Change Management - Associate

Job Description

Why this job matters

The overall objective of the Change Management - Associate is to update the tool and coordinate with all stakeholders - where the role is in the bid/requested/approved. Standardised processes and procedures are used for efficient and prompt handling of changes. All changes to service assets and configuration items are recorded in the Configuration Management Database (CMDB).

What you’ll be doing

•To apply a structured methodology and lead change management activities.
•Assess the change impact.
•Owns the change ticket from the time it is raised through closure.
•Complete change management assessments.
•Create change management strategy.
•Identify, analyse, and prepare risk mitigation tactics.
•Identify and manage anticipated resistance.
•Consult and coach project teams.
•Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan.
•Validate the end user impact and precautions to manage the worst-case scenario if happening with a proper back out plan.
•Acting as point of escalation for day-to-day schedule slips as required to bring the change back to schedule.
•Concluding Change meeting(s), where affected parties as notified those changes are schedule, approved, rejected, etc.
•Reviewing failed and cancelled changes to identify the cause for the failure or cancellation to ensure that no outstanding issues exist that require additional attention and ensuring that those issues are resolved/addressed by the appropriate individuals.
•Ensuring required business and technical assessment information are updated.
•Ensuring all documents required for getting a Change fully approved, are updated in the change. Similarly, for the successful closure of the Change.
•Communicating indecencies and deficiencies related to the process to the process owner.
•Monitor that change records are closed within criteria.
•Monitor those problems encountered during the implementation of a change are properly documented in the change records.

The skills you’ll need

Complaint ManagementIT Service DeliveryIssue ResolutionProblem SolvingCustomer ExperienceCommercial AcumenData AnalysisFeedback ManagementData ManagementTechnical SupportTechnical ReportingEscalation ManagementBusiness Process ImprovementDecision MakingGrowth MindsetQuality AssuranceInclusive LeadershipITIL 4 (Information Technology Infrastructure Library)

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.