Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Japanese Language
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Senior Change Management SME (Bilingual: English & Japanese) - JD
Role Purpose
We are seeking a highly skilled Change Management SME to drive enterprise IT Change Governance in a large-scale global environment. This role requires strong operational ownership, governance discipline, stakeholder management, and the ability to independently govern complex, high-risk production changes with operational stability and compliance. The ideal candidate must confidently drive governance, manage escalations, and operate effectively in high-pressure, regulated environments such as Insurance, Banking, or Financial Services.
The role also requires strong bilingual communication capability in both English and Japanese to support Japan-region stakeholders, governance calls, CAB/TAB meetings, operational communications, and Change Management activities.
Key Responsibilities
Change Governance & Operational Control
o Govern Normal, Standard, and Expedited changes end-to-end with strong process understanding of Emergency changes
o Review RFCs for risk, impact, rollback readiness, implementation quality, and compliance
o Own and lead CAB/TAB governance activities
o Prepare agendas, drive risk discussions, manage conflict resolution, and govern scheduling decisions
o Chair meetings confidently with global stakeholders and technical teams
o Ensure action tracking, governance follow-ups, and meeting documentation
o Challenge or reject risky, incomplete, or non-compliant changes
o Conduct Post Implementation Reviews (PIRs) for failed changes and change-related outages
o Identify governance gaps and operational improvement opportunities, and drive corrective/preventive actions with documented lessons learned
o Participating in root cause discussions with technical teams for potentially failed changes causing outages
o Ensure adherence to global Change Management policies and governance standards
o Monitor Change Management SLA breaches, aging backlog, drive strong governance to reduce unauthorized changes, and failed changes
o Conduct Change Management training and awareness sessions for global and Japan-region stakeholders in both English and Japanese
o Create and manage policy and procedural documents and knowledge articles
o Support Japan-region Change Governance activities through bilingual communication in English and Japanese
o Conduct and support CAB/TAB meetings, governance discussions, operational reviews, and stakeholder coordination in Japanese where required
o Review, validate, and manage Change Management communications, governance emails, and operational updates in Japanese and English
Stakeholder Management & Reporting
o Drive Change Governance for global stakeholders, including Japan-region stakeholders, by providing process guidance in both English and Japanese
o Handle bilingual governance communications, operational escalations, and stakeholder discussions professionally
o Publish and manage governance dashboards, KPI metrics, and operational insights
AI & Operational Readiness
o Support AI-enabled ITSM operational models and governance automation
o Adapt to AI-assisted reporting, workflow optimization, and evolving operational models
Mandatory Skills & Experience
o Strong experience in Change Management and ITIL 4 based Change Enablement operations (ITIL4 Certified)
o Proven expertise in enterprise Change Governance and CAB/TAB leadership
o Experience governing high-risk and critical production changes
o Strong operational risk assessment and escalation management capability
o Excellent stakeholder management and communication skills
o Hands-on experience with ServiceNow ITSM tool
o Strong analytical capability, governance reporting expertise, and operational ownership mindset
o Exposure to AI-driven operational models
o 5 - 7 years of experience in Change Management operations and governance
o Ability to work in a 24x5 support environment
o Strong bilingual communication capability in English and Japanese (written and verbal)
o Experience supporting Japan-region stakeholders and multilingual governance operations
o Ability to independently handle governance calls, meetings, reporting, and communications in Japanese
o Business-level Japanese communication capability is mandatory
Preferred Skills
o Change Management operational experience in Insurance, Banking, or Financial Services industry domain
o Power BI reporting / dashboard experience
o Experience supporting global ITSM operations and service improvement initiatives
o Experience supporting Japanese clients or Japan-region IT operations
What We Are Looking For
o A strong Change Management operator - not a ticket coordinator
o Someone who can confidently lead CAB/TAB discussions and constructively challenge technical teams
o A professional who understands operational risk, governance, and production stability with strong decision-making capability
o A self-driven individual who can enforce compliance with minimal supervision
o Someone who can balance governance, business urgency, and operational stability effectively
o A professional capable of confidently managing bilingual governance discussions and stakeholder interactions across global and Japan-region teams
Language Requirement
o Business-level communication capability in both English and Japanese is mandatory
o Ability to handle governance meetings, CAB/TAB discussions, operational reviews, emails, and stakeholder communications in Japanese
o Ability to work effectively with global and Japan-region stakeholders in a multilingual operational environment
15 years full time education
