ITSM - Transition Senior Manager Process Owner

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

The Transition Manager - Change & Release (Process Owner) plays a critical role in advancing BCG's IT Service Management (ITSM) capabilities to support modern engineering practices. This role is accountable for operating and evolving our ITIL 4-based Change Management process into a modern Change Enablement model, while designing and implementing a global Release Enablement capability aligned with DevOps and Site Reliability Engineering (SRE) operating model.

This role goes beyond process ownership. It requires hands-on leadership through enablement, balancing governance with speed, and driving alignment across engineering, infrastructure, and product teams. As BCG continues to scale its digital and platform capabilities, this role is essential to ensuring safe, reliable, and high-velocity delivery of change across Global IT.

Change Enablement & Process Transformation

• Own and continuously improve the global Change Management process aligned with ITIL 4 practices
• Lead the transformation to a Change Enablement model, shifting from approval-heavy governance to risk-based, policy-driven frameworks
• Define and govern change models (standard, normal, emergency and exceptions) and risk classification approaches
• Enable automation and integration of change into CI/CD pipelines and engineering workflows
• Establish and track key performance indicators (e.g., change success rate, failure rate, lead time)
• Drive enterprise-wide adoption and consistency across portfolios and squads

Release Enablement & Orchestration

• Design and implement a global Release Enablement process across application, infrastructure, and platform domains
• Establish release planning, governance, and orchestration practices
• Integrate release processes with DevOps pipelines and deployment tooling
• Enable squads to leverage modern release strategies (e.g., blue/green, canary, phased deployments)
• Improve visibility and coordination of releases across distributed teams

Operational Readiness & Service Transition

• Embed Operational Readiness practices into the release lifecycle
• Define and enforce readiness criteria, including:
• Monitoring and observability requirements
• Runbooks, knowledge transfer, and support readiness
• Incident response and escalation models
• Partner with SRE and operations teams to ensure reliability, resilience, and recoverability of services
• Ensure seamless handover to operations with minimized risk

Governance, Risk & Compliance

• Maintain appropriate controls, auditability, and compliance within modernized processes
• Ensure traceability of changes and releases across systems and tools
• Balance governance with agility to avoid friction with engineering teams
• Proactively identify and mitigate operational and delivery risks

Stakeholder Alignment & Transformation

• Foster alignment across Engineering, Infrastructure, Security, and Product teams
• Act as a trusted advisor on change and release practices
• Influence behaviors toward shared ownership and enablement
• Lead communication, training, and adoption initiatives across Global IT

Continuous Improvement, Tooling & Automation

• Drive automation of change and release workflows
• Leverage ITSM and DevOps tools (e.g., ServiceNow, Jira, CI/CD platforms) as systems of record
• Establish a data-driven approach to process improvement and maturity tracking
• Reduce manual effort and improve scalability through tooling and integration

Broader ITSM Practice Support

• Ensure end-to-end integration across ITSM value streams, connecting change and release with operational practices
• If and when required, provide support and alignment across broader ITSM practices, particularly:
  • Service Catalog Management (ensuring catalog services align with change and release models)
  • Incident Management (major incident coordination, stabilization insights, feedback loops into change)
  • Service Fulfillment / Request Management (standard change enablement, service request optimization)
  • Problem Management (root cause analysis integration, trend identification, and prevention)
• Contribute to improving service reliability, user experience, and operational efficiency through cross-practice collaboration

What You'll Bring

• 8-10+ years of relevant experience in IT Service Management, with ownership of Change and Release processes.
• Strong expertise in ITIL 4 (Change Enablement, Release Management, Service Transition concepts)
• 5+ years of solid experience working in or alongside DevOps and/or SRE environments.
• Proven track record of process modernization and transformation in enterprise settings.
• Hands-on experience with ITSM tools (ServiceNow is a plus) and integration with engineering tools (e.g., Jira, Git, Octopus, other CI/CD pipelines)
• Working knowledge of broader ITSM practices (Incident, Problem, Request Fulfillment, and Service Catalog Management) and their integration with Change & Release.
• Strong understanding of modern release practices (e.g., blue/green, canary deployments)
• Excellent stakeholder management, communication (verbal and written) skills.
• Education: Bachelor's degree required Computer Systems Engineering degree preferred.
• Global Experience: Demonstrated experience working across regions (North America, Europe, APAC) in complex, distributed environments.

Additional info

YOU'RE GOOD AT:

• Translating traditional ITSM practices into modern, engineering-aligned models.
• Operating with a strong ownership mindset and accountability for outcomes.
• Driving alignment across diverse stakeholders without formal authority.
• Leading process transformation in complex, global environments.
• Communicating clearly and effectively with both technical teams and senior leaders.
• Using data and metrics to drive continuous improvement and decision making.
• Balancing governance with speed and agility.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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