About KTSA
We are KTSA – KPMG Technology Services Americas. A Service Delivery Center of KPMG US, with offices in Mexico City, Guadalajara, and a growing network of remote talent across the country. We deliver high-value technology, consulting, and corporate support services to KPMG US and its clients. At KTSA, our Employer Value Proposition is clear: Explore. Explore isn’t just a word — it’s how we grow, lead, and thrive. It’s the mindset that drives our culture and shapes every opportunity: Experience a collaborative, inclusive, and multicultural workplace where you belong. Excel by creating impact and leaving your mark on general projects. Expand your potential with real career paths, learning programs, and mentorship. Express your individuality — come as you are, and thrive as your authentic self. And because we know that thriving at work also means thriving in life, we back this mindset with KTSAMÁS, our total rewards program, designed to support your well-being, goals, and personal milestones. RESPONSIBILITIES AND QUALIFICATIONS: Responsibilities Own and maintain the Change Enablement process, policies, and procedures in alignment with ITIL and internal governance frameworks. Chair or facilitate Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings, ensuring informed decision-making and risk assessment. Enforce adherence to change management controls across all technology towers, including documentation, testing, approvals, and implementation verification. Evaluate, categorize, and authorize changes according to defined risk levels (standard, normal, emergency). Validate back-out plans, implementation methods, and post-implementation testing for completeness and realism. Identify and escalate change conflicts or collisions in maintenance schedules. Collaborate with Incident, Problem, and Release Management teams to ensure process cohesion and knowledge transfer. Monitor change success rates, unplanned outages, and incident correlations to drive service reliability. Maintain alignment with Configuration Management (CMDB) to ensure accurate CI relationships and dependency mapping. Conduct post-implementation reviews (PIR) for failed or high-impact changes. Identify process bottlenecks and improvement opportunities to streamline change workflows and reduce lead times. Champion automation opportunities for standard and recurring change types. Provide timely and transparent communication regarding planned changes, risks, and outcomes to affected business units and IT leadership. Build trusted partnerships with project managers, service owners, and technical SMEs to ensure collaborative change planning. Educate teams on Change governance principles and promote a culture of accountability and stability. Qualifications Education: Bachelor’s degree in Computer Science, Information Systems, or related field. ITIL v4 Certification (Foundations or higher) required. Certifications in Change Management frameworks (Prosci, COBIT, ISO 20000) are desirable. Experience: Minimum 5 years of experience in IT Service Management, with at least 3 years in Change or Release Management roles. Proven experience managing large volumes of concurrent changes in enterprise environments. Familiarity with IT audit and compliance standards (SOX, ISO, SOC2, etc.). Demonstrated experience with ServiceNow or equivalent ITSM tools, particularly in Change Enablement modules. Background in infrastructure, networking, cloud, or application operations strongly preferred. Core Skills & Competencies Strong understanding of IT infrastructure, application lifecycle management, and DevOps or CI/CD pipelines. In-depth knowledge of ITIL change models and integration with Incident, Problem, and Release processes. Ability to read and interpret technical implementation plans and assess their potential business impact. Exceptional analytical skills to assess change impact, risk, and mitigation strategies. Skilled in correlating incident and problem trends with change activity to drive proactive risk management. Strong capability in enforcing process compliance while maintaining operational agility. Skilled at balancing business needs for rapid deployment with stability and security requirements. Strong facilitation skills for leading CAB/eCAB sessions and conflict resolution between technology teams. Excellent communication and presentation skills with both technical and executive audiences. Influential leadership style capable of promoting accountability and procedural adherence across diverse teams. Proactive in identifying automation opportunities for low-risk changes. Ability to drive adoption of modern change enablement practices in hybrid (on-prem + cloud) environments. Expand your possibilities with KTSA through KTSAMÁS, where you can access: Extended maternity, paternity, and adoption leaves Above-market vacation benefits Learning opportunities, training, and certification programs Extended marriage leave and daycare support Wellness and Employee Assistance Programs (EAP) Comprehensive medical plan, life insurance, car insurance, and funeral assistance Visit
to learn more. At KTSA, we celebrate and support everyone’s individuality. We do not discriminate against any race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, or disability. We are supportive of helping you to achieve a balance between your home and work demands. We are happy to discuss specific requirements and our range of flexible working arrangements could be of interest. Please ask to find out more. We strongly state that we DO NOT require a certificate of non-pregnancy or HIV in order to participate in any of our processes. Explore KTSA, we dare to be different! Home - KTSA KTSA - KPMG Technology Services of Americas