Enterprise Change Management Lead

Position Overview:

We are seeking an experienced Enterprise Change Management Lead for a 100% on-site contract in Austin, TX.

Responsibilities:

The selected candidate will own and govern the Enterprise Change Management process for a large enterprise IT organization, ensuring process adherence, execution, and continuous improvement. Responsibilities include overseeing Change Advisory Board (CAB) meetings, ensuring change implementation risks are understood and mitigated, validating ticket quality and approvals, managing emergency and expedited changes, and ensuring all changes comply with established ITIL processes and controls. This role will partner with internal teams and vendors to coordinate change activities, oversee reporting and KPI tracking, monitor implementation progress, facilitate post-implementation reviews, maintain change-related documentation quality, and ensure stakeholders are informed throughout the entire change lifecycle. The candidate will also support process improvements, training initiatives, and governance activities related to ServiceNow Change Management operations.

Worker will:

• Own the Enterprise Change Management process; defining goals and core requirements of the process while ensuring process adherence, execution, and continual improvements

• Partner with other process owners to coordinate and facilitate effective processes impacted by Change Management such as asset tracking tools and incident tickets

• Serve as oversight for Change Advisory Board (CAB) meetings

• Ensure Change implementation risks are understood and mitigated to improve successful implementation rates

• Escalate Changes negatively impacting service quality

• Ensure all Changes comply with established process controls

Key responsibilities:

• Ensure quality and completeness of change tickets

• Ensure Change implementation risks are properly evaluated prior to implementation

• Coordinate with stakeholders and vendors to facilitate approvals and communication throughout the change lifecycle

• Ensure RFCs are assigned appropriate priorities and scheduled accordingly

• Oversee CAB meeting agendas, notes, and communication to participants

• Track implementation progress and communicate status updates to stakeholders

• Ensure back-out plans are documented and reviewed to minimize service disruptions

• Ensure Configuration Items (CI) are linked appropriately to Changes

• Assist with arbitration and resolution of Change-related issues

• Oversee approval workflows and ensure proper approvers are included

• Review change documentation for quality, consistency, and effectiveness

• Ensure all impacted parties are informed throughout the Change lifecycle

• Take ownership of Emergency and Expedited Changes

• Participate in Post Implementation Reviews and manage follow-up actions

• Create and distribute daily, weekly, and ad-hoc reports

• Conduct Change Management-related training as needed

Minimum Qualifications:

• 8 years of experience with ServiceNow tools, processes, and reporting

• 8 years of experience acting in a Change Management capacity within an IT service delivery environment

• 8 years of experience managing competing priorities in high-pressure environments

• 8 years of experience driving Change Management process adherence and operational success

• 8 years of experience using KPIs and reporting to drive process improvements

• 8 years of experience working with Service Level methodologies in multi-provider environments with shared SLAs

• 8 years of extensive experience with IT Service Management and ITIL practices

Preferred Qualifications:

• 3 years of strong verbal and written communication experience

• 3 years of demonstrated analytical thinking experience

• 3 years of experience learning new environments, processes, and operational structures quickly

• 2 years of previous experience establishing credibility with delivery teams and stakeholders

• 4 years of previous experience with IT Service Management and ITIL practices

• 3 years acting in a Change Management capacity in an IT service delivery environment

• ITIL Foundations or ITIL Practitioner Certification preferred

What We Offer:

Sistema offers competitive pay and solid benefits, including medical, dental, and vision coverage. We keep things simple, focus on people, and prioritize long-term relationships with our clients and consultants.

📍 Location: Austin, TX – 100% On-Site

⚠️ Only local Austin-area candidates will be considered. No relocation or remote options available.

Apply now if you’re a clear communicator, problem solver, and ready to work on-site in Austin, TX!