IT Change Management Lead

Job Description

At K&L Gates, we are looking for smart, imaginative and hard-working people with diverse backgrounds, experiences and ideas to join us. Perhaps our search for talented visionaries and your search for important and impactful work lead to the same place.

We are seeking a Lead, IT Change Management to join K&L Gates LLP. The Lead, IT Change Management is accountable for the IT Change Enablement practice at K&L Gates LLP, ensuring that technology changes are assessed, approved, scheduled, implemented, and reviewed in a manner that protects client service, legal deadlines, confidentiality obligations, and global operational stability. The role is aligned to ITIL 4 Change Enablement and explicitly aligned to Service Now ITSM as the system of record.

Candidates must be self-starters who possess the ability to work independently and as part of a team. Excellent communication skills and a commitment to providing the highest quality client service are strongly preferred.

• Director, Global Support Services / ITSM Leadership
• Incident / Problem Manager
• Global Service Desk and Deskside Support teams
• Application, Infrastructure, Network, Cloud, Identity, and EUC teams
• Information Security, Privacy, and Risk stakeholders
• Vendors and Managed Service Providers
• Firm leadership and business stakeholders

• Own and continuously improve the ITIL 4 Change Enablement practice for K&L Gates
• Govern Standard, Normal, and Emergency changes using risk-based approval thresholds
• Facilitate Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings and document approval decisions
• Own the enterprise change calendar and manage scheduling conflicts and blackout periods
• Ensure changes include validated risk, test, implementation, rollback, and communication plans
• Oversee execution quality for high‑risk changes and coordinate failed‑change response
• Govern Post‑Implementation Reviews (PIRs) and drive corrective actions
• Ensure audit‑ready change documentation and Service Now data quality
• Drive continuous improvement using trend‑based metrics and analysis

• 5+ years of experience in IT Service Management, Operations, or Change Management
• Demonstrated ownership of enterprise change governance in complex environments
• ITIL 4 Foundation certification required (advanced certifications preferred)
• Hands‑on experience with Service Now ITSM Change Enablement workflows
• Strong risk‑based decision‑making and executive communication skills
• Ability to balance governance, speed, and business enablement in a law firm environment

Compensation Salary $97,300 - $146,000 / year

The compensation salary for this position will be determined during the interview process and will vary based on multiple factors, including but not limited to prior experience, relevant expertise, current business needs, and market factors.