Lead IT Change Manager at Openloophealth — Remote

## About OpenLoop

About The Role

We're building our first formal IT change management practice from the ground up. Today, changes to production systems, infrastructure, and business-critical applications move fast and informally — which has served us well as a startup, but won't scale as we grow into an enterprise. We're not looking to bolt on a heavyweight, bureaucratic change process. We need a “lite,” ITIL-aligned model that a fast-moving engineering and IT organization will actually use — one that captures the right approvals and audit trail without slowing teams down. This role starts as an internal advisor and consultant: you'll design the model, prove its value team by team, and only formalize/mandate adoption once you've earned trust and demonstrated real benefit. Over time, this process becomes a key control supporting our establishing enterprise level structure that will meet ITIL and Soc2 standards readiness and audit requirements.

Design & own the change management model

• Design a lightweight, ITIL 4-aligned change enablement model appropriate for a fast-growing company — standard, normal, and emergency change categories; risk-based approval paths; delegated authority for low-risk/standard changes.
• Define the roles, responsibilities, and RACI for requesting, reviewing, approving, and closing changes across Engineering, IT, and Security.
• Build the roadmap for evolving the process over time: advisory and opt-in in year one, progressively more structured and eventually mandatory as the organization matures toward establishing enterprise level structure that will meet ITIL and Soc2 standards.

Lead through influence, not authority

• Act as an internal consultant/advisor to engineering and IT teams — explain the “why” behind change management, tailor the pitch to each team, and win voluntary adoption before any process is mandated.
• Partner with engineering leaders to pilot the process on select teams, gather feedback, and iterate quickly.
• Build the case (with data) for why broader, eventually mandatory adoption benefits the business — fewer failed changes, faster audits, establishing enterprise level structure that will meet ITIL and Soc2 standards readiness — and present it to leadership.

Build and automate the tooling

• Select and configure the tooling stack (e.g., Jira/Jira Service Management, Monday.com, or similar) to capture change requests, approvals, risk assessments, and implementation records.
• Design and build automated workflows — routing, notifications, approval gates, status transitions, and escalations — so the process runs with minimal manual overhead.
• Stand up AI-assisted agents/automations that generate structured, auditable change logs (who changed what, when, why, and who approved it) to support future compliance and audit needs.
• Build a change calendar, freeze-window management, and conflict detection across teams and systems.

Govern, measure, and report

• Define and track change management KPIs: change success rate, failed/rolled-back change rate, emergency change percentage, cycle time, and audit findings.
• Run lightweight change advisory reviews for higher-risk changes; keep the bar for standard/low-risk changes fast and largely automated.
• Partner with Security, Compliance, and (eventually) Internal Audit to ensure the process satisfies SOX ITGC change-management control expectations.
• Continuously refine the process based on incident retrospectives, audit feedback, and stakeholder input.

What You'll Bring

• 7+ years in IT service management, IT change management, or a closely related discipline, ideally including building a change process from scratch (0-to-1) at a scaling company.
• Working knowledge of ITIL 4 change enablement principles (standard/normal/emergency changes, risk-based approval, delegated change authority); ITIL 4 Foundation certification preferred.
• Hands-on experience configuring and administering Jira (Jira Service Management), Monday.com, or comparable ITSM/work-management platforms — including building automation rules and workflows, not just using out-of-the-box features.
• Comfort with low-code/no-code automation (Jira Automation, Workato, Zapier, or similar); experience applying AI tools or agents to generate documentation, summaries, or audit trails is a strong plus.
• Familiarity with SOX IT general controls (ITGC), audit evidence requirements, or prior experience at a company preparing for a SOC 2 audit.
• Demonstrated ability to drive adoption of a new process through influence and relationship-building rather than positional authority — you'll need buy-in before you'll have a mandate.
• Strong written and verbal communication skills; able to translate technical processes into clear, concise guidance for engineers and executives alike.
• Experience operating in a high-growth technology company transitioning from startup to enterprise-grade operating rigor.

Nice to Have

• Background in DevOps/SRE practices and CI/CD pipelines, and how change enablement integrates with continuous delivery.
• Experience with GRC or audit-management tooling (e.g., Vanta, Drata, ServiceNow GRC).
• Prior experience building IT controls in preparation for an IPO or SOC 2 Type II audit.
• Healthcare, fintech, or other regulated-industry experience.

## Our Company