The successful candidate brings three things together: deep ITSM/ITIL expertise at enterprise scale, a proven, hands-on track record of using AI and agentic AI to modernize an ITSM function, and the critical thinking to adapt industry frameworks and standards to JLL's specific risk profile and ways of working — rather than applying them by rote.
Key Responsibilities
Authority & Decision Rights
The role carries the authority needed to enforce the process it owns, scoped as follows:
Policy authority — approve or reject changes to the Change Enablement policy, standards, and approval criteria.
Compliance enforcement — flag, and require correction of, any change executed outside the defined process — in-house or by an MSP partner.
Waiver approval — approve process exceptions and waivers, which are time-bound and logged in the exception register.
Escalation — direct escalation path to the VP, Service Management for unresolved or repeated non-compliance, including by MSP partners, without requiring an intermediary.
Contract input — mandatory consultation on MSP contract and SOW language relating to change-process compliance, in partnership with the Director, Vendor & Service Excellence, who retains contractual authority.
Audit access — standing access to change records, CAB minutes, and MSP change logs needed to verify compliance.
Process Governance & Enterprise-wide Compliance
Policy ownership — own and continuously evolve the enterprise Change Enablement policy, procedure, and standard/normal/emergency change definitions and pre-approval criteria, aligned to ITIL 4 practice guidance.
Compliance across the estate — hold in-house teams and every MSP partner accountable to the same process, with no exceptions outside a defined, time-bound waiver path that you approve and log.
Auditing — run periodic process-adherence audits, maintain the non-compliance/exception register, and drive root-cause corrective action for repeated deviations.
Governance reporting — report process health — compliance rate, exception volume, and trend — to the VP, Service Management and the ESM Steering Committee.
Cross-process integration — align Change Enablement with Problem Management, Release Management, and CMDB/Configuration Management so risk and impact assessments stay accurate as the practice modernizes.
Stakeholder Engagement & Communication
Stakeholder alignment — build and maintain alignment across ESM towers, application/product delivery teams, and MSP partners for the Change Enablement process and its modernization roadmap.
Leadership communication — ensure regular, clear communication with stakeholders and leadership — the VP, Service Management, the ESM Steering Committee, and business stakeholders — on process health, compliance, and modernization progress.
End-user training — ensure the team develops and maintains training for service management end users so process changes, the standard-change catalog, and new AI-assisted workflows are understood and adopted correctly.
Value proposition — communicate the value proposition of Change Enablement to the business, articulating how the practice enables faster, safer application delivery rather than simply gating it.
AI-Enabled Change Modernization
Standard-change expansion — lead the conversion of well-understood, low-risk, high-volume normal changes into preapproved standard changes, and champion CI/CD pipeline integration with the ITSM system of record so code-based application changes are governed without slowing sprint velocity.
Agentic AI deployment — partner with the Director, ITSM Platform & Automation and the Intelligent Automation Lead to design and deploy AI- and agentic-AI-enabled change workflows — automated risk assessment, autoapproval of low-risk changes, and predictive change-success scoring — with guardrails, approval thresholds, and human-in-the-loop controls appropriate to each risk tier.
Vendor and capability evaluation — assess ITSM platform and vendor claims of “agentic” capability on their merits, distinguishing genuine goal-directed, reasoning-based automation from rules-based workflows marketed as agentic, and set JLL's standard for what will and won't be automated without human review.
Auditability — own the audit-trail and explainability requirements for automated or AI-assisted change decisions, so every autoapproval, escalation, or agent action is logged, reviewable, and defensible.
Outcome measurement — track and report change lead time, change failure rate, percentage of changes executed as standard/automated, and incidents attributable to change, to prove modernization is improving velocity without compromising stability.
Standards, Judgment & Continuous Improvement
Pragmatic standards application — apply ITIL 4 and related frameworks as guidance to be adapted to JLL's risk profile, culture, and multi-vendor delivery model — not a rulebook to apply unmodified.
Stakeholder judgment calls — make and defend pragmatic trade-offs between change velocity and control to senior IT and business stakeholders, particularly where application teams' agile/DevOps cadence puts pressure on traditional change governance.
Continual improvement — own the CSI backlog for the Change Enablement process itself — distinct from individual change outcomes — and use compliance, audit, and KPI data to prioritize it.
Adoption and culture — address the cultural dimension of modernization directly, ensuring delivery teams experience automation and AI as augmenting the change process rather than adding bureaucracy or replacing their judgment.
Required Experience & Certifications
Professional Experience & Skills
10+ years of progressive ITSM experience, including at least 4–5 years owning or leading a Change/Release Management or Change Enablement practice in a large, complex, matrixed enterprise at a comparable scale to JLL.
Deep working fluency in ITIL 4 practice guidance — particularly Change Enablement, Release Management, Problem Management, and Service Configuration Management — and demonstrated ability to translate that guidance into policy fit for a specific organization rather than applying it verbatim.
A proven, hands-on track record of using AI and agentic AI to modernize an ITSM function — for example, automated or risk-based change approval, intelligent incident triage/swarming, predictive analytics for change or incident outcomes, or deployment of agentic workflows with governance controls (guardrails, human-in-the-loop approval, audit logging).
Ability to evaluate AI and automation vendor claims critically, including distinguishing genuinely agentic (goal-directed, reasoning-based) systems from conventional rules-based automation marketed as “AI” or “agentic.”
Experience holding managed service partners accountable to a defined process, including audit and escalation in a multi-vendor delivery environment.
Demonstrated critical thinking in applying industry standards and frameworks (ITIL, COBIT, and emerging AI governance frameworks such as the NIST AI Risk Management Framework or ISO/IEC 42001) pragmatically to real business constraints, rather than defaulting to textbook process.
Strong stakeholder management, facilitation, and executive communication skills; comfortable operating as a governance/compliance authority without direct line control over the teams being audited.
Hands-on experience with a modern ITSM platform (e.g., ServiceNow), including change workflow configuration, CMDB-based risk/impact assessment, and platform reporting/analytics.
Ability to produce clear governance documentation, policy artifacts, and executive-level reporting.
Certifications
ITIL 4 Foundation — required.
ITIL 4 Specialist: Create, Deliver & Support, or ITIL 4 Managing Professional — strongly preferred.
ServiceNow Certified System Administrator (CSA), or Certified Implementation Specialist – ITSM — preferred.
Familiarity with AI governance/risk frameworks such as the NIST AI Risk Management Framework or ISO/IEC 42001 — preferred, given this role's accountability for governing AI-assisted change decisions.
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Expected compensation for this position
175,000.00 – 225,000.00 USD per year
Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
Location
On-site –Chicago, IL, San Francisco, CA
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits include:
401(k) plan with matching company contributions
Comprehensive Medical, Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
Early access to earned wages through Daily Pay
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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