Director, Change and Release Management Operations

IT Director - 86IM2E
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Role Summary

The Director, IT Change & Release Management provides enterprise leadership over the end-to-end change and release lifecycle, ensuring technology changes are delivered safely, predictably, and in compliance with regulatory and audit requirements. This role establishes governance, chairs Change Advisory Boards (CAB), and drives continuous improvement through automation, DevOps alignment, and industry best practices. The Director will build and lead a Change & Release Center of Excellence that protects production stability while enabling speed and innovation.

• Define and enforce enterprise change and release management policies, standards, and controls aligned to ITIL, ISO 20000, SOC 2, and regulatory expectations.
• Establish and mature a Change & Release Management Center of Excellence (CoE).
• Provide executive-level oversight and report on change risk, release readiness, and operational stability.

• Chair and govern Change Advisory Boards (CAB), ensuring appropriate risk assessment, prioritization, approval, and documentation of all technology changes.
• Ensure all changes include impact analysis, testing validation, rollback planning, and audit-ready documentation.
• Partner with Risk, Compliance, and Audit teams to support internal and external reviews.

• Oversee planning, scheduling, and coordination of releases across development, QA, and production environments.
• Manage release calendars, dependencies, and cross-portfolio conflicts to minimize business disruption.
• Ensure release execution adheres to enterprise standards and service availability targets.

• Identify, assess, and proactively mitigate risks related to change scope, timing, dependencies, and implementation quality.
• Communicate change and release risks clearly to technology and business stakeholders.

• Drive automation of change and release workflows using ITSM platforms (e.g., ServiceNow) and CI/CD toolchains.
• Leverage AIOps and agentic AI capabilities to reduce manual effort, improve decision quality, and lower operational risk.
• Support continuous delivery and DevOps maturity while maintaining appropriate governance controls.

• Lead and develop a global team supporting change and release operations in a follow-the-sun model.
• Act as a key liaison across Engineering, QA, Operations, and Business partners.
• Influence senior leaders through clear communication, data-driven insights, and operational discipline.

• Bachelor's degree in Computer Science, Information Systems, or a related field.
• 10+ years of IT Service Management leadership experience with deep expertise in Change and Release Management.
• 10+ years of experience with ITSM platforms (e.g., ServiceNow, Jira) and CI/CD pipelines.
• Proven experience implementing ITIL-aligned change and release practices in large, complex enterprises.