ITSM Change Enablement & Adoption Lead

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.\n \n \n

• Lead the adoption and continuous evolution of Change Management capabilities, driving standardization, automation, AI-enabled governance, and organizational change across technology organizations.\n
• 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.\n
• 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.\n
• Develop and execute enablement strategies, including communications, documentation, training, coaching, and stakeholder engagement plans that drive adoption of new processes, tools, and governance capabilities.\n
• Establish and monitor key adoption, maturity, and performance metrics through dashboards and reporting to measure effectiveness, identify improvement opportunities, and guide decision-making.\n
• 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.\n
• 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.\n
• 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.\n
• Support ServiceNow enhancements and governance-related platform changes through requirements validation, user acceptance testing, implementation readiness activities, and post-deployment adoption support.\n
• Maintain clear tracking, documentation, and status visibility across assigned governance work to support auditability, process compliance, and leadership awareness\n
• Participate in an on-call rotation and support incident and change-related escalations, ensuring timely coordination, communication, risk assessment, and operational follow-through.\n
• 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.\n

• Is at least 18 years of age and has authorization to work in the United States.\n
• Possesses a high school diploma, GED, or high school equivalency.\n
• Embraces diverse people, thinking, and styles.\n
• Consistently prioritizes safety and security of self, others, and personal data.\n
• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field, or equivalent work experience\n
• Demonstrated experience reviewing, governing, or coordinating production technology changes in a large, complex, highly available operating environment\n
• Strong attention to detail and operational discipline\n
• Experience working in ServiceNow, including Change Management records, reporting, dashboards, list views, workflow execution, and data quality expectations\n
• Strong written and verbal communication skills, including the ability to summarize risks, decisions, actions, and status updates for technical teams and leadership\n
• Ability to work effectively with all levels of leadership and influence outcomes without always having direct authority\n
• 5+ years of experience in IT operations, ITSM, Change Management, or a related technology governance function\n
• Experience facilitating CAB, change review meetings, operational readiness reviews, or comparable governance forums\n
• Experience making risk-based recommendations and coordinating decisions across technical teams, service owners, and leadership stakeholders\n
• Advance knowledge of Microsoft Office Suite; comfort learning new digital tools and platforms\n
• Ability to coordinate recurring governance volume with consistency, accuracy, and urgency\n
• Ability to work across teams and maintain alignment on governance expectations and next steps\n
• Understanding of Change Management governance concepts, including standard, normal, emergency, and expedited change practices; risk assessment; approval readiness; and escalation management\n
• Experience applying AI-enabled capabilities, automation, and analytics to enhance Change Management, risk assessment, governance workflows, operational decision-making, and continuous improvement initiatives.\n
• Strong analytical and problem-solving skills with the ability to identify trends, assess risk, develop recommendations, and drive informed decisions.\n
• Demonstrated ability to operate independently, exercise sound judgment, and lead initiatives from concept through implementation with minimal direction.\n
• Proven ability to influence outcomes, build alignment, and drive adoption across technical teams, product owners, and leadership stakeholders without direct authority.\n
• Ability to manage multiple priorities in a fast-paced environment while maintaining operational excellence, attention to detail, and stakeholder confidence.\n
• Experience developing and delivering training, communications, enablement, or adoption strategies for process or technology changes.\n, * Prior experience working in ITSM Change, Problem or Incident Management\n
• ITIL 4 Foundations Certification\n
• Advanced knowledge of the ITSM Change Management RFC lifecycle, including risk assessment, approvals, CAB readiness, emergency changes, and post-implementation review practices\n
• Advanced Business Analyst skills, including requirements gathering, Agile delivery support, project coordination, user acceptance testing, and process documentation\n
• Experience designing and implementing AI-driven solutions that improve governance, automate workflows, and enhance operational decision-making.\n