Change Management Process Owner

JLL•Chicago, IL

3d•$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 will transform enterprise Change Enablement from a traditional change-control function into a modern, service-oriented practice that supports agile and DevOps application delivery and enterprise AI adoption across an organization of more than 100,000 employees. This is a governance and assurance role, accountable for the enterprise policy, process design, and consistent compliance of in-house teams and managed service provider partners. It does not manage the day-to-day scheduling or execution of individual changes, nor personally approve or reject every change. The Process Owner has authority to approve or reject policy changes, require correction of process non-compliance, approve and log time-bound waivers, escalate repeated or unresolved non-compliance directly to the VP, Service Management, and access relevant change records and logs. The role is also a mandatory consultant on MSP contract and SOW language concerning change-process compliance, while contractual authority remains with the Director, Vendor & Service Excellence. The successful candidate will bring enterprise-scale ITSM/ITIL expertise, hands-on experience using AI and agentic AI to modernize ITSM, and the judgment to adapt standards to JLL’s risk profile and operating model. The role owns the Change Enablement policy and its ongoing improvement; audits adherence and drives corrective action; reports process health; aligns Change Enablement with related service management practices; and builds stakeholder understanding and adoption. The Process Owner will lead modernization through expansion of preapproved standard changes and integration of CI/CD pipelines with the ITSM system of record. In partnership with platform and automation leaders, the role will design AI-assisted and agentic workflows with appropriate risk-tiered guardrails, human review, auditability, and explainability. It will evaluate vendor capabilities and track outcomes such as change lead time, failure rate, automation levels, and incidents attributable to change. The position is on-site in Chicago, Illinois or San Francisco, California. The expected annual compensation range is $175,000–$225,000. Visa sponsorship is not provided; candidates must be authorized to work in the United States without sponsorship.

Requirements

At least 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.
Deep working knowledge of ITIL 4 practice guidance, particularly Change Enablement, Release Management, Problem Management, and Service Configuration Management.
Demonstrated ability to translate industry guidance into organizational policy rather than applying 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 systems from rules-based automation marketed as AI or agentic.
Experience holding managed service partners accountable to defined processes, including audit and escalation in a multi-vendor environment.
Demonstrated ability to apply ITIL, COBIT, and emerging AI governance frameworks pragmatically to business constraints.
Strong stakeholder management, facilitation, and executive communication skills.
Ability to operate 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 is required.
Must be authorized to work in the United States without visa sponsorship.

Nice To Haves

ITIL 4 Specialist: Create, Deliver & Support certification 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 policy, procedures, change definitions, and pre-approval criteria, aligned with ITIL 4 practice guidance.
Approve or reject changes to Change Enablement policy, standards, and approval criteria.
Enforce process compliance across in-house teams and MSP partners; 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.
Consult on MSP contract and SOW language relating to change-process compliance, in partnership with the Director, Vendor & Service Excellence.
Access change records, CAB minutes, and MSP change logs to verify compliance.
Conduct periodic process-adherence audits, maintain the non-compliance and exception register, and drive root-cause corrective action for repeated deviations.
Report 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 the process and modernization roadmap.
Communicate process health, compliance, and modernization progress to leadership, stakeholders, and business partners.
Ensure training is developed and maintained for service management end users on process changes, the standard-change catalog, and AI-assisted workflows.
Explain how Change Enablement enables faster and safer application delivery.
Expand the standard-change catalog by converting well-understood, low-risk, high-volume normal changes into preapproved standard changes.
Champion CI/CD pipeline integration with the ITSM system of record so code-based application changes are governed without slowing sprint velocity.
Partner with the Director, ITSM Platform & Automation and Intelligent Automation Lead to design and deploy AI- and agentic-AI-enabled change workflows with appropriate guardrails, thresholds, and human-in-the-loop controls.
Critically assess ITSM platform and vendor claims about agentic capabilities and establish standards for automation requiring or not requiring human review.
Own audit-trail and explainability requirements for automated and AI-assisted change decisions.
Track and report change lead time, change failure rate, standard or automated change percentages, 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 trade-offs between change velocity and control to senior IT and business stakeholders.
Own the continual service improvement backlog for the Change Enablement process and use compliance, audit, and KPI data to prioritize improvements.
Address cultural and adoption considerations so delivery teams experience automation and AI as augmenting the process rather than adding bureaucracy or replacing their judgment.

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 focused on mental, physical, and emotional well-being

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