Director, Change and Incident Management

When you're the best, we're the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Summary:

In this role, you will lead the enterprise-wide strategy and execution for Change Control, Critical Incident Management, and Release Management. This role ensures operational excellence through process standardization, effective governance, and alignment with ITIL best practices. The director will partner closely with IT leadership, Security, Application Owners, and Platform Teams to build scalable, auditable, and secure operational frameworks while fostering a culture of proactive risk management and continuous improvement.

Responsibilities:

• Develop and drive the enterprise vision for change, incident, and release management aligned to business goals.
• Set strategic objectives and performance targets for each focus area: Change Control, Critical Incident Management, and Release Management.
• Partner with senior leadership to influence technology governance and ensure alignment with Vizient's enterprise architecture and platform strategy.
• Lead standardization of processes across all three areas, ensuring alignment with ITIL standards that are enforced across the organization.
• Establish and chair the Change Advisory Board (CAB), implementing rigorous vetting of changes and ensuring accountability.
• Define and maintain change, incident, and release processes and ensure effective adoption across technical and business teams.
• Oversee the separation of change and release functions with an integrated security lens, ensuring secure and compliant delivery of changes.
• Define and monitor KPIs for change success rates, incident response, release quality, and process maturity.
• Recruit, lead, and mentor a high-performing team supporting change, incident, and release processes.

Qualifications:

• Relevant degree preferred.
• 7 or more years relevant experience in IT Service Management with demonstrated success in change, incident, and release leadership roles.
• 5+ years in a management or director-level role leading cross-functional technical teams in a complex enterprise.
• Proven experience designing and operating CAB processes and leading critical incident command centers.
• Experience selecting and implementing ITSM platforms and automation tools.
• Deep knowledge of ITIL frameworks and service operations.
• Strong strategic thinking, process design, and governance skills.
• Excellent communication and crisis management skills.
• Familiarity with Active Directory, hybrid cloud, CI/CD pipelines, and modern infrastructure and security practices.
• Ability to lead with empathy, build consensus, and drive accountability.

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Estimated Hiring Range:

This position is also incentive eligible.

Vizient has a comprehensive benefits plan! Please view our benefits here:

http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.