Job Description

General information

Country
India
City
Remote Location
Job ID
48282
Department
Infor Consulting Services

Description & Requirements

Principal Consultant – Change Manager (Managed Services)

Seeking an experiencedPrincipal Consultant – Change Managerto support a major strategic customer under anoutcome‑based Managed Services agreement This role is accountable forend‑to‑end Change Management ownership, ensuring that changes across Infor enterprise applications are delivered in a controlled, transparent, and risk‑mitigated manner, aligned withITIL v3/v4 best practices

The Change Manager will be responsible formaturing and standardizing the change management capabilitythat is currently distributed across Service Operations Managers (SOMs) and delivery teams. The role will consolidate governance, elevate release quality, reduce operational risk, and alignInfor and customer change processesinto a single, cohesive operating model.

In addition to supporting the strategic customer, this role will provideChange Management oversight across the broader Infor Managed Services organization, contributing to the development ofrepeatable best practices and a scalable go‑to‑market offeringfor additional customers. The Change Manager will act as a trusted authority on change governance, tooling, and compliance, withServiceNowas the primary platform for workflow, approvals, auditability, and reporting

Key Responsibilities:

1. Change Process Governance and Optimization

• Own and continuously improve the end‑to‑end Change Management processfor Managed Services engagements.
• Establish and enforce standardized change classification, lifecycle stages, approval paths, and success criteria.
• Ensure alignment with ITIL v3/v4, Infor Managed Services standards, and customer governance requirements.
• Act as the primary Change Management authority in collaboration with SOMs, delivery teams, and customer stakeholders.

2. Audit, Documentation, and Compliance

• Ensure all changes are fully documented and traceable within ServiceNow
• Produce and maintain audit‑ready artifacts including change logs, approval records, risk assessments, and post‑implementation reviews.
• Support internal and external audits by providing accurate change history, metrics, and evidence of compliance with agreed controls and segregation of duties.

3. Environment Tracking and Release Readiness

• Maintain visibility of customer environments (production and non‑production) and planned change activity.
• Coordinate release readiness activities, including dependency checks, blackout periods, and alignment to customer business calendars.
• Ensure changes are sequenced and scheduled to minimize risk and operational disruption.

4. Risk Analysis and Approval Coordination

• Perform structured risk and impact analysisfor all medium and large changes.
• Facilitate Change Advisory Board (CAB) processes, including preparation, approvals, deferrals, and emergency change handling.
• Coordinate approvals across Infor internal teams and customer stakeholders, ensuring informed decision‑making and accountability.

5. Extensions and Impact Analysis

• Assess the impact of extensions, enhancements, integrations, and configuration changes across the application landscape.
• Work closely with technical teams to ensure changes adhere to Infor extensibility and architectural best practices.
• Identify downstream impacts to support, upgrades, compliance, and long‑term maintainability.

6. KPI and Metrics Management

• Define, track, and report key Change Management KPIs, such as change success rate, rollback frequency, emergency change volume, and post‑change incidents.
• Provide regular insights and recommendations to drive improved outcomes and process maturity.
• Use metrics to support continuous improvement initiatives and executive‑level reporting.

7. Technical Oversight

• Apply strong technical judgment when evaluating change feasibility, dependencies, and risk.
• Translate technical detail into clear, business‑focused change narratives for stakeholders.
• Act as a bridge between technical delivery teams and service governance, leveraging experience similar to a Service Operations Manager (SOM)

8. Continuous Improvement

• Identify opportunities to simplify, standardize, and automate change processes using ServiceNow
• Contribute to the evolution of Infor Managed Services Change Management standards and playbooks.
• Support the creation of a scalable, repeatable Change Management model for future customers.

Qualifications & Experience:

Technical & Professional

• Strong knowledge of ITIL v3/v4 change management practices and service operations using ServiceNow
• Prior experience in Managed Services and ERP/enterprise applications (Infor products preferred).
• Experience interpreting technical constraints, environments, deployments, and integrations—preferably with a background in Service Operations Management, with Change Management experience.

Soft Skills:

• Excellent communication and stakeholder‑management skills.
• Strong analytical and documentation ability; comfortable producing audit and compliance artifacts.
• Able to work independently within an outcome‑based framework.

Availability Requirements:

• Must be available during UK business hours (9am–6pm) for engagement and collaboration; full‑time presence during those hours is not required, but responsiveness is.

Overall Experience Required

(Integrated as a single, cohesive requirement rather than a breakdown by category.)

CoPilot

Job Posting: Change Manager – Managed Services (ITIL)

Location:Remote, UK-hours coverage (9am–5pm UK time)
Engagement Model:Outcome‑based (3 days/week in 2026; 2 days/week in 2027–2028)
Organization:Managed Services Delivery
Customer:Strategic Account – AML

About the Role

We are seeking an experiencedChange Managerto support a major strategic customer under an outcome‑based Managed Services agreement. This is a key role responsible for maturing and driving the end‑to‑end change management process, improving release quality, increasing governance, reducing risk, and aligning Infor and AML processes into a cohesive model that followsITIL best practices

Today this work is distributed across SOMs; this role will consolidate and uplift that capability, shape future best practices, and contribute to a repeatable GTM offering for additional customers.

Key Responsibilities

1. Change Process Governance & Optimization

• Review, streamline, and optimize the existing change approval process while factoring AML’s internal processes.[RE: AML Ch...ential GHR | Outlook]
• Oversee end‑to‑end change lifecycle following ITIL standards—ensuring minimal risk, strong auditability, and alignment with CAB governance practices.[251006_AML...ntation v3 | PowerPoint]
• Coordinate with AML stakeholders, internal consultants, and technical teams to ensure efficient approvals, risk assessments, and communication.

2. Audit, Documentation & Compliance

• Create, improve, and maintain change audit documentation, dashboards, and reporting to evaluate accuracy, success rate, and rollback metrics.[RE: AML Ch...ential GHR | Outlook]
• Ensure Segregation of Duties (SoD) compliance and maintain accurate change‑related evidence for internal and external audit needs.[251006_AML...ntation v3 | PowerPoint]

3. Environment Tracking & Release Readiness

• Maintain detailed records of environment solution levels, including fix deployment timelines, inbound/outbound changes, and version histories.[RE: AML Ch...ential GHR | Outlook]
• Partner with the ATS team and AML to coordinate smoke testing for every release, validate outcomes, and document results thoroughly.[RE: AML Ch...ential GHR | Outlook]

4. Technical Oversight

• Apply SOM‑level technical understanding to interpret solution constraints, evaluate risk, and provide actionable guidance to AML during change assessment.[RE: AML Ch...ential GHR | Outlook]
• Oversee technical resources developing automated solutions for environment audits to ensure configuration accuracy and consistency.[RE: AML Ch...ential GHR | Outlook]

5. Continuous Improvement & GTM Enablement

• Measure and improve KPIs such as change success rate, CAB approval rate, and incident‑to‑change relationships.[251006_AML...ntation v3 | PowerPoint]
• Codify the role, lessons learned, and process improvements into a reusable GTM offering for customers with similar needs (e.g., Ab Agri).[RE: AML Ch...ential GHR | Outlook]

Qualifications & Experience

Technical & Professional

• Strong knowledge of ITIL v3/v4 change management practices and service operations.
• Prior experience in Managed Services, Cloud Operations, or ERP/enterprise applications.
• Ability to interpret technical constraints, environment structures, deployments, and integrations—ideally with a background similar to a SOM.[RE: AML Ch...ential GHR | Outlook]

Soft Skills

• Excellent communication and stakeholder‑management skills.
• Strong analytical and documentation ability; comfortable producing audit and compliance artifacts.
• Able to work independently within an outcome‑based framework.

Availability Requirements

• Must be available during UK business hours (9am–5pm)for engagement and collaboration; full‑time presence during those hours is not required, but responsiveness is.[RE: AML Ch...ential GHR | Outlook]

Why This Role Matters

This position is essential for stabilizing, maturing, and scaling the change management function within a large, complex, and high‑value customer environment. You will shape not only AML’s experience but future offerings across our Managed Services portfolio.

About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn’t just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you’re not just building a career. you’re helping to build what’s next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com

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