Lead IT Change Manager

ABOUT OPENLOOP

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

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 http://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

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Sound like a good fit? We’d love to meet you.