Tower lead - change management, servicen

Job Summary

Location: Paris

Skills: IT Process Engineering

• Secondary Skills:
  • FUNCTIONAL CONSULTANT
  • ITSM Platform

No. of positions: 1

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry‑leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We are powered by our people—a global, diverse, multi‑generational talent representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem‑solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology‑enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit

Twr Lead‑ChangeMgmt, ITIL, SNOW Admin/Supp

Job Summary

The Tower Lead for Tools & Automation is crucial for driving effective change management and ITIL processes within the organization. This role ensures the timely resolution of escalations, adherence to service level agreements, and the successful implementation of strategic initiatives to enhance operational efficiency and customer satisfaction.

• Key Responsibilities
  • Ensure the generation of tower‑level revenue by implementing best practices in change management and ITIL, aligning operational goals with financial performance.
  • Oversee and ensure closure of all responsibilities, tasks, and escalations in accordance with agreed SLA norms by leveraging tools such as ServiceNow and BMC Remedy.
  • Validate operational reports and maintain operational hygiene, ensuring that services are delivered as per the Statement of Work (SOW) while continuously identifying areas for improvement.
  • Promote positive customer satisfaction by developing and implementing new initiatives and frameworks in change management and ITIL processes.
  • Implement the profit improvement plan (PIP) by utilizing automation tools and self‑driven initiatives, driving efficiencies and cost savings across service delivery.
• Skill Requirements
  • In‑depth knowledge of change management and ITIL best practices.
  • Proficiency in ServiceNow, BMC Remedy, and CA Service Desk for effective service management.
  • Strong analytical skills for validating reports and operational performance metrics.
  • Excellent communication and leadership skills to drive customer satisfaction and team performance.
• Certification
  • ITIL Certification is required.
  • Change Management Certification is optional but valuable.