Sr Analyst-Change management Process Manager

CREATIVITY IS OUR SUPERPOWER. Its our heritage and its also our future. Because we dont just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heardwhen everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers. Role: Change Management Process Manager Location: Hyderabad, India Expected Hours: PST hours (AM into Early Afternoon) Team: I&O Technology Support Services - ITSM Team Reports To: ITSM/CFS Process Manager & Service Manager Role Overview The Change Management Process Manager is a leadership role responsible for the governance, execution, and continuous improvement of the Change Management process supporting global, 24/7 IT operations. The role is primarily focused on ensuring that changes are appropriately planned, risk-assessed, approved, scheduled, communicated, implemented, and reviewed with minimal disruption to business services. Serving as the Change Management process owner, this position establishes standards and ensures consistent execution across Infrastructure, Operations, Security, Application, and Platform teams in alignment with ITIL best practices, organizational requirements, and business objectives. The role chairs and governs CAB, PreCAB, and ECAB meetings; reviews change activity for quality, compliance, and approval; manages exceptions and escalations; and partners with Incident, Major Incident, Problem, Release, and ServiceNow platform teams to strengthen cross-process integration. Approximately 20 percent of the role provides backup support and process awareness for Release Management, including release calendar coordination, readiness reviews, lifecycle reporting, and coverage during absences or peak delivery periods. Key Responsibilities Own, improve, and govern the Change Management process end to end, ensuring consistency, compliance, and operational discipline across global technology teams. Define, maintain, and enforce change policies, risk models, change types, approval frameworks, lead-time requirements, blackout periods, and emergency change standards. Lead and facilitate CAB, PreCAB, and ECAB meetings, ensuring effective risk assessment, stakeholder participation, decision-making, and documented outcomes. Review changes for completeness, business impact, technical risk, implementation planning, validation, rollback readiness, scheduling conflicts, and appropriate approvals. Monitor and manage the forward schedule of change to reduce collisions, competing activities, resource constraints, and business disruption. Ensure standard, normal, and emergency changes are properly documented, authorized, communicated, implemented, validated, and closed. Monitor change success rates, failed changes, unauthorized changes, emergency change usage, policy exceptions, and change-related incidents. Lead post-implementation reviews for failed, high-risk, emergency, or business-impacting changes and track corrective actions to closure. Define, track, analyze, and report Change Management KPIs, trends, compliance measures, and improvement opportunities to operational and leadership stakeholders. Partner with Incident, Major Incident, Problem, Event, Configuration, and Release Management teams to ensure strong cross-process controls and data alignment. Work with the ServiceNow platform team to enhance Change Management workflows, risk calculations, approvals, automation, dashboards, notifications, and reporting. Lead recurring Change Management training and awareness sessions and maintain current process documentation, standards, procedures, and job aids. Fulfill audit reviews and artifact requirements on a monthly, quarterly, and annual basis, including evidence of approvals, controls, exceptions, and remediation activity. Provide backup Release Management support, including release calendar awareness, readiness review participation, release reporting, and coverage for critical release activities when needed. Required Knowledge & Skills Expert-level knowledge of Change Management within ITIL-based IT Service Management frameworks, with working knowledge of Release Management. Strong understanding of risk assessment, impact analysis, change categorization, scheduling, dependency management, approvals, emergency change controls, and governance. Experience working in audit-focused environments and producing control evidence, compliance artifacts, KPIs, and remediation documentation. Hands-on experience with the ServiceNow Change module, including workflows, approvals, risk models, reporting, dashboards, and integrations. Strong facilitation, organization, and stakeholder-management skills .