance;
- Strong hands-on experience in Change Management and Major Incident Management;
- Good knowledge of ITIL practices, particularly Change, Incident, Problem, Release, and Continual Improvement;
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent;
- Experience managing CAB, emergency/high-risk changes, change approvals, risk assessment, and post-implementation reviews;
- Experience coordinating Major Incidents, including stakeholder management, escalation, communication, and post-incident reviews;
- Strong analytical, communication, facilitation, and stakeholder-management skills;
- Ability to influence and enforce processes across teams without direct authority;
- Willingness to work primarily 12:00 PM–9:00 PM SGT (early Europe Business Hours).
Desirable Skill(s)
- Experience in banking, capital markets, corporate banking, or other regulated/high-availability environments;
- Exposure to operational risk, audit, controls, compliance, resilience, and production stability;
- Understanding of infrastructure and application environments including Unix, Windows, Network, Database, Middleware, MQ, scheduling, storage, and monitoring;
- Experience with ITSM process improvement, automation, dashboards, reporting, and workflow optimization.
Responsibilities
- Own and enforce the Change Management process, ensuring alignment with Group policies, ITSM standards, and operational controls;
- Govern CAB and change review forums, ensuring effective risk assessment, approvals, scheduling, and decision-making;
- Monitor change quality, compliance, success/failure rates, emergency changes, and recurring process deviations;
- Strengthen governance for major, high-risk, business-critical, and emergency changes;
- Act as the Major Incident Manager/process owner, coordinating resolver teams, escalation, decision-making, and stakeholder communications;
- Ensure timely and meaningful communication during Major Incidents and critical changes;
- Lead/coordinate Post-Incident Reviews and Post-Implementation Reviews, tracking corrective and preventive actions;
- Identify recurring process gaps and drive continuous improvement and ITSM process maturity;
- Produce periodic and on-demand management reports and KPIs for senior management and governance forums;
- Maintain audit/control evidence and ensure remediation actions are tracked to closure;
- Deliver training, coaching, process awareness, and communication to regional IT teams;
- Support ITSM tooling improvements, automation, reporting, and process standardization.
If you are interested in this role, click on the “Apply to this job” button below or you could also write in with your CV to Meenakshi Saklani at meenakshi.saklani@sciente.com quoting the job title.
