Lead IT Change Manager

Design & own the change management model

• Design a lightweight, ITIL 4-aligned change enablement model for a fast-growing company, including standard, normal, and emergency change categories; risk-based approval paths; delegated authority for low-risk/standard changes.
• Define roles, responsibilities, and RACI for requesting, reviewing, approving, and closing changes across Engineering, IT, and Security.
• Build the roadmap for evolving the process: advisory and opt-in in year one, progressively more structured and eventually mandatory as the organization matures toward ITIL and SOC 2 standards.

Lead through influence, not authority

• Act as an internal consultant/advisor to engineering and IT teams, explaining the “why” behind change management, tailoring the pitch to each team, and winning voluntary adoption.
• Partner with engineering leaders to pilot the process on select teams, gather feedback, and iterate quickly.
• Build the case (with data) for broader adoption and present it to leadership.

Build and automate the tooling

• Select and configure tooling (e.g., Jira/Jira Service Management, Monday.com) to capture change requests, approvals, risk assessments, and records.
• Design and build automated workflows for routing, notifications, approval gates, status transitions, and escalations.
• Stand up AI-assisted agents/automations for generating structured, auditable change logs.
• Build a change calendar, freeze-window management, and conflict detection.

Govern, measure, and report

• Define and track KPIs: change success rate, failed/rolled-back change rate, emergency change percentage, cycle time, and audit findings.
• Run lightweight change advisory reviews for higher-risk changes.
• Partner with Security, Compliance, and Internal Audit to satisfy SOX ITGC expectations.
• Continuously refine the process based on retrospectives, audit feedback, and input.

Requirements

• 7+ years in IT service management, IT change management, or closely related discipline, ideally building a change process from scratch (0-to-1) at a scaling company.
• Working knowledge of ITIL 4 change enablement principles (standard/normal/emergency changes, risk-based approval, delegated authority); ITIL 4 Foundation certification preferred.
• Hands-on experience configuring and administering Jira (Jira Service Management), Monday.com, or comparable ITSM platforms, including building automation rules and workflows.
• Comfort with low-code/no-code automation (Jira Automation, Workato, Zapier); experience applying AI tools or agents to generate documentation is a strong plus.
• Familiarity with SOX IT general controls (ITGC), audit evidence requirements, or experience preparing for SOC 2 audit.
• Demonstrated ability to drive adoption through influence and relationship-building.
• Strong written and verbal communication skills.
• Experience in a high-growth technology company transitioning from startup to enterprise-grade rigor.

Nice to Have

• Background in DevOps/SRE practices and CI/CD pipelines.
• Experience with GRC or audit-management tooling (e.g., Vanta, Drata, ServiceNow GRC).
• Prior experience building IT controls for IPO or SOC 2 Type II audit.
• Healthcare, fintech, or regulated-industry experience.