ITSM Enablement and 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 Service Now, 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.

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