IT Change Manager
Location: Cheltenham, Gloucestershire (hybrid working)
As the IT Change Manager, you will build and operate a global ITIL‑aligned Change Management process, ensuring it is fit for purpose, measurable, and consistently followed across regions. You will lead the Change Advisory Board (CAB), manage KPIs, oversee governance, and act as the Change Authority for a large, dispersed organisation.
Key Responsibilities
Change Governance & Delivery
- Design, own, and deliver a global ITIL-based Change Management process.
- Lead and chair regular Change Advisory Board (CAB) meetings, including emergency CABs.
- Establish, monitor, and report on KPIs and metrics to track process effectiveness.
Continuous Improvement & Efficiency
- Drive process maturity, efficiency, and effectiveness through continuous improvement.
- Promote standard change requests and automation where appropriate.
- Conduct detailed change reviews to capture lessons learned and track corrective actions.
Operational & Cross‑Functional Integration
- Ensure seamless integration with Incident, Problem, and other ITIL processes.
- Collaborate with global IT leaders and process owners to ensure alignment and adoption.
- Work with third‑party partners to ensure all external changes are logged and reviewed.
Governance, Compliance & Training
- Provide process documentation, training, and guidance to enable global compliance.
- Support governance and audit activities by maintaining accurate, high‑quality records.
- Lead initiatives across multiple regions and functions, managing complex stakeholder groups.
Experience & Qualifications
- Demonstrable experience developing and leading ITIL Change Management processes.
- Experience acting as Change Authority for a large‑scale organisation (10,000+ employees).
- Proven track record driving process conformity and ensuring compliance.
- Strong communication skills with experience preparing reports, metrics, and presentations.
- Experience managing complex, multi‑region stakeholders and leading cross‑functional initiatives.
- Familiarity with Incident and Problem Management and their integration with Change.
- Experience delivering continual improvement initiatives and conducting formal change reviews.
- Experience providing documentation, training, and consultation on Change Management processes.
Skills & Competencies
- ITIL Intermediate qualification (or equivalent) desired.
- Strong ability to self‑organise and proactively drive tasks to completion.
- Confident in constructively challenging stakeholders when needed.
- Excellent written and verbal communication skills; able to simplify technical topics.
- Strong analytical skills to assess change impact and resolve change‑related issues.
- Ability to manage global processes and support others in meeting deadlines.
- Ability to work collaboratively, fostering alignment across teams and time zones.
- Proficiency in Change Management tools and software.
- Strong problem‑solving skills, risk assessment capability, and customer‑service orientation.
- Innovative mindset, able to introduce new Change Management practices and strategies.
Benefits
You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days’ paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts portal.
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