IT Change Management Lead

Job Summary:

The Change Management Lead is responsible for the execution, governance, and continuous improvement of enterprise Change Management processes. This role ensures that all technology and business changes are planned, assessed, approved, implemented, and reviewed in alignment with enterprise standards, risk tolerance, and operational objectives.

The role also serves as the central point of coordination during major incidents, acting as the operational lead to stabilize services, coordinate communication, and ensure structured post-incident review processes are completed.

WHAT THIS ROLE WILL DO

• Own and manage the end-to-end change lifecycle across the organization, ensuring consistency and compliance.
• Facilitate, lead, and document Change Advisory Board (CAB) meetings, ensuring effective risk evaluation and decision-making.
• Maintain and govern the enterprise change calendar to prevent conflicts and ensure visibility across stakeholders.
• Validate risk, impact, and rollback assessments for all changes.
• Enforce adherence to change management policies, procedures, and documentation standards.
• Monitor execution of changes and ensure successful outcomes with minimal disruption.
• Produce and analyze operational metrics, KPIs, and reporting dashboards.
• Drive continuous improvement initiatives across change management processes.
• Ensure effective utilization of ITSM tools such as Zendesk or ServiceNow.
• Lead major incident response efforts, coordinating cross-functional teams, managing communications, and driving service restoration.
• Act as the primary decision-maker during high-impact incidents in alignment with organizational protocols.

Post-Incident Review & Major Incident Leadership

• Lead all post-incident review (PIR) activities following major incidents.
• Conduct structured root cause analysis (RCA) to identify underlying issues and systemic failures.
• Ensure comprehensive documentation of incident timelines, actions taken, and lessons learned.
• Drive accountability for corrective and preventive actions across teams.
• Present findings and recommendations to leadership and stakeholders.
• Implement process improvements to reduce recurrence of incidents.
• Establish and maintain a culture of continuous learning and operational resilience.
• Serve as Incident Commander or Lead during major incidents, ensuring rapid triage, escalation, and resolution.
• Coordinate communication to stakeholders, including status updates and executive briefings.

WHAT THIS PERSON WILL BRING

• 5+ years of experience in IT Service Management (ITSM), Change Management, or Service Operations

• Proven experience leading major incident management and post-incident reviews

• Hands-on experience with ITSM tools such as Zendesk, ServiceNow, or equivalent

• Strong understanding of ITIL frameworks and best practices

• Excellent stakeholder management, communication, and leadership skills

• Experience coordinating cross-functional teams in high-pressure environments

• Strong process execution and governance capabilities

• Risk assessment and decision-making under pressure

• Advanced communication and facilitation skills

• Analytical thinking and reporting expertise

• Operational leadership and incident command capabilities

• Continuous improvement mindset

Schedule Requirements

• Onsite 4 days a week

BENEFITS & PERKS

Our motto is ‘Taking Care of Our Own’ through 6 pillars of benefits:

• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)

• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days

• WEALTH: 401(k) program with company match, stock reimbursement program

• FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support

• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment

• OTHERS: Volunteer time off, crowdfunding match

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. 

Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Live Nation will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

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The expected compensation for this position is:

$92,000.00 USD - $115,000.00 USD

** Pay is based on a number of factors including market location, qualifications, skills, and experience.

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.