Change Management Process Owner

Jones Lang LaSalle Americas, Inc.

. Own and continuously evolve the enterprise Change Enablement policy, procedure, standards, and pre-approval criteria .

Posted 10/23/2026full-timeUnited StatesSeniorLead💰 $175,000 - $225,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Own and continuously evolve the enterprise Change Enablement policy, procedure, standards, and pre-approval criteria
Enforce compliance across in-house teams and managed service provider partners
Approve policy changes, process exceptions, and time-bound waivers
Run process-adherence audits and maintain the non-compliance/exception register
Drive root-cause corrective action for repeated deviations
Report compliance, exception volume, trends, and process health to the VP, Service Management and ESM Steering Committee
Align Change Enablement with Problem Management, Release Management, and CMDB/Configuration Management
Build stakeholder alignment across ESM towers, application/product delivery teams, and MSP partners
Ensure training for service management end users on process changes, standard-change catalogs, and AI-assisted workflows
Lead conversion of low-risk normal changes into preapproved standard changes
Champion CI/CD pipeline integration with the ITSM system of record
Design and deploy AI- and agentic-AI-enabled change workflows with guardrails and human-in-the-loop controls
Evaluate ITSM platform and vendor claims of agentic capabilities
Own audit-trail and explainability requirements for automated or AI-assisted decisions
Track change lead time, change failure rate, automation rates, and change-related incidents
Apply ITIL 4 and related frameworks pragmatically to JLL’s risk profile and multi-vendor model
Make trade-offs between change velocity and control for senior IT and business stakeholders
Own the continual service improvement backlog for Change Enablement
Address cultural adoption so AI and automation augment rather than burden delivery teams

Requirements

What you’ll need

10+ years of progressive ITSM experience
At least 4–5 years owning or leading a Change/Release Management or Change Enablement practice in a large, complex, matrixed enterprise
Deep working fluency in ITIL 4 practice guidance, particularly Change Enablement, Release Management, Problem Management, and Service Configuration Management
Hands-on track record using AI and agentic AI to modernize an ITSM function
Ability to critically evaluate AI and automation vendor claims
Experience holding managed service partners accountable to a defined process, including audit and escalation
Critical thinking applying ITIL, COBIT, NIST AI Risk Management Framework, or ISO/IEC 42001 pragmatically
Strong stakeholder management, facilitation, and executive communication skills
Hands-on experience with a modern ITSM platform such as ServiceNow, including change workflow configuration, CMDB-based risk/impact assessment, and reporting/analytics
Ability to produce governance documentation, policy artifacts, and executive-level reporting
ITIL 4 Foundation certification required
ITIL 4 Specialist: Create, Deliver & Support or ITIL 4 Managing Professional strongly preferred
ServiceNow Certified System Administrator or Certified Implementation Specialist – ITSM preferred
Familiarity with AI governance/risk frameworks such as NIST AI Risk Management Framework or ISO/IEC 42001 preferred
Must be authorized to work in the United States without sponsorship

Benefits

Comp & perks

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
Supportive culture and comprehensive benefits package prioritizing mental, physical and emotional health