ITSM Change & Release Manager - Practice Owner

Overview

The Opportunity:

The ITSM Change & Release Manager - Practice Owner works in the office to be the strategic leader and guardian of our change and release management practices. You'll own the frameworks, policies, and processes that ensure every change-whether a small configuration tweak or a major system upgrade-is delivered safely, on time, and with minimal disruption. Your work will directly influence service stability, business continuity, and the speed at which we can innovate. You will report to the Team Leader.

The Day-to-Day:

• Define, maintain, and continuously improve the ITSM Change and Release Management frameworks, policies, and KPIs.
• Ensure all changes follow established governance, risk, and compliance requirements, including audit readiness.
• Chair and facilitate CAB meetings, ensuring effective decision-making and stakeholder alignment.
• Oversee release calendars, coordinate cross-team dependencies, and manage release readiness reviews.
• Establish and enforce best practices for assessing change risk, business impact, and rollback strategies.
• Partner with ITSM tool administrators to improve workflows, dashboards, and reporting for change and release processes.
• Define and track KPIs such as change success rate, release frequency, and mean time to restore (MTTR) after failed changes.
• Be the primary contact for change and release management across IT, departments, and vendors.
• Identify bottlenecks, analyze trends, and implement process enhancements to increase agility without sacrificing stability.

• 3+ years of experience in IT Service Management with a focus on Change and Release Management.
• Strong knowledge of ITIL v4 (or v3) principles, with ITIL certification preferred.
• Experience overseeing and maturing ITSM practices in a complex, multi-platform environment.
• Experience leading CABs and managing enterprise-scale release cycles.
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Excellent communication, facilitation, and stakeholder management skills.
• A data-driven mindset with the ability to translate metrics into actionable improvements.
• Experience with risk management, compliance, and audit requirements in IT operations.

• 100% paid medical, dental and vision premiums for you and your qualifying dependents
• A 50% 401(k) match, up to the IRS maximum
• 20 days of PTO, plus 10 paid holidays
• Family Support programs including 8 week Paid Primary Caregiver Leave, $10,000 fertility, family forming, and hormonal health assistance, and back-up child, adult, and elder care
• This is an in-office role. Based on your role, tenure, and performance eligibility you may have the opportunity to participate in our hybrid work from home program. This program is subject to change.