Senior ITSM Change Manager

Job Description

Our client's Infrastructure Operations function is rebuilding its service management foundation and we are seeking a Senior ITSM Change Manager to own the ITSM practices that govern how we manage change, respond to major incidents, and continuously improve how we operate. This is a process leadership role. You will build the operating disciplines that IO runs on with real metrics, real accountability, and a clear mandate to evolve our processes.

Top Skills

• 8+ years in IT service management with direct ownership of ITSM practice design, process governance, or a Change Management function in an enterprise environment.
  • Their environment is very immature here. Someone who has previous experience unifying a change management processes across an org is ideal.
  • One of the first priorities will be unifying the existing, distributed Change Advisory Boards (CABs) from infrastructure and applications into a single, more mature process
• Deep fluency in ITIL 4 across Change Enablement, Incident Management, and Problem Management with a track record of translating practice knowledge into operating behaviors.
  • experience in low-maturity environments, capable of teaching and guiding, flexible, and not overly bureaucratic, with a strong understanding of ITIL change enablement
• Personality, communication, ability to build relationships through change is super important. This a smart, caring, agile group who wants someone that is comfortable as a hands-on practitioner in addition to being a credible advisor to Senior leadership. Intellectually curious.

Key Responsibilities

• Change Enablement (Primary)
  • Own the end-to-end change lifecycle: intake, risk classification, CAB governance, scheduling, deployment coordination, and post-implementation review.
  • Rebuild the Change Advisory Board with defined membership, decision rights, and a standing governance cadence that adds value rather than adding friction.
  • Design and configure change workflows in Jira Service Management across standard, normal, and emergency paths with clean automation, field hygiene, and Jira Operations integration for high-risk windows.
  • Own and publish the change performance dashboard: change failure rate, lead time for changes, emergency change ratio, change-induced incident rate, and PIR completion.
  • Drive down emergency change volume through root cause analysis and structural remediation treating emergency changes as a symptom, not a steady state.
• Major Incident Management (Secondary)
  • Lead the overhaul of the Major Incident process: declaration criteria, severity classification, role assignments, bridge protocols, escalation paths, and closure standards.
  • Build and enforce a stakeholder communication model - internal escalation, tool discipline, executive update cadence, and consistent intervals that eliminate silence during outages.
  • Establish post-incident review discipline: completed PIRs with root cause analysis, contributing factors, timelines, and tracked action plans that flow into the improvement backlog.
  • Maintain closed-loop correlation between change records and Major Incident records so that change-induced failures are visible, documented, and measured.
• ITSM Process Leadership
  • Serve as the organization's Senior ITSM subject matter expert across IO, providing guidance on process design, workflow standards, and practice governance.
  • Shape the JSM configuration roadmap workflows, automation, reporting, and integrations to reflect sound practice rather than tool-shaped workarounds.
  • Drive toward a common ITSM operating model by reducing tribal variation and building shared standards across departments.
  • Actively participate in the organization's evolution toward USM, leading the transition of Change Enablement and Major Incident Management into USM-aligned practices over time.

Qualifications

• 8+ years in IT service management with direct ownership of ITSM practice design, process governance, or a Change Management function in an enterprise environment.
• Deep fluency in ITIL 4 across Change Enablement, Incident Management, and Problem Management with a track record of translating practice knowledge into operating behaviors. Ok with COBIT
• Hands-on Jira Service Management experience: workflow configuration, automation rules, request type design, and reporting
• Direct experience with Major Incident Management: process design, role definition, war room facilitation, stakeholder communication, and PIR governance. - not as necessary.
• Strong metrics discipline: you define what matters, validate data integrity, and publish dashboards leadership trusts.
• Familiarity with DORA metrics (change failure rate, deployment frequency, lead time, MTTR) as an active management instrument
• ITIL 4 Managing Professional or equivalent practitioner certification is valued, not required.

Job Type & Location

This is a Contract position based out of Arlington, VA.

Pay and Benefits

The pay range for this position is $55.00 - $85.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Arlington,VA.

Application Deadline

This position is anticipated to close on Apr 14, 2026.