ITIL Change Manager (Transfer Agency)

Join the Future of Technology with ZILO™ At ZILO™, we're redefining what's possible in technology. ZILO™ is the UK-based FinTech specialising in global asset and wealth management software, designed to scale and transform businesses of all types using our own developed AI Technology. Our mission is to digitalise the future of the global asset management industry. We are a team of experts with decades of combined experience at leading firms globally, who thrive in fast-paced environments and want to shape the future of technology. Every individual plays a key role in driving progress and making a real impact. We continuously strive to innovate and improve. Why work with us? At ZILO™, you'll be part of a dynamic and inclusive environment where creativity thrives. We offer the opportunity to work on cutting-edge technology, collaborate with talented individuals, and contribute to projects that have a real-world impact. We value continuous learning, personal growth, and providing our team with the resources they need to succeed. Ready to shape the future? Let's talk. About the role The ITIL Change Manager sits within ZILO's Service Management function and owns the end-to-end change enablement process across ZILO's technology platform. This role is responsible for ensuring all changes to production systems — releases, configuration changes, data migrations and emergency fixes — are assessed, approved, scheduled and implemented with minimal risk to service availability and client operations. Given ZILO's client base of transfer agency (TA) operations, prior hands-on Transfer Agency experience is highly valued, allowing the Change Manager to understand the operational and regulatory impact of change on TA processes such as shareholder record-keeping, dealing, settlements and registration, and to engage credibly with client operations teams. There is an expectation to attend the London office in Canary Wharf, 2–3 days each week. Key responsibilities Own and continuously improve the ITIL-aligned change management process, including RFC intake, categorisation (standard, normal, emergency), impact/risk assessment, approval workflows and post-implementation review. Chair and facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) sessions, ensuring the right technical, operational and client stakeholders are engaged and changes are challenged appropriately before approval. Assess the operational impact of proposed changes on transfer agency processes (e.g. dealing cut-offs, settlements, registration, client reporting), drawing on TA domain knowledge to identify risks other change managers might miss. Partner with engineering, delivery and client operations teams to build a forward schedule of change (FSC), identify conflicts, and coordinate deployment windows across client environments. Manage the change calendar and enforce change freeze periods, blackout windows and governance controls around TA-sensitive periods (e.g. valuation points, month-end, year-end, corporate actions). Track and report on change success/failure rates, unauthorised changes, and change-related incidents, using data to drive continuous improvement of the process. Act as an escalation point for failed or high-risk changes, coordinating rollback decisions and post-incident reviews in conjunction with problem and incident management. Ensure change records, audit trails and documentation meet internal governance and regulatory/compliance requirements relevant to a financial services technology provider serving TA clients. Skills and attributes Strong working knowledge of ITIL change management principles and practice (ITIL v3/v4), including change enablement, release, and deployment management. Solid understanding of transfer agency operations and terminology, and how system changes affect TA processing, client servicing and regulatory obligations. Confident chairing meetings and pushing back on inadequately prepared or high-risk change requests, even under delivery pressure. Strong analytical and risk-assessment skills, balancing speed of delivery against operational stability for regulated financial processes. Excellent stakeholder management and communication skills across technical, operational and client audiences, including senior stakeholders. Highly organised, with the ability to manage multiple concurrent changes and competing priorities. Comfortable working within a commercial delivery environment, balancing client contractual commitments with change governance. Experience Proven experience as a Change Manager within an ITIL/ITSM framework, ideally within a software vendor, FinTech, or financial services technology environment. Prior hands-on experience within Transfer Agency operations (e.g. dealing, registration, client servicing, corporate actions), giving genuine insight into the operational impact of change. Experience running CAB/ECAB processes and managing a forward schedule of change across multiple environments and/or clients. Experience using ITSM tooling (e.g. ServiceNow, Jira Service Management, or similar) to manage change records and reporting. Prior experience within financial services, fintech, or a comparably regulated industry is preferred. Qualifications A bachelor's degree in business, finance, information technology, or a related field is desirable but not essential. Preferred certifications include: ITIL 4 Foundation (essential); ITIL 4 Specialist – Create, Deliver and Support, or ITIL 4 Managing Professional (desirable) IOC (Investment Operations Certificate) or IMC — desirable given TA/investment operations context Enhanced leave - 38 days inclusive of 8 UK Public Holidays Private Health Care including family cover Life Assurance – 5x salary Flexible working – work from home and/or in our London Office Employee Assistance Program Company Pension (Salary Sacrifice options available) Access to training and development Buy and Sell holiday scheme The opportunity for “work from anywhere/global mobility”