Change Delivery Lead - Conversational AI & CCaaS

Location – Manchester or Glasgow (you will need to be in the office at least 3 days a week)

About the role

This role sits within Customer Service, operating across digital and advisor assisted service channels. It works at the intersection of service delivery, digital experience, AI enablement and business change, partnering closely with Product, Technology, Operations, CX and Commercial teams to optimise end to end customer journeys.

The Change Delivery Lead ensures all change is coordinated, prioritised and delivered across the contact centre platform and customer journeys, with a focus on maximising customer and business outcomes. It works across Product, Technology and Operations to translate prioritised demand into structured, deliverable outcomes.

The Change Delivery Lead is responsible for running the delivery engine for conversational AI and digital service change. This includes managing sprint-based delivery, balancing demand against capacity and ensuring that all change is progressed efficiently while adhering to defined governance and control frameworks. The role will have direct line management of a diverse team of specialists across a CCaaS configuration environment.

What you’ll be doing

• Own and run the delivery cadence for change, including sprint planning, backlog readiness and sequencing and prioritisation of work within agreed backlog priorities.

• Translate prioritised backlog items into value-led delivery plans, balancing customer outcomes, business priorities, regulatory commitments, team capacity and delivery timelines.

• Manage the flow of work into and through delivery, balancing competing customer experience improvements, optimisation opportunities, regulatory requirements and business priorities against available delivery capacity.

• Work closely with Product Owners and Journey Optimisation Analysts to ensure customer, operational and business insights are translated into clearly defined, prioritised and deliverable change.

• Facilitate day-to-day delivery coordination across teams, ensuring dependencies, risks and blockers are actively managed.

• Ensure all change is delivered in line with defined governance processes, including appropriate approvals, documentation and audit requirements.

• Coordinate across platform environments (e.g. development, test, production), ensuring alignment between delivery activity, release schedules, environments and business readiness.

• Own and lead Change Advisory Board (CAB), ensuring structured assessment, decision -making and control of change activity.

• Maintain an end-to-end view of all in-flight and planned activity, providing transparency to stakeholders on progress, dependencies, risk, and delivery plans.

• Identify and manage risk associated with change delivery, ensuring mitigation actions are implemented.

• Ensure organisational readiness for change, including validation of business, operational and support readiness and alignment to deployment plans.

• Drive continuous improvement of delivery processes and ways of working, improving efficiency, predictability and quality of change delivery.

Essential Skills / Experience

• Strong experience in delivery, change or implementation management within technology or service environments.

Strong experience in delivery, change or implementation management within technology or service environments.

• Experience managing a diverse team of specialists across a CCaaS configuration environment.

Experience managing a diverse team of specialists across a CCaaS configuration environment.

• Experience building and managing value-led delivery roadmaps, balancing customer outcomes, business priorities, regulatory commitments, stakeholder expectations and delivery capacity.

Experience building and managing value-led delivery roadmaps, balancing customer outcomes, business priorities, regulatory commitments, stakeholder expectations and delivery capacity.

• Proven ability to coordinate complex change across multiple teams, stakeholders and dependencies.

Proven ability to coordinate complex change across multiple teams, stakeholders and dependencies.

Desirable Skills / Experience

• Experience of Genesys Cloud including configuration knowledge across its CCaaS product suite (preferably certification)

• Experience operating within agile or sprint-based delivery models, managing demand, capability and flow of work.

• Familiarity with structured change governance processes, including approval frameworks such as Change Advisory Boards.

• Experience managing release cycles and coordinating delivery across multiple environments (dev/test/production).

• Strong organisational and prioritisation skills, with the ability to balance competing demands and make pragmatic delivery decisions.

• Ability to work closely with Product, Technology and Operations teams to translate demand into effective delivery outcomes.

• Strong stakeholder management and communication skills, ensuring clarity and alignment across delivery activity, with the ability to challenge and guide teams to ensure high-quality, well-governed change.

• Analytical and problem-solving mindset, with a focus on improving delivery efficiency and effectiveness.

• Familiarity with industry-standard frameworks such as ITIL (or equivalent service management methodologies).

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