Sr Manager Change Enablement

Here’s why you will love it here:

• Recognition Programs and Rewards
• Excellent health care options, including medical, dental, and vision
• A people-first culture
• Go Hilton: Travel Discounts Program Hilton hotel rates worldwide.
• Perks at work: Employee Pricing platform
• Employee Assistance Program that supports your physical and mental well-being.
• Paid Vacation Time and Paid Sick Days
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• And more!

 

What Will I be Doing?

This role will contribute across the ITSM landscape but will be primarily focused on enabling devops process design, build, and run.

 

The Senior Manager of Change Enablement is responsible for designing, building, and operating a scalable, reliable, and business-aligned release management and change enablement capability across a global resort hospitality enterprise. This role ensures technology changes are delivered safely, predictably, and with minimal disruption to guest experience, resort operations, and revenue-critical systems.

Operating at the intersection of ITSM, DevOps, and CI/CD, this leader will design, build, and govern modern release processes integrated with automated delivery pipelines, leveraging ServiceNow as the system of record. The role requires deep experience balancing speed and agility with operational stability in a 24x7 hospitality environment.

Change Enablement & Release Strategy

• Define and own the enterprise change enablement and release management strategy aligned to business priorities, guest experience, and operational excellence
• Design and evolve end-to-end release processes supporting cloud, on-prem, SaaS, and vendor-managed solutions
• Balance risk management with speed-to-market, enabling both major program releases and frequent incremental deployments

Design, Build, Run Ownership

• Design: Establish standardized frameworks, policies, and governance for change and release management across global IT and digital teams
• Build: Implement tooling, workflows, and automation (e.g., ServiceNow, Azure DevOps, Jira, CI/CD pipelines) to support scalable release operations
• Run: Operate and continuously improve day-to-day release execution, change scheduling, and production readiness activities

Operational Excellence

• Lead enterprise release calendars, blackout windows, and peak-season change controls (e.g., holidays, high-occupancy periods)
• Ensure robust risk assessment, dependency management, rollback planning, and production validation
• Partner with Incident, Problem, and Service Operations teams to reduce change-related incidents and improve stability

Stakeholder & Business Partnership

• Act as a trusted partner to resort operations, digital product leaders, cybersecurity, infrastructure, and application teams
• Translate technical change impacts into clear business and operational language for executive and operational stakeholders
• Facilitate cross-functional release readiness reviews and go/no-go decisions

Leadership & Enablement

• Lead and develop a high-performing change and release management team
• Coach teams on modern change practices, DevOps-aligned release models, and continuous improvement
• Drive adoption of metrics and insights to inform decision-making and maturity progression

Metrics, Risk & Continuous Improvement

• Define and report KPIs such as change success rate, deployment frequency, mean time to recover (MTTR), and change-related incidents
• Use data to identify bottlenecks, reduce friction, and continuously optimize release performance
• Ensure compliance with internal controls, audit requirements, and regulatory expectations where applicable

CI/CD Integration & Automation (ServiceNow-Centric)

• Lead the integration of Release Management into automated CI/CD pipelines, using ServiceNow as the authoritative system of record
• Partner with DevOps, Platform, and Engineering teams to:
  • Automate release creation, approvals, and status updates
  • Integrate ServiceNow with tools such as Azure DevOps, GitHub, GitLab, or Jenkins
  • Enable data-driven change risk scoring and policy-based approvals
• Ensure releases flowing through CI/CD pipelines comply with ITSM governance without slowing delivery
• Define standards for release metadata, traceability, and auditability across automated pipelines

What Success Looks Like

• Predictable, high-quality releases with minimal guest or operational impact
• Seamless integration of ITSM governance into automated CI/CD pipelines
• Improved release velocity without sacrificing stability
• Strong executive confidence in release decision-making
• A mature, scalable, and hospitality-aware Release Management capability

To fulfill this role successfully, you must possess the following minimum qualifications and experience: