ITIL IT Change Enablement Practice Lead

EVOCS OVERVIEW

EVOCS’s journey began with a mission to empower businesses with advisory expertise, empowered with idealtechnologies to provide them with comprehensive solutions to grow and prosper.

Founded by a team of passionate experts, EVOCS has grown into a trusted partner to a growing number of leaders across their respective industries. Our roots in employee-managed operations reflect our commitment to quality, consistency, and client success.

If you enjoy working in a hyper-fast-growing company, are eager to be part of an agile team, and want to be part of our success story, then let’s talk!

🎯 Role Overview

The ITIL Manager is responsible for the hands-on execution and management of the ITIL v4 maturity evaluation, reporting to the ITIL Director. This role serves as the primary subject matter expert, working with client process owners for IT Change Enablement, owning the end-to-end evaluation of how changes are registered, assessed, authorized, planned, and controlled for implementation.

🧩 What you will do

In this role, you will:

• Lead the ITIL v4 capability assessment for IT Change Enablement, including current-state evaluation, gap analysis, and maturity scoring aligned to the engagement methodology.
• Lead interviews, workshops, and working sessions with IT and business stakeholders.
• Collect, analyze, and validate qualitative and quantitative inputs related to ITIL processes.
• Assess current-state maturity levels and document gaps, strengths, and improvement opportunities.
• Develop detailed assessment artifacts, including maturity scores, evidence summaries, and findings.
• Draft improvement recommendations and inputs to the prioritized ITIL roadmap.
• Ensure consistency, traceability, and quality across assessment deliverables.
• Track risks, issues, and dependencies.
• Support executive and stakeholder readouts with data, visuals, and supporting analysis.

🧠 What you will bring

The top candidate will have the following skills:

• 6–10 years of experience in IT service management, IT governance,, or process improvement roles.
• Direct experience with IT Change Enablement processes, including risk-based change models, Change Advisory Boards (CAB), approval policies, and automation of change workflows.
• Clear understanding of the distinction between Change Enablement and Deployment Management, with experience defining approval groups, change schedules, and emergency change procedures.
• Strong working knowledge of ITIL v4 practices and the Service Value System.
• Hands-on experience conducting ITIL maturity assessments or process evaluations.
• Ability to facilitate workshops and interviews with technical and non-technical stakeholders.
• Strong analytical skills, including maturity scoring, gap analysis, and documentation.
• Experience producing clear, structured client deliverables (slides, reports, roadmaps).
• Excellent organizational and project coordination skills.
• ITIL 4 certification (Managing Professional preferred; Foundation minimum).
• Familiarity with how IT Change Enablement maps across multiple ITIL 4 practices (Incident, Problem, Release Management, and the service value chain).
• Experience working with Change Management tools and processes (e.g., ServiceNow ITSM, Jira Service Management, or similar).

Ideally you have…

• Experience supporting ITIL or ITSM transformation programs in enterprise environments.
• Experience with ServiceNow ITSM modules, including CAB Workbench.
• Familiarity with process modeling with enterprise architecture modeling tools such as BizzDesign or Archi.
• Consulting or advisory background with client-facing delivery responsibility.
• Familiarity with ITSM tools and platforms (e.g., ServiceNow, BMC, Jira Service Management).
• Exposure to adjacent frameworks such as COBIT, Agile, DevOps, or Lean IT.
• Strong written communication skills, with the ability to synthesize complex findings.
• Experience working in matrixed teams under senior leadership direction.
• Direct experience with Service Request Management, Incident Management, Problem Management, Demand Management, and Change Management practices. 
• Interest in progressing toward senior ITIL leadership or advisory roles.

👥 Our Values

We are privileged to serve our loyal customer base in our mission to build lasting relationships with our clients based on trust and mutual success. We strive to deliver exceptional quality and consistency through a white-glove approach. By empowering businesses with tailored solutions and insights, we help them achieve their goals and navigate the ever-evolving tech landscape.

The values we live by:

• Customer-centric Solutions
• Innovation & Excellence
• Integrity & Transparency
• Data-driven Decision Making