Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.
We are looking for a dedicated and versatile individual to join our Service Delivery team as Business Change Manager.
It is an exciting time to join c2c as we move into a new era of railway reform, aligning with Great British Railways (GBR) and the Department for Transport (DfT) to deliver a simpler, more connected and passenger-focused railway.
Purpose of the Role
Work as the Change Manager for the iROPS Project, operating as an IT-literate, collaborative team player who supports the Service Delivery Management team by providing Change Management expertise to the c2c PMO in delivering multiple high-profile, high-value, and high-impact initiatives. The role involves working closely with senior stakeholders and operational teams to manage the end-to-end change process associated with implementing a new Resource and Planning Suite. This includes assessing organisational impacts, driving stakeholder engagement, and ensuring effective communication, training, and adoption strategies are in place. Acting as the bridge between technical delivery and business operations, the Change Manager ensures that the transition is seamless, aligns with wider organisational objectives, and successfully embeds new rostering processes to deliver improved efficiency, compliance, and workforce optimisation.
Key Accountabilities
- Develop, implement and deploy comprehensive change management strategies and plans for the rollout of the new Resource and Planning Suite. Ensure alignment with business goals and operational needs, guiding teams through the transition with minimal disruption.
Stakeholder Engagement
- Work closely with a wide range of stakeholders, including senior executives, operational teams, and trades unions, to ensure smooth communication and buy-in. Develop presentations and guidance notes, to embed the benefits and impacts of the change. Ensure consultation processes are followed, address concerns and secure union support for the new systems and operational changes.
- Provide expert guidance on managing organisational change, helping others understand the scope, impact, and benefits of the new system. Support the development of training materials and user guides for operational teams.
Governance & Reporting
- Present progress, and project updates to senior and executive teams. Prepare high-quality written reports, papers, and proposals, ensuring clear communication of key messages.
- Assist with procurement activities related to the change project, ensuring that procurement decisions align with the change management strategy.
- Undertake ‘as is’ and ‘to be’ analysis with stakeholders. Support the development of training and user adoption plans for operational staff, with sufficiently frequent refreshers to avoid skills fade. Ensure all appropriate employees are adequately trained on new tools and processes to ensure successful adoption and minimal operational disruption.
- Assist in the development of parallel running activities, testing success criteria and cut over programme to ensure the successful delivery of he new resource and planning system.
- Fully understand the technical capabilities of the current systems and processes, gaps in technological and personnel capability and align people and processes to the full technical capability of the new system to ensure business success and that the new resource and planning suite is used to the full extent of it’s capability.
- Work closely with the c2c Trades Union Company Councils, and local representatives to ensure that business objectives are shared and outcomes developed collaboratively.
- Provide input to the Annual Business Planning process.
- Ensure compliance with the General Data Protection Regulations and that employee confidentiality is maintained at all times
- Support delivery of efficient rail operations to contribute to the c2c net zero policy.
Impact Assessment
- Conduct detailed change impact assessments across workforce, processes, and systems—particularly in relation to the new Resource and Planning Suite and its integration with HR and payroll functions
- Capture lessons learned and feedback post-implementation to refine change approaches and support ongoing optimisation of rostering processes.
- Support the tracking and validation of expected benefits, ensuring the rostering solution delivers measurable improvements in efficiency, compliance, and workforce optimisation.
Experience, Knowledge and Qualifications Required
- Educated to degree level or equivalent, with general education to GCSE, O level, or equivalent standards including English Mathematics and Science to the standard of at least GCSE Grade C/Level 4.
- Demonstrable experience in leading and managing change initiatives, particularly in complex environments involving multiple stakeholders. Familiarity with structured change management methodologies (e.g., ADKAR, Prosci) is a plus.
- Ability to investigate and interpret data thoroughly and accurately, build business cases, including detailed knowledge and experience with appropriate industry recognised systems and technology.
- Experience of working with trades unions, navigating union consultation and negotiation processes, and managing industrial relations in the context of operational change.
- Excellent interpersonal and communication skills, with a proven ability to engage and influence senior executives, union representatives, operational managers, and staff
- Member of an appropriate professional body, e.g., the Chartered Institution of Railway Operators to at least Member level.
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