ITSM Change Enablement and Adoption Lead

Delta Air Lines, Inc.; Atlanta (GA); On-site; USD 110,000 - 160,000; Full time

Job summary

Delta Air Lines, Inc. is seeking an ITSM Change Enablement & Adoption Lead to drive governance maturity and automation across technology teams.

You will own RFC/PIR reviews, CAB operations, risk management, and adoption strategies while partnering with ServiceNow product owners and platform engineering to accelerate decision-making. Expect high visibility, cross-functional collaboration, and enterprise-wide impact.

Qualifications

• Experience reviewing, governing, or coordinating production technology changes in a large, complex environment.
• Bachelor’s degree in Computer Science, IT, Business, or related field, or equivalent work experience.
• Experience in IT operations, ITSM, Change Management, or governance function for 5+ years.
• Familiarity with Change Management governance concepts and risk assessment.
• Experience applying AI-enabled capabilities, automation, and analytics to governance processes.
• Strong written and verbal communication to summarize risks, decisions, actions, and status for leadership.

Responsibilities

• Lead adoption and evolution of Change Management, automation-first governance, and AI-enabled capabilities.
• Define and improve standard change patterns, governance frameworks, and risk scoring models.
• Collaborate with ServiceNow Product Owners and tech leaders to implement automation that simplifies governance.
• Develop enablement strategies: communications, documentation, training, and stakeholder engagement.
• Establish dashboards and reporting to measure adoption, maturity, and performance.
• Evaluate RFCs and PIRs for governance readiness and risk, guiding review paths and escalation.
• Serve as escalation point during CAB reviews and high-risk events with risk-based recommendations.
• Analyze trends to identify gaps and opportunities for process improvement and automation.
• Support ServiceNow enhancements, validation, and post-deployment adoption activities.

Skills

ServiceNow

Change Management

IT Operations

Risk Assessment

Stakeholder Influence

AI-enabled governance

Education

Bachelor's degree

Tools

ServiceNow

Microsoft Office

Job description

How you'll help us Keep Climbing (overview & key responsibilities)

At Delta, weconnect people and cultures, power extraordinary experiences,and shape the future of travel. Here, you'll work on complex challenges ona global scale, using augmented intelligence to build emergingtechnologies, amplify human potential and continuously grow the skills thatkeep you at the forefront of what's next.

As an ITSM Change Enablement & Adoption Lead, you will serve as a key leader in Delta's ITSM Change Management organization, responsible for both sustaining high-quality governance operations and advancing the future-state vision of Change Management. This role drives the effective execution of RFC reviews, PIR processing, CAB operations, risk management, reporting, and escalations while leading enterprise-wide adoption of standardized, scalable, and automation-first practices. Leveraging ServiceNow, AI-enabled capabilities, data analytics, and continuous improvement methodologies, you will identify opportunities to simplify and automate processes, improve decision-making, increase governance efficiency, and strengthen operational resiliency. Operating with a high degree of autonomy, the position proactively identifies improvement opportunities, develops solutions, and drives initiatives from concept through implementation while influencing stakeholders across all levels of the organization to embrace modern Change Management approaches that reduce risk, improve change outcomes, accelerate automation adoption, and advance Delta's overall Change Management maturity.

• Lead the adoption and continuous evolution of Change Management capabilities, driving standardization, automation, AI-enabled governance, and organizational change across technology organizations.

• Define, implement, and continuously improve standard change patterns, governance frameworks, confidence scoring models, and reusable processes that improve change success rates and reduce operational risk.

• Partner with ServiceNow Product Owners, Platform Engineering, and technology leaders to identify, prioritize, and implement automation and AI-driven capabilities that simplify governance, accelerate approvals, and improve decision-making.

• Develop and execute enablement strategies, including communications, documentation, training, coaching, and stakeholder engagement plans that drive adoption of new processes, tools, and governance capabilities.

• Establish and monitor key adoption, maturity, and performance metrics through dashboards and reporting to measure effectiveness, identify improvement opportunities, and guide decision-making.

• Evaluate RFCs and PIRs for governance readiness, risk, compliance, and approval requirements; determine appropriate review paths, CAB involvement, exception handling, corrective actions, and escalations to ensure adherence to Change Management policies and risk tolerance.

• Serve as a Change Management escalation point during CAB reviews, incidents, and high-risk operational events by providing risk-based recommendations, enforcing follow-up actions, and escalating governance concerns when appropriate.

• Analyze operational, adoption, and performance trends to identify process gaps, resistance points, and opportunities to improve governance effectiveness, automation utilization, production stability, and organizational maturity.

• Support ServiceNow enhancements and governance-related platform changes through requirements validation, user acceptance testing, implementation readiness activities, and post-deployment adoption support.

• Maintain clear tracking, documentation, and status visibility across assigned governance work to support auditability, process compliance, and leadership awareness

• Participate in an on-call rotation and support incident and change-related escalations, ensuring timely coordination, communication, risk assessment, and operational follow-through.

• Operate with a high degree of autonomy, proactively identifying improvement opportunities, developing solutions, and driving initiatives from concept through implementation while influencing stakeholders across all levels of the organization.

What you need to succeed (minimum qualifications)

• Is at least 18 years of age and has authorization to work in the United States.

• Possesses a high school diploma, GED, or high school equivalency.

• Embraces diverse people, thinking, and styles.

• Consistently prioritizes safety and security of self, others, and personal data.

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field, or equivalent work experience

• Demonstrated experience reviewing, governing, or coordinating production technology changes in a large, complex, highly available operating environment

• Strong attention to detail and operational discipline

• Experience working in ServiceNow, including Change Management records, reporting, dashboards, list views, workflow execution, and data quality expectations

• Strong written and verbal communication skills, including the ability to summarize risks, decisions, actions, and status updates for technical teams and leadership

• Ability to work effectively with all levels of leadership and influence outcomes without always having direct authority

• 5+ years of experience in IT operations, ITSM, Change Management, or a related technology governance function

• Experience facilitating CAB, change review meetings, operational readiness reviews, or comparable governance forums

• Experience making risk-based recommendations and coordinating decisions across technical teams, service owners, and leadership stakeholders

• Advance knowledge of Microsoft Office Suite; comfort learning new digital tools and platforms

• Ability to coordinate recurring governance volume with consistency, accuracy, and urgency

• Ability to work across teams and maintain alignment on governance expectations and next steps

• Understanding of Change Management governance concepts, including standard, normal, emergency, and expedited change practices; risk assessment; approval readiness; and escalation management

• Experience applying AI-enabled capabilities, automation, and analytics to enhance Change Management, risk assessment, governance workflows, operational decision-making, and continuous improvement initiatives.

• Strong analytical and problem-solving skills with the ability to identify trends, assess risk, develop recommendations, and drive informed decisions.

• Demonstrated ability to operate independently, exercise sound judgment, and lead initiatives from concept through implementation with minimal direction.

• Proven ability to influence outcomes, build alignment, and drive adoption across technical teams, product owners, and leadership stakeholders without direct authority.

• Ability to manage multiple priorities in a fast-paced environment while maintaining operational excellence, attention to detail, and stakeholder confidence.

• Experience developing and delivering training, communications, enablement, or adoption strategies for process or technology changes.

What will give you a competitive edge (preferred qualifications)

• Prior experience working in ITSM Change, Problem or Incident Management

• ITIL 4 Foundations Certification

• Advanced knowledge of the ITSM Change Management RFC lifecycle