This role will contribute across the ITSM landscape but will be primarily focused on enabling devops process design, build, and run.
The Senior Manager of Change Enablement is responsible for designing, building, and operating a scalable, reliable, and business-aligned release management and change enablement capability across a global resort hospitality enterprise. This role ensures technology changes are delivered safely, predictably, and with minimal disruption to guest experience, resort operations, and revenue-critical systems.
Operating at the intersection of ITSM, DevOps, and CI/CD, this leader will design, build, and govern modern release processes integrated with automated delivery pipelines, leveraging ServiceNow as the system of record. The role requires deep experience balancing speed and agility with operational stability in a 24×7 hospitality environment.
Change Enablement & Release Strategy
- Define and own the enterprise change enablement and release management strategy aligned to business priorities, guest experience, and operational excellence
- Design and evolve end-to-end release processes supporting cloud, on-prem, SaaS, and vendor-managed solutions
- Balance risk management with speed-to-market, enabling both major program releases and frequent incremental deployments
Design, Build, Run Ownership
- Design: Establish standardized frameworks, policies, and governance for change and release management across global IT and digital teams
- Build: Implement tooling, workflows, and automation (e.g., ServiceNow, Azure DevOps, Jira, CI/CD pipelines) to support scalable release operations
- Run: Operate and continuously improve day-to-day release execution, change scheduling, and production readiness activities
Operational Excellence
- Lead enterprise release calendars, blackout windows, and peak-season change controls (e.g., holidays, high-occupancy periods)
- Ensure robust risk assessment, dependency management, rollback planning, and production validation
- Partner with Incident, Problem, and Service Operations teams to reduce change-related incidents and improve stability
Stakeholder & Business Partnership
- Act as a trusted partner to resort operations, digital product leaders, cybersecurity, infrastructure, and application teams
- Translate technical change impacts into clear business and operational language for executive and operational stakeholders
- Facilitate cross-functional release readiness reviews and go/no-go decisions
Leadership & Enablement
- Lead and develop a high-performing change and release management team
- Coach teams on modern change practices, DevOps-aligned release models, and continuous improvement
- Drive adoption of metrics and insights to inform decision-making and maturity progression
Metrics, Risk & Continuous Improvement
- Define and report KPIs such as change success rate, deployment frequency, mean time to recover (MTTR), and change-related incidents
- Use data to identify bottlenecks, reduce friction, and continuously optimize release performance
- Ensure compliance with internal controls, audit requirements, and regulatory expectations where applicable
CI/CD Integration & Automation (ServiceNow-Centric)
- Lead the integration of Release Management into automated CI/CD pipelines, using ServiceNow as the authoritative system of record
- Partner with DevOps, Platform, and Engineering teams to:
- Automate release creation, approvals, and status updates
- Integrate ServiceNow with tools such as Azure DevOps, GitHub, GitLab, or Jenkins
- Enable data-driven change risk scoring and policy-based approvals
- Ensure releases flowing through CI/CD pipelines comply with ITSM governance without slowing delivery
- Define standards for release metadata, traceability, and auditability across automated pipelines
What Success Looks Like
- Predictable, high-quality releases with minimal guest or operational impact
- Seamless integration of ITSM governance into automated CI/CD pipelines
- Improved release velocity without sacrificing stability
- Strong executive confidence in release decision-making
- A mature, scalable, and hospitality-aware Release Management capability
Compensation:
$130K to $140K.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
