Change Management Process Owner

JLL's Enterprise Service Management (ESM) function is hiring a Director-level Change Enablement Process Owner to lead the transformation of Change Enablement from a traditional, gatekeeping change-control function into a modern, service-oriented practice that keeps pace with agile and DevOps application delivery and with enterprise AI adoption across a Fortune 200 organization of 100,000+ employees. This is a governance and assurance mandate. The Process Owner is accountable for how change is governed enterprise-wide, including policy, process design, and consistent compliance across in-house teams and managed service provider (MSP) partners.

Responsibilities

Lead the transformation of Change Enablement into a modern, service-oriented practice; Own and evolve the enterprise Change Enablement policy, procedure, and standard/normal/emergency change definitions; Approve or reject changes to the Change Enablement policy, standards, and approval criteria; Flag and require correction of changes executed outside the defined process, in-house or by MSP partners; Approve time-bound process exceptions and waivers logged in the exception register; Escalate unresolved or repeated non-compliance to the VP, Service Management; Provide mandatory consultation on MSP contract and SOW language relating to change-process compliance; Run periodic process-adherence audits and drive root-cause corrective action; Report process health (compliance rate, exception volume, trend) to the VP, Service Management and the ESM Steering Committee; Align Change Enablement with Problem Management, Release Management, and CMDB/Configuration Management; Lead conversion of low-risk, high-volume normal changes into standard changes; Design and deploy AI- and agentic-AI-enabled change workflows with guardrails and human-in-the-loop controls; Own audit-trail and explainability requirements for automated or AI-assisted change decisions; Track and report change lead time, change failure rate, standard/automated change percentage, and change-related incidents; Own the CSI backlog for the Change Enablement process; Ensure end-user training for process changes and AI-assisted workflows

Requirements

10+ years of progressive ITSM experience, including at least 4–5 years owning or leading a Change/Release Management or Change Enablement practice in a large, complex, matrixed enterprise at a comparable scale to JLL; Deep working fluency in ITIL 4 practice guidance, particularly Change Enablement, Release Management, Problem Management, and Service Configuration Management; Demonstrated ability to translate ITIL 4 guidance into policy fit for a specific organization rather than applying it verbatim; A proven, hands-on track record of using AI and agentic AI to modernize an ITSM function; Ability to evaluate AI and automation vendor claims critically, distinguishing genuinely agentic systems from conventional rules-based automation; Experience holding managed service partners accountable to a defined process, including audit and escalation in a multi-vendor delivery environment; Demonstrated critical thinking in applying industry standards and frameworks (ITIL, COBIT, NIST AI Risk Management Framework, ISO/IEC 42001) pragmatically to real business constraints; Strong stakeholder management, facilitation, and executive communication skills; Hands-on experience with a modern ITSM platform (e.g., ServiceNow), including change workflow configuration, CMDB-based risk/impact assessment, and platform reporting/analytics; Ability to produce clear governance documentation, policy artifacts, and executive-level reporting; ITIL 4 Foundation (required); Authorized to work in the United States without sponsorship

Nice to have

ITIL 4 Specialist: Create, Deliver & Support, or ITIL 4 Managing Professional; ServiceNow Certified System Administrator (CSA), or Certified Implementation Specialist – ITSM; Familiarity with AI governance/risk frameworks such as NIST AI Risk Management Framework or ISO/IEC 42001

Benefits

401(k) plan with matching company contributions; Comprehensive Medical, Dental & Vision Care; Paid parental leave at 100% of salary; Paid Time Off and Company Holidays; Early access to earned wages through Daily Pay