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ITIL Change Management Lead - Atlanta, GA #5939138

Company: Delta Air Lines, Inc.

Date: 01/12/2019

Category: Insurance

City: Atlanta, GA

ITIL Change Management Lead shall oversee and provide governance for IT Change Requests within ITS Security Engineering Team; the Lead will establish & manage procedures for the submission, review and authorization of Change Requests with Offshore Resources. Working with change control and change advisory boards the Lead will coordinate stakeholder communication for effective management and control of changes. Lead is responsible for the day-to-day monitoring and maintenance of Change Management policies, processes and controls. This position is also responsible for the support of collection of audit artifacts for SOX, PCI and other regulatory requirements.


  • 3-5 or more years of service or project management

  • ITIL v3 Certified (foundation as a minimum, manager or expert level desirable)

  • Strong verbal and writing skills in order to effectively communicate information to external and internal team members

  • Awareness service management tools such as ServiceNow

  • Time management skills to meet agreed targets;

  • Experience of designing, developing and/or implementing ITIL aligned processes

  • Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details;

  • Facilitation skills to lead requirements gathering workshops and provide training to external and internal team members

  • Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as Project PM and internal team members

  • Able to discuss and investigate Change Request with the Change owners


  • At least 5 years of IT support and service delivery experience.

  • Strong skills in the use of Service Management tools, such as ServiceNow or Remedy

  • ITIL V3 certification strongly preferred

  • Knowledge of ITIL framework required

  • Experience includes technical support and customer service.


  • BA/BS-Bachelor's degree or equivalent experience required.

  • ITIL experience a plus.


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