About the Opportunity

Job Description

Title                 Change Specialist

Department      Enterprise Service Management

Location          Bengaluru/Gurgaon

Reports To       SENIOR MANAGER - CHANGE MANAGEMENT

Level                4

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Service Operations team, part of the Enterprise Service Management function and feel like you’re part of something bigger.

About your team

The Change Management function owns the centralized Change Management process for Technology and ensures a standardized implementation across all systems for efficient and prompt Change request handling to minimize risks to the Production environment. The team also administers change control over non-production environments. The team works in close coordination with other Technology and Business teams  globally.

About your role

The Change Management Specialist within the Technology Change Management team plays a key role in ensuring that technology-driven changes are successfully adopted across the organisation. Working closely with project teams, technology leaders, service management, and business stakeholders, the role focuses on supporting both the day to day activities around Change Management as well as developing and executing change management strategies, and driving user adoption of new technologies, processes, and ways of working. The specialist is responsible for stakeholder engagement, change impact assessments, communications planning, training coordination, and measuring adoption outcomes to ensure changes deliver their intended business benefits while minimising disruption to operations.

The successful candidate will bring strong experience in Technology change management and a proven track record of supporting complex technology transformations. They will act as a trusted advisor to project and delivery teams, helping to identify adoption risks, build stakeholder readiness, and foster a positive change culture. Strong ServiceNow knowledge and hands-on experience are essential, particularly in supporting Technology Change Management processes, reporting, workflow optimisation, and governance activities. The ideal candidate will be comfortable leveraging ServiceNow data and capabilities to improve visibility, compliance, and operational effectiveness, while working collaboratively across technology and business teams. Excellent communication, influencing, stakeholder management, and analytical skills are critical, along with a passion for helping people and organisations successfully navigate change.

Key responsibilities include:

• Independently managing complex and high-risk changes throughout their lifecycle.
• Chairing and facilitating CAB meetings, ensuring appropriate risk assessment, impact evaluation, approval routing, and stakeholder engagement.
• Driving continuous improvement initiatives, including workflow optimization, automation opportunities, AI adoption, and Change Management transformation activities.
• Monitoring KPIs, operational metrics, compliance controls, and service trends, proactively identifying risks and recommending corrective actions.
• Engaging with various other practices within Service Management such as Incident and Problem Management, SACM, Service Reporting, Service Control.

About you

You have extensive experience in IT Change Management and a strong understanding of ITIL practices, governance frameworks.

You are comfortable operating independently, making sound risk-based decisions, and managing competing priorities across a global organization.

You will ideally demonstrate:

• Strong experience in Change Management within complex enterprise environments.
• Proven ability to independently manage high-risk and business-critical changes.
• Strong ServiceNow expertise with a deep understanding of Change product, platform capabilities, reportings and automation, with a proven ability to drive process optimization, champion OOTB solutions and support strategic transformation initiatives.  
• Good facilitation and stakeholder management skills, including leading CAB meetings, post change reviews and Unauthorized changes.
• Strong analytical skills with the ability to interpret operational data, identify trends, and drive improvements.
• Continuous improvement mindset, with the ability to identify automation and AI-enabled opportunities.
• This role works UK business hours to enable close collaboration with teams in UK and Canada.
• Succesfuly engages and influences stakeholders, building effective relationships to drive alignment and achieve diresired outcomes.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com