Change Management Process Owner

Jones Lang LaSalle Incorporated; Illinois; Sur place; USD 175 000 - 225 000; Plein temps

Avantages offerts par ce poste

401(k) match

Medical insurance

Dental & Vision

Paid parental leave

Paid time off

Daily Pay

Résumé du poste

Jones Lang LaSalle Incorporated is seeking a Director-level Change Enablement Process Owner to transform Change Enablement into a modern, service-oriented practice across a Fortune 200 organization. You will govern policy, design processes, and ensure enterprise-wide compliance with ITIL 4 guidance and AI-enabled workflows.

The role requires extensive ITSM leadership, multi-vendor oversight, and ability to translate standards into practical actions that balance velocity with risk.

Qualifications

• 10+ years ITSM experience in a large enterprise.
• Deep ITIL 4 knowledge with policy governance focus.
• Proven AI-enabled change modernization experience.

Responsabilités

• Own enterprise Change Enablement policy, standards, and definitions.
• Ensure compliance across in-house and MSP partners.
• Audit-adherence and root-cause action for deviations.
• Govern cross-process alignment with Release, Problem, and CMDB.
• Lead AI-assisted change workflows with guardrails.

Connaissances

ITSM governance

ITIL 4

AI in ITSM

Stakeholder mgmt

Executive communication

Change Enablement

Multi-vendor mgmt

Policy development

Audit & compliance

Risk management

Formation

ITIL 4 Foundation

ITIL 4 Specialist/Create/Deliver & Support

ServiceNow Certified Administrator (CSA)

Outils

ServiceNow

CMDB

Description du poste

Change Management Process Owner### Change Management Process OwnerApply: On-site: Chicago, IL: San Francisco, CA: Full time: Posted Yesterday: REQ538937**JLL empowers you to shape a brighter way**.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.# **Change Management Process Owner**# **Purpose of the Role**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 — 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 JLL's 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. ## **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 set JLL's 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 JLL's 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 senior 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 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 — 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.This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship. **Expected compensation for this position:** 175,000.00 – 225,000.00 USD per year *Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.* **Location:**On-site –Chicago, IL, San Francisco, CA If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!**Personalized benefits that support personal well-being and growth:** JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits include:* 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 At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.***JLL Privacy Notice***Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.**California Residents only**If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Accepting applications on an ongoing basis until candidate identified.