Change Management Process Owner

JLL • Chicago, CO

1d • $175,000 - $225,000 • Onsite

About The Position

JLL is hiring a Director-level Change Enablement Process Owner within its Enterprise Service Management function. The role leads the transformation of enterprise Change Enablement from a traditional change-control function into a modern, service-oriented practice that supports agile and DevOps delivery and enterprise AI adoption. It is a governance and assurance role: the Process Owner is accountable for enterprise policy, process design, and consistent compliance across internal teams and managed service provider (MSP) partners, rather than day-to-day scheduling and execution or approving every individual change.

The Process Owner has authority to approve or reject changes to the policy, standards, and approval criteria; require correction of changes executed outside the process; approve and log time-bound waivers; escalate unresolved or repeated non-compliance directly to the VP, Service Management; provide mandatory input on MSP contract and SOW language related to compliance; and access change records, CAB minutes, and MSP change logs for audits.

The role owns and evolves the Change Enablement policy, procedures, change definitions, and pre-approval criteria in alignment with ITIL 4 guidance. It holds internal teams and MSP partners to consistent process requirements, conducts adherence audits, maintains non-compliance and exception records, drives corrective action, reports process health to senior stakeholders, and coordinates with Problem Management, Release Management, and CMDB/Configuration Management.

The Process Owner builds stakeholder alignment and communicates process health and modernization progress to ESM teams, application and product delivery teams, MSP partners, leadership, and business stakeholders. The role ensures end-user training is developed and maintained, and explains how Change Enablement enables faster, safer delivery.

The role leads modernization through expansion of standard changes and CI/CD integration with the ITSM system of record. In partnership with ITSM platform and automation leaders, it designs and deploys AI-enabled and agentic-AI workflows with appropriate guardrails, thresholds, and human oversight. It evaluates vendor claims, establishes automation boundaries, owns auditability and explainability requirements, and measures outcomes including change lead time, failure rate, standard/automated change share, and incidents attributable to change. It also owns the process improvement backlog and makes pragmatic trade-offs between delivery velocity and control.

The position is on-site in Chicago, Illinois, or San Francisco, California. The role does not provide visa sponsorship; applicants must be authorized to work in the United States without sponsorship. Expected compensation is $175,000–$225,000 per year, with final compensation dependent on qualifications, location, market conditions, and internal considerations. Applications are accepted on an ongoing basis until a candidate is identified.

Requirements

• 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 at a comparable scale to JLL.
• Deep working fluency in ITIL 4 guidance, particularly Change Enablement, Release Management, Problem Management, and Service Configuration Management.
• Ability to translate ITIL guidance into organization-specific policy rather than apply it verbatim.
• Hands-on track record using AI and agentic AI to modernize an ITSM function, such as automated or risk-based change approval, intelligent incident triage or swarming, predictive analytics, or governed agentic workflows.
• Ability to critically evaluate AI and automation vendor claims and distinguish goal-directed, reasoning-based agentic systems from rules-based automation.
• Experience holding managed service partners accountable to defined processes, including audit and escalation in a multi-vendor delivery environment.
• Ability to apply standards and frameworks pragmatically, including ITIL, COBIT, and emerging AI governance frameworks, to real business constraints.
• Strong stakeholder management, facilitation, and executive communication skills.
• Comfort operating as a governance and compliance authority without direct line control over audited teams.
• Hands-on experience with a modern ITSM platform such as ServiceNow, including change workflow configuration, CMDB-based risk and impact assessment, and platform reporting or analytics.
• Ability to produce clear governance documentation, policy artifacts, and executive-level reporting.
• ITIL 4 Foundation certification (required).
• Must be authorized to work in the United States without visa sponsorship.

Nice To Haves

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

Responsibilities

• Own and continuously evolve enterprise Change Enablement policies, procedures, standards, change definitions, and pre-approval criteria.
• Approve or reject changes to Change Enablement policy, standards, and approval criteria.
• Enforce process compliance across internal teams and MSP partners, and require correction of changes executed outside the defined process.
• Approve and log time-bound process exceptions and waivers.
• Escalate unresolved or repeated non-compliance directly to the VP, Service Management.
• Provide mandatory consultation on MSP contract and SOW language relating to change-process compliance.
• Conduct periodic process-adherence audits and maintain the non-compliance and exception register.
• Drive root-cause corrective action for repeated process deviations.
• Report process health, compliance rates, exception volumes, and trends to the VP, Service Management and ESM Steering Committee.
• Align Change Enablement with Problem Management, Release Management, and CMDB/Configuration Management.
• Build and maintain alignment across ESM towers, application and product delivery teams, and MSP partners on process and modernization plans.
• Communicate process health, compliance, and modernization progress to leadership and business stakeholders.
• Ensure training is developed and maintained for service management end users on process changes, the standard-change catalog, and AI-assisted workflows.
• Communicate how Change Enablement enables faster, safer application delivery.
• Expand the catalog of preapproved standard changes and champion CI/CD pipeline integration with the ITSM system of record.
• Partner with ITSM platform and automation leaders to design and deploy AI- and agentic-AI-enabled change workflows with appropriate guardrails and human-in-the-loop controls.
• Assess ITSM platform and vendor automation claims and set standards for automation that does or does not require human review.
• Own audit-trail and explainability requirements for automated or AI-assisted change decisions.
• Track and report change lead time, change failure rate, the percentage of standard or automated changes, and incidents attributable to change.
• Apply ITIL 4 and related frameworks pragmatically to JLL’s risk profile, culture, and multi-vendor delivery model.
• Make and defend practical trade-offs between change velocity and control with senior IT and business stakeholders.
• Own and prioritize the continual service improvement backlog for the Change Enablement process.
• Address adoption and cultural change so automation and AI augment delivery teams’ work rather than add bureaucracy or replace their judgment.
• Maintain access to change records, CAB minutes, and MSP change logs needed to verify compliance.

Benefits

• 401(k) plan with matching company contributions
• Comprehensive medical, dental, and 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 benefits that prioritize mental, physical, and emotional health

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed