Change Manager - #2180639

Our client is looking for a Change Manager to own the governance, assurance and continual improvement of its enterprise Change Management practice. You will make sure changes to technology services are assessed, approved, implemented and reviewed in a controlled way, reducing risk and disruption to the business.

Working alongside the Head of Change and Configuration Management, you will raise the quality of change planning, strengthen governance and build confidence in the change process across the technology function and the wider Group.

The candidate will be expected in the Bristol or Edinburgh office 3x per week

Key Responsibilities

Change governance

• Support the Change Management strategy and roadmap, and drive consistent adoption of policies, standards and controls across Technology Services
• Maintain and improve Change Management policies, procedures and controls
• Support Change Advisory Boards (CABs) and other governance forums
• Act as subject matter expert on Change Management best practice
• Ensure change activity meets organisational policy and audit requirements

Change assurance and quality

• Review and validate changes for appropriate risk assessment, impact analysis and implementation approach
• Challenge incomplete or poor-quality change submissions and coach Change Owners to improve them
• Ensure testing, validation, communications and rollback plans are documented
• Promote consistent risk assessment and categorisation
• Analyse failed changes and trends, and lead improvement initiatives

Emergency and expedited change

• Govern the Emergency and Expedited Change processes, ensuring proper review, approval and documentation
• Provide oversight and challenge of high-risk and urgent changes
• Conduct post-implementation reviews (PIRs) where required
• Identify recurring emergency changes and work with teams to reduce them

Incident and problem management collaboration

• Take part in investigations of change-related incidents and support root cause analysis
• Own and coordinate Change Management actions arising from incidents and problem records, ensuring they are completed on time
• Hold technology teams accountable for corrective and preventative actions
• Embed lessons learned into change processes and controls

Stakeholder management

• Build strong partnerships with Incident, Problem, Service, Configuration and Asset Management, Enterprise Architecture, Information Security, Risk and Compliance, Application and Infrastructure teams, and Delivery and Project teams
• Influence teams to improve change quality, planning and risk management

Reporting, metrics and compliance

• Produce management information on change success rate, failed changes, emergency change volumes, change-related incidents, PIR completion and process compliance
• Identify trends, risks and improvement opportunities
• Support audit and regulatory activity and ensure reporting is accurate and timely

Skills and Experience

Essential

• Experience in Change Management within a large enterprise IT environment
• Experience governing or chairing CABs and managing emergency or expedited changes
• Strong understanding of change risk assessment, impact analysis and release/implementation planning
• Experience working with Incident and Problem Management, including post-incident actions
• Proven stakeholder management and influencing skills, with the confidence to challenge senior technical stakeholders
• Experience producing change metrics and management reporting
• Working knowledge of audit and compliance requirements

Desirable

• ITIL certification [v3 / v4]
• Hands-on experience with an ITSM platform [ServiceNow / Remedy / other]
• Experience in financial services or another regulated industry
• Reporting tool experience [Power BI / ServiceNow reporting]
• Exposure to DevOps or CI/CD change practices