Change Management Lead

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Contract type: Permanent
Location: Edinburgh, Alderley Park
Working style: Hybrid 50% home/office based

Job Summary

Help shape how technology change reaches production safely at Royal London. As our Change Management Lead within IT Service Management, you’ll lead Change Enablement and Service Transition across the organisation, bringing together strong governance, collaborative leadership and continual improvement to protect our services, support operational resilience and deliver good outcomes for customers and colleagues.

About the role

• Own the Change Enablement and Service Transition frameworks, policies, standards and controls governing technology change into production.
• Lead and develop the Change Enablement Manager and Service Transition Managers, building capability and a collaborative, customer-focused culture.
• Act as the authority for production change and go/no-go decisions, chairing or delegating the Change Advisory Board and Service Transition Board.
• Ensure new and changed services meet production standards for security, resilience, recoverability, supportability and maintainability, with training and knowledge transfer completed before go-live.
• Partner with senior stakeholders, value streams, delivery teams and suppliers to assess risks, challenge readiness and prevent avoidable service disruption.
• Drive service management maturity through ITIL and COBIT improvements, greater change automation and standardisation, and closer integration across ServiceNow, release governance and configuration management.
• Maintain effective, auditable controls that meet regulatory requirements and support operational resilience and good customer outcomes.

About you

• Expert knowledge of ITIL Change Enablement and Service Transition, including operational readiness and service acceptance.

• A deep understanding of production risk management, change governance, risk controls and COBIT governance frameworks.

• Expertise in ServiceNow or an equivalent IT service management platform, with a strong understanding of configuration management databases and configuration management.
• Experience working across complex supplier and service integration and management (SIAM) environments, building effective relationships across organisational boundaries.
• The ability to lead and develop service management teams and drive improvements in capability, processes and service outcomes.
• Strong communication, influencing and negotiation skills, with the confidence to constructively challenge senior stakeholders and resolve competing priorities.
• Sound judgement and decision-making, combining strategic thinking with operational excellence and a strong customer and service focus.

Even if you don't meet every single requirement, we encourage you to apply. We are dedicated to building a diverse and inclusive workplace, and your unique experiences and perspectives could be a great addition to our team.

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We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

Inclusion, diversity and belonging

We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.