Change Manager

Key Responsibilities

• Act as the main point of contact for change on your assigned customers, building strong relationships and representing Focus Group at customer meetings and service reviews.
• Manage the full lifecycle of Normal, Standard and Emergency changes, assessing risk, impact and readiness and authorising changes in line with our approval process.
• Chair internal and customer-facing Change Advisory Boards (CABs), making clear decisions and saying no constructively when a change isn’t ready.
• Coordinate Emergency Changes during high-priority incidents, balancing fast restoration of service with the right level of control.
• Manage your customers’ changes within the Forward Schedule of Change, spotting conflicts and protecting business continuity.
• Lead Post Implementation Reviews (PIRs) for failed or problematic changes, finding root causes and agreeing actions.
• Create and maintain Standard Changes for repeatable, low-risk work, and use change data to identify automation opportunities.
• Produce KPI (key performance indicator) reporting for your customers and train engineers on the Change Enablement process and ServiceNow.

Skills, Knowledge and Expertise

• Proven experience running an ITIL-aligned Change Enablement process, including chairing CABs and authorising changes.
• ITIL 4 Foundation certification.
• Hands-on change management experience in ServiceNow or a comparable IT service management tool.
• Good working knowledge of IT infrastructure, including Windows Server and desktop, networking, Microsoft 365, cloud services and VoIP (Voice over Internet Protocol) telephony.
• Strong risk and impact assessment skills, with sound judgement on when to apply control and when to allow flexibility.
• A confident communicator who can explain technical risk to non-technical stakeholders and challenge constructively.
• Well organised, with the ability to manage competing priorities across several customers.

• Change Enablement experience in a managed service provider or IT and telecoms service provider.
• ITIL 4 Practitioner: Change Enablement, or another ITIL 4 intermediate certification.
• Experience building Standard Changes and leading PIRs and root cause analysis.
• Experience producing KPI reports and dashboards for management and customers.
• Working knowledge of Incident, Problem and Release Management.
• Experience guiding or mentoring junior colleagues.

Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave.
• Hybrid working options - performance depending.
• Enhanced maternity, paternity and adoption leave.
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.