Change Management - Senior Associate

Job Description

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Why this job matters

The role comprises to manage Change requests through okay customer process, follow to required quality, lead time and restriction measures.

1.The purpose of ITIL Change Management process is to ensure that:

1. Standardised processes and procedures are used for efficient and prompt handling of changes.
2. All changes to service assets and configuration items are recorded in the Configuration Management Database (CMDB).
3.Overall business risk is minimised.

1.2 The goals of ITIL Change Management

1. Support the customer’s services during any changes driven by business requirements, while maximizing value and reducing incidents, outages, or re-work.
2. Respond to customer service requests and business or supplier-driven changes that will align the services with the stated needs.

The overall objective of the Change Management - Senior Associate is to lead and manage network changes into the BT systems/customer system (if required) after the consent of customer and BT internal teams. The role relates to regulating all changes applied to the network, change management process compliance, there must be no exceptions. CAB approvals, queue management.

What you’ll be doing

Key Responsibility:

•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 looked into deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan.
•Formalize 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.
•Proficient working with various operating systems

The skills you’ll need

Complaint ManagementIT Service DeliveryIssue ResolutionProblem SolvingCustomer ExperienceCommercial AcumenData AnalysisFeedback ManagementData ManagementTechnical SupportTechnical ReportingEscalation ManagementBusiness Process ImprovementDecision MakingGrowth MindsetQuality AssuranceInclusive Leadership

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.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.