Change and Configuration Professional

Job Req ID: 59981

Posting Date: 08/10/2026

Function: Business Services & Operations

Location: London

Salary: Competitive + Benefits

About the role

As a Change and Configuration Professional, you'll play a key role in controlling the lifecycle of changes across customer and BT networks and services, ensuring changes are implemented safely and effectively with minimal disruption. Working within the Managed Customer Service Operations team, you'll collaborate with customers, suppliers and internal stakeholders to maximise value, reduce risk, and support the delivery of high-quality services.

Through effective governance, planning and communication, you'll enable successful change delivery while helping to minimise incidents, disruption and rework. Your contribution will be critical to creating outstanding customer experiences and supporting the continued success of BT's Business & Service Operations organisation.

The successful candidate must be willing to undergo National Security Vetting, including Government Security Clearance (SC) and NPPV levels, which requires residency in the UK for a minimum of five years.

What you’ll be doing

• Own and govern the end-to-end change lifecycle, ensuring changes to customer and BT networks and services are delivered safely and effectively.
• Act as a customer champion, driving customer-focused solutions and resolving issues with minimal impact to live services.
• Assess and approve changes, ensuring compliance with service levels, governance requirements and relevant ISO standards.
• Monitor, analyse and report on operational performance, delivering key metrics and insights to internal and external stakeholders.
• Drive continuous improvement by identifying opportunities to enhance processes, efficiency and customer experience.
• Build strong relationships with senior stakeholders, influencing decisions and promoting ITIL best practices across Managed Customer Service Operations.

Essential Skills / Experience

• ITIL 4 Foundation certified with a strong understanding of Change Enablement processes and ITIL best practice.
• BPSS and SC clearance, with experience working within secure and controlled operational environments.
• Strong stakeholder management and communication skills, with the ability to influence and build effective relationships at all levels.
• Knowledge of BT Business products, services and customer environments, including experience working within ISO20000 and ISO27001 compliant organisations.
• Proven ability to prioritise, take ownership and deliver against multiple deadlines while driving continuous improvement.
• Self-motivated and proactive, demonstrating strong problem-solving skills and leadership behaviours within collaborative teams.

Desirable Skills / Experience

• NPPV3 and MET Extension clearance, or willingness to obtain these clearances.
• Experience using ServiceNow ITSM tools and supporting Change Enablement processes.
• Knowledge of Continuous Improvement methodologies and service optimisation practices.
• Experience working within project or programme management environments.
• Confident delivering presentations, workshops and communications to a range of stakeholders.
• Technical background in networks, security, voice or wider IT infrastructure environments.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Ready to connect for good and help shape the future? Apply now.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.