The Change Management Senior Associate plays a key role within the Global Change Management Centre of Excellence, ensuring changes to live customer environments are properly assessed, authorised, communicated and implemented with minimal risk.
This role supports BT’s commitment to reliable services by governing change activity throughout its lifecycle, coordinating with technical teams, customers, suppliers and stakeholders, and ensuring compliance with ITIL best practice. The role contributes directly to service stability, risk reduction, customer experience and operational excellence.
• Manage change requests throughout the complete change lifecycle.
• Review and validate Requests for Change (RFCs), including impact assessment, testing evidence, implementation plan and rollback plan.
• Ensure all changes comply with BT policies, customer requirements and ITIL best practice.
• Coordinate approvals through internal and external Change Advisory Boards (CABs).
• Chair CAB meetings and facilitate informed decisions where required.
• Assess risks associated with planned, standard, expedited and emergency changes.
• Work with internal teams, customers, suppliers and project stakeholders to support smooth change implementation.
• Maintain accurate and up-to-date change records and supporting documentation.
• Monitor scheduled change activity and follow up with delivery teams before, during and after implementation.
• Support post-implementation reviews for failed or unsuccessful changes.
• Ensure customer communication and validation activity is completed after implementation.
• Produce operational and management reports to support service governance and performance review.
• Help prevent unauthorised changes and promote strong governance controls across customer environments.
• Support continuous improvement initiatives that improve service stability and change success rates.
• Collaborate across teams to deliver a consistent customer experience.
• 4 to 7 years of professional experience, including at least 3 years in Change Management.
• Strong understanding of ITIL Change Enablement / Change Management practices.
• ITIL Foundation certification, preferably ITIL v4.
• Experience in large-scale IT, telecommunications, managed services or infrastructure environments.
• Knowledge of network, security, cloud and enterprise technology environments.
• Strong stakeholder management and customer engagement skills.
• Previous experience chairing CAB meetings.
• Exposure to customer infrastructure services and telecom environments.
• Team leadership or mentoring experience.
• Knowledge of planned maintenance governance and third-party supplier management.
• Understanding of Agile governance practices.
• Knowledge of an additional European language, such as German, French or Swedish.
At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.
