As an IT Specialist - Change Management at Mott MacDonald, you will own the end-to-end lifecycle of change management across a global IT environment. Based in Newcastle, UK with a hybrid working arrangement, you will play a strategic role in driving governance, managing risk, and evolving process maturity.
Requirements
Experience managing changes across multiple regions and complex organizational structures.
Strong track record in managing ITSM processes aligned with ITIL best practices.
Governance and risk assessment expertise including leading CAB meetings.
Broad technical knowledge of IT systems, infrastructure, and CMDB impact analysis.
Desirable: ITIL 4 Foundation or ServiceNow Certified System Administrator certification.
Skills & Responsibilities
Change Management: Manage the full lifecycle of the change process, ensuring ITIL alignment, strong governance, and minimal service disruption.
Risk Assessment: Assess proposed changes for technical, business, security, and compliance impacts while maintaining the Forward Schedule of Change.
ServiceNow Analytics: Define and manage actionable KPIs within ServiceNow to identify bottlenecks and drive automation.
Training & Documentation: Develop structured training plans and clear documentation to drive process adoption and stakeholder alignment.
Potential transition routes: People from IT Service Desk, Incident Manager, or Release Manager roles may bring ITSM, stakeholder communication, and process governance skills, alongside meeting experience in complex organisational structures and risk assessment requirements.
Job description
Location/s: Newcastle, UK Recruiter contact: Alice Roostan
Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.
We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.
Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.
Overview of the role
The IT Manager – Change Management reports to the IT Service Delivery Manager and serves as the IT Process Owner for the Change Management process. In this role, you will own the end‑to‑end lifecycle of change management across the IT environment. You will ensure every change is implemented under robust controls, follows a structured and standardised process, and safeguards IT environment stability while minimising risk and reducing service impact.
You will play a strategic role in strengthening governance, managing risk, and driving process maturity. Alongside this core responsibility, the role also engages proactively with business functions, project teams, and operational leaders to help them understand and use the change process confidently and correctly, providing the guidance and support needed to navigate it effectively.
Key responsibilities and duties include:
Manage the full lifecycle of the Change Management process, ensuring alignment with ITIL best practices, strong governance, and compliance with audit standards
Work collaboratively across the wider organisation, in and outside IT, to help teams understand when and how to engage the change process, ensuring they are supported, guided, and equipped to follow it effectively
Prepare, lead, and drive CAB meetings, ensuring structured governance, thorough risk evaluation, and strategic decision‑making
Drive accountability across IT and business stakeholders, ensuring ownership of change records, approvals, and risk assessments
Assess proposed changes for technical, business, security, and compliance impacts, recommending mitigation strategies to protect IT environment stability
Maintain and communicate the Forward Schedule of Change for visibility and alignment across stakeholders
Collaborate with the IT Asset and Configuration specialists to ensure accurate CI records in the CMDB for dependency mapping and impact analysis
Advance the organisation’s change governance by proactively auditing current practices, identifying improvement opportunities, and evolving the end‑to‑end process to support greater transparency, operational resilience, and readiness for future automation
Align Change Management with Release and Deployment practices, ensuring changes integrate seamlessly into DevOps and CI/CD pipelines
Lead change communications, ensuring clear, customer‑focused messaging aligned with organisational standards
Define and manage actionable KPIs within ServiceNow Platform Analytics to identify bottlenecks, uncover improvement opportunities, and drive automation initiatives
Maintain clear documentation including processes, guidelines, and work instructions to support consistent delivery
Develop and deliver structured training plans to drive adoption of the Change Management process
Research and evaluate emerging ServiceNow capabilities, including automation and GenAI, preparing requirements for future enhancements
Personal attributes:
Demonstrates ownership while fostering a solution‑oriented, delivery‑focused culture that drives accountability and improvement
Organised and proactive, prioritising effectively with urgency to deliver results
Self‑manages effectively, quickly grasping complex topics and developing actionable strategies
Analytical and process‑minded, applying ITSM frameworks and data insights to deliver outcomes and long‑term service maturity
Collaborates extensively across the organisation to ensure the Change process is an enabler of the organisations business objectives
Customer‑centric, committed to enhancing the customer experience and delivering measurable improvements
Produces clear, high‑quality documentation that communicates complex information professionally
Adaptable and resilient, embracing change while focused on achieving results
Communicates confidently, engaging stakeholders with influence and negotiation skills
Passionate about technology, continuous learning, and professional growth
Key performance indicators:
Percentage of changes implemented using approved standard change templates versus ad‑hoc requests
Mean time to complete approved changes within their planned implementation window
Percentage of changes implemented without causing incidents, rollbacks, or service disruptions
Percentage of changes executed via automated workflows versus manual intervention
Stakeholder feedback on CAB effectiveness and communication clarity
Candidate specification
Essential:
Experience managing changes across multiple regions, time zones, and complex organisational structures
Strong track record in managing ITSM processes (Change, Incident, Problem) aligned with ITIL best practices
Governance and risk assessment expertise, including leading CAB meetings, documenting decisions, and ensuring rollback planning
Broad technical knowledge of IT systems and infrastructure (servers, networks, cloud, hybrid) with practical experience in dependency mapping and CMDB impact analysis
Ability to influence and communicate effectively with technical teams, executives, and non‑technical stakeholders
Proven capability in delivering structured training and producing clear, user‑friendly documentation
Demonstrated success in evolving the Change Management process, embedding automation, and driving ITIL maturity
Experience supporting internal and external audits, ensuring compliance with organisational and regulatory standards
Desirable:
ITIL 4 Foundation or higher certification
ServiceNow Certified System Administrator (CSA) or higher
Familiarity with the Service Desk Institute (SDI) framework
Experience with ServiceNow Platform Analytics reporting capabilities
UK Immigration
Mott MacDonald Ltd. are not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is as a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.
Agile working
At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team, and personal commitments. We offer a hybrid working policy that embraces your well-being, flexibility, and trust.
Equality, diversity, and inclusion
We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.
AI Usage
At Mott MacDonald, we see the value AI can bring, but we take a people-first approach to hiring. While AI tools can help candidates prepare and build confidence, every application and hiring decision is reviewed by our recruitment and hiring teams. We encourage the responsible use of AI while ensuring we get to know the real person behind the application.
Accessibility
We want you to feel supported and able to perform at your best throughout our recruitment process. If there is anything we can do to make applying or interviewing with us more accessible, please contact us at reasonable.adjustments@mottmac.com and we'll be happy to discuss how we can help.
We offer some fantastic benefits including:
Financial wellbeing
We match employee pension contributions between 4.5% and 7%.
Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury.
Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes.
Employee Ownership
Our employee ownership model means no external investors, just us, creating a culture of shared success.
Our employees have a stake and a voice in our business, giving them a direct connection to our success through our personal and group performance bonuses.
As your career grows, so does your stake, recognising your long-term impact and contribution.
Your voice matters, with the opportunity to connect directly with senior leadership through formal channels to help shape our future.
For our senior roles you will have a direct pathway towards ownership from day one.
Health and wellbeing
Private medical insurance for all UK colleagues.
Health cash plan to support you with every day health costs and treatments.
Access to Peppy, providing free support from menopause experts for all UK colleagues.
A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family.
Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too.
Lifestyle
A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
10 days additional paid leave for Armed Forces Reservists and Cadet Force Adult Volunteers.
Holiday entitlement increased to a minimum of 35 days after 5 years’ service.
Variety of employee saving schemes and discounts from high-street retailers.
Enhanced family and carers leave
Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave.
Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay.
Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid.
We offer policies and dedicated support to help military families balance service life with career and wellbeing.
Learning and development
Primary annual professional institution subscription.
A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options.
Networks, communities, and social outcomes
Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
We are proud signatories of the Armed Forces Covenant and Gold Award holders in the MOD Employer Recognition Scheme, supported by our dedicated internal Armed Forces Network.
Make a difference within our communities through our social outcomes.
Apply now, or for more information about our application process, click here.
