CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t 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 heard—when 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, including the ability to lead CAB-focused communications and challenge inadequate change plans.

· Excellent English communication skills, both written and verbal, suitable for technical teams, business stakeholders, auditors, and leadership.

· Demonstrated ability to enforce governance while enabling delivery, operational agility, and appropriate risk-based decision-making.

· Experience working closely with engineering, infrastructure, security, application, platform, and service management teams.

· Working knowledge of release planning, release calendars, deployment readiness, JIRA environments, and Agile and Waterfall delivery methodologies.

Qualifications

· Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

· 6+ years of experience leading global Change Management, with practical exposure to Release Management.

· 8+ years of experience working with ITIL-based IT Service Management processes.

· 10+ years of hands-on experience with ServiceNow in an enterprise environment.

· ITIL v3 or ITIL 4 certification required.

· 1+ year of experience working within JIRA or equivalent training and practical awareness.

· Equivalent experience in project delivery, implementation governance, or technology operations.

Preferred Qualifications & Skills

· Experience governing change in large-scale, high-availability, or high-frequency delivery environments.

· Experience using SharePoint for process documentation and knowledge management.

· Exposure to DevOps, CI/CD pipelines, Agile delivery models, and automated change enablement.

· Experience establishing maintenance windows, peak-season restrictions, business-critical blackout periods, and related governance controls.

· Experience driving automation or continuous improvement initiatives within Change Management.

· Experience developing dashboards and reporting in Grafana, ServiceNow, or Power BI.

· Experience with software development, Scrum management, Scaled Agile planning, or SAFe.

What We’re Looking For: 

• Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
   

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy