Description
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 the policy, the process design, and consistent compliance to it across in-house teams and managed service provider (MSP) partners as distinct from the day-to-day scheduling and execution of individual changes, which remains with the Director, Service Transition and the Change Manager. The Process Owner does not personally approve or reject every change; they are accountable for the process every change is required to follow, and hold the standing authority to act when it is not.
The successful candidate brings three things together: deep ITSM/ITIL expertise at enterprise scale, a proven, hands-on track record of using AI and agentic AI to modernize an ITSM function, and the critical thinking to adapt industry frameworks and standards to specific risk profile and ways of working rather than applying them by rote.
Key Responsibilities
Authority & Decision Rights
The role carries the authority needed to enforce the process it owns, scoped as follows:
Policy authority approve or reject changes to the Change Enablement policy, standards, and approval criteria.
Compliance enforcement flag, and require correction of, any change executed outside the defined process in-house or by an MSP partner.
Waiver approval approve process exceptions and waivers, which are time-bound and logged in the exception register.
Escalation direct escalation path to the VP, Service Management for unresolved or repeated non-compliance, including by MSP partners, without requiring an intermediary.
Contract input mandatory consultation on MSP contract and SOW language relating to change-process compliance, in partnership with the Director,
Vendor & Service Excellence, who retains contractual authority.
Audit access standing access to change records, CAB minutes, and MSP change logs needed to verify compliance.
Out of scope: individual change approvals (CAB and the Director, Service Transition), resourcing, and MSP contract terms (Director, Vendor & Service Excellence).
Process Governance & Enterprise-wide Compliance
Policy ownership own and continuously evolve the enterprise Change Enablement policy, procedure, and standard/normal/emergency change definitions and pre-approval criteria, aligned to ITIL 4 practice guidance.
Compliance across the estate hold in-house teams and every MSP partner accountable to the same process, with no exceptions outside a defined, time-bound waiver path that you approve and log.
Auditing run periodic process-adherence audits, maintain the non-compliance/exception register, and drive root-cause corrective action for repeated deviations.
Governance reporting report process health compliance rate, exception volume, and trend to the VP, Service Management and the ESM Steering Committee.
Cross-process integration align Change Enablement with Problem Management, Release Management, and CMDB/Configuration Management so risk and impact assessments stay accurate as the practice modernizes.
Stakeholder Engagement & Communication
Stakeholder alignment build and maintain alignment across ESM towers, application/product delivery teams, and MSP partners for the Change Enablement process and its modernization roadmap.
Leadership communication ensure regular, clear communication with stakeholders and leadership the VP, Service Management, the ESM Steering Committee, and business stakeholders on process health, compliance, and modernization progress.
End-user training ensure the team develops and maintains training for service management end users so process changes, the standard-change catalog, and new AI-assisted workflows are understood and adopted correctly.
Value proposition communicate the value proposition of Change Enablement to the business, articulating how the practice enables faster, safer application delivery rather than simply gating it.
AI-Enabled Change Modernization
Standard-change expansion lead the conversion of well-understood, low-risk, high-volume normal changes into preapproved standard changes, and champion CI/CD pipeline integration with the ITSM system of record so code-based application changes are governed without slowing sprint velocity.
Agentic AI deployment partner with the Director, ITSM Platform & Automation and the Intelligent Automation Lead to design and deploy AI- and agentic-AI-enabled change workflows automated risk assessment, autoapproval of low-risk changes, and predictive change-success scoring with guardrails, approval thresholds, and human-in-the-loop controls appropriate to each risk tier.
Vendor and capability evaluation assess ITSM platform and vendor claims of agentic capability on their merits, distinguishing genuine goal-directed, reasoning-based automation from rules-based workflows marketed as agentic, and sets standard for what will and won't be automated without human review.
Auditability own the audit-trail and explainability requirements for automated or AI-assisted change decisions, so every autoapproval, escalation, or agent action is logged, reviewable, and defensible.
Outcome measurement track and report change lead time, change failure rate, percentage of changes executed as standard/automated, and incidents attributable to change, to prove modernization is improving velocity without compromising stability.
Standards, Judgment & Continuous Improvement
Pragmatic standards application apply ITIL 4 and related frameworks as guidance to be adapted to risk profile, culture, and multi-vendor delivery model not a rulebook to apply unmodified.
Stakeholder judgment calls make and defend pragmatic trade-offs between change velocity and control to IT and business stakeholders, particularly where application teams' agile/DevOps cadence puts pressure on traditional change governance.
Continual improvement own the CSI backlog for the Change Enablement process itself distinct from individual change outcomes and use compliance, audit, and KPI data to prioritize it.
Adoption and culture address the cultural dimension of modernization directly, ensuring delivery teams experience automation and AI as augmenting the change process rather than adding bureaucracy or replacing their judgment.
Required Experience & Certifications
Professional Experience & Skills
10+ years of progressive ITSM experience, including at least 45 years owning or leading a Change/Release Management or Change Enablement practice in a large, complex, matrixed enterprise at a comparable scale to.
Deep working fluency in ITIL 4 practice guidance particularly Change Enablement, Release Management, Problem Management, and Service Configuration Management and demonstrated ability to translate that 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 for example, automated or risk-based change approval, intelligent incident triage/swarming, predictive analytics for change or incident outcomes, or deployment of agentic workflows with governance controls (guardrails, human-in-the-loop approval, audit logging).
Ability to evaluate AI and automation vendor claims critically, including distinguishing genuinely agentic (goal-directed, reasoning-based) systems from conventional rules-based automation marketed as AI or agentic.
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, and emerging AI governance frameworks such as the NIST AI Risk Management Framework or ISO/IEC 42001) pragmatically to real business constraints, rather than defaulting to textbook process.
Strong stakeholder management, facilitation, and executive communication skills; comfortable operating as a governance/compliance authority without direct line control over the teams being audited.
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.
Certifications
ITIL 4 Foundation required.
ITIL 4 Specialist: Create, Deliver & Support, or ITIL 4 Managing Professional strongly preferred.
ServiceNow Certified System Administrator (CSA), or Certified Implementation Specialist ITSM preferred.
Familiarity with AI governance/risk frameworks such as the NIST AI Risk Management Framework or ISO/IEC 42001 preferred, given this role's accountability for governing AI-assisted change decisions.
Skills
Management skills
Top Skills Details
Management skills
Additional Skills & Qualifications
Vision Alignment: This role is focused on transforming change management from a heavy, gated process into a streamlined, automated function. The person will leverage AI-driven decision-making for change risk and evaluation and will integrate CI/CD processes within the change management function.
Technical Skills: in IT Service Management (ITSM) change management is required, along with a deep understanding of relevant standards and compliance requirements like ISO 27001. A strong, practical understanding of AI and its application in solutions is non-negotiable.
Role Level: This is a Director-level role with three to four direct reports.
Certifications
ITIL 4 Foundation required.
ITIL 4 Specialist: Create, Deliver & Support, or ITIL 4 Managing Professional strongly preferred.
ServiceNow Certified System Administrator (CSA), or Certified Implementation Specialist ITSM preferred.
Experience Level
Expert Leve
Job Type & Location
This is a Permanent position based out of Chicago, IL.
Pay and Benefits
The pay range for this position is $185000.00 - $215000.00/yr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
TBD, need this information from JLL
Workplace Type
This is a hybrid position in Chicago,IL.
Application Deadline
This position is anticipated to close on Oct 16, 2026.
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.