Change Manager

Change Manager | Contract | London

My client is looking for a Change Manager to contribute to the successful delivery of outcomes throughout the Digital organization by working across all the delivery teams to ensure that the Change and Release process align to the strategic objectives with a focus ultimately on the consumer experience.

This position is an integral member of the wider Digital team and will be highly visible, working across every team to ensure alignment and drive both efficiency and effectiveness. It is essential that the role holder is a highly collaborative individual capable of managing conflict, presenting to junior, mid and senior audiences.

The Team

My client is a global consumer company going through a huge transformation. This role will sit in the Digital Infrastructure and Operations team.

DI&O will span a number of key areas including Cybersecurity, Site Reliability Engineering, Core Technology, Service Operations and Feature Activation and Enablement – it’s a core part of my client’s business and one of the most exciting places to be. If you are passionate and interested in automation, cloud technology and engineering I’m sure you will be interested to hear more about what we are doing.

Key Responsibilities

· Be responsible for the Change and Release Management processes, escalation procedures, related disciplines and tooling to manage work in Change and Release across Digital.

· Maintain visibility and management of all Changes and Releases currently underway and planned ensuring any clashes and conflicts are removed to make sure there is no impact on operations.

· Effectively manage the queues of Changes and Releases

· Maintain the required level of services for Change and Release as well as managing the tooling as required for it.

· Have focus on opportunities to remove waste, improve effectiveness and create efficiencies with a continuous improvement approach.

· Deliver and manage a suite of reporting on Key Performance Indicators to inform continuous improvement activity for the Change and Release process.

· Partner with teams external to DI&O to leverage new and existing processes to improve ways of working (such as existing ITSM, Lean, Agile and DevOps) and deploy these skilfully across delivery teams

Essential Skills & Experience

· Demonstrable first-class stakeholder engagement and proven customer support experience gained in a technology environment with relevant experience of operational controls and service management processes, escalation procedures and related disciplines.

· Experience in customer /business communication with the ability to support them in the understanding of Change and Release, aligning this with the customer’ processes and expectations.

· Strong experience understanding 3rd party support contracts.

· Proven ability to manage conflict and prioritisation in an ambiguous setup.

· Knowledge and use of ITSM/work management systems (ServiceNow, JIRA etc.)

· Experience working within an Agile environment delivering faster at a higher quality level.

· Willingness to travel across Europe, Latin America and Asia Pacific.

Change Manager | Contract | London

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