The Project Manager – Change & Escalation Manager is responsible for owning change control governance and escalation management across client engagements. This role acts as a central point of coordination for changes, escalations, and critical approvals, ensuring compliance, stakeholder alignment, and minimal disruption to delivery teams. The individual will work closely with clients, internal delivery teams, and Sales/Pre-sales to manage change consumption and support value-driven change requests (CRs). Key Responsibilities Change Management & Governance Own and govern end-to-end change control processes, ensuring adherence to defined governance models and compliance requirements. Maintain and manage an internal change tracker, providing accurate visibility into change requests, consumption, and approvals. Coordinate with Sales and Pre-sales teams to track contractual consumption and identify when value-based change requests (CRs) are required. Support the creation, review, and approval of change requests, ensuring alignment with scope, value, and client expectations. Escalation Management Drive day-to-day escalation management (Levels 1–3) with clients and internal teams. Actively triage and resolve escalations with the objective of minimizing impact and reducing operational load on delivery teams. Serve as the primary point of contact for critical issues, ensuring timely communication, decision-making, and resolution. Escalate issues appropriately to senior leadership when required, with clear context, impact assessment, and recommended actions. Stakeholder & Client Engagement Act as a trusted advisor to clients on change and escalation matters. Build and maintain strong relationships with key client and internal stakeholders. Facilitate alignment across delivery, sales, pre-sales, and leadership teams on changes, risks, and escalations. Ensure transparent, timely, and effective communication throughout the change and escalation lifecycle. Risk, Compliance & Continuous Improvement Identify risks related to changes and escalations and proactively drive mitigation plans. Ensure compliance with contractual, operational, and governance standards. Continuously improve change and escalation processes to enhance efficiency, predictability, and stakeholder satisfaction. Experience Requirements8–12 years of overall experience in Project Management, Technical Project Management, or Project Management roles.5+ years of hands-on experience in change management, escalation management, or governance-focused roles within client-facing environments. Bachelor’s degree in Engineering, Computer Science, Information Technology, Business Administration, or a related field (required). Certifications such as PMP, PgMP, PRINCE2, ITIL, SAFe, or Change Management (Prosci/ACMP) are desirable. Strong expertise in Change Management and Escalation Management. Excellent stakeholder management, communication, and negotiation skills.