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Change Professional

Posted: 19 Jan 2022 Closes: 2 Feb 2022
Ipswich, United Kingdom Competitive with great benefits
Permanent & Full-time BT_172251

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Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we've got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you're welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working here. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team's deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you'll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

It is critical to control and manage the International Networks Change Management process, to help deliver stability, capacity and services to our customers and ultimately, to deliver consistent excellent customer service.

The primary objective of Change Management is to have effective controls in place around how, when, and why changes are made to the International Networks.

Applying control delivers minimal risk of any unplanned customer impact. To limit the risk of any change by governing the change process.

The Change professional role supports our wider Change community with education and guidance and must have the confidence to have challenging conversations with everyone including suppliers whilst maintaining good working relations and protecting the wider customer experience.

Working with the teams within the organisation and our in country suppliers the Change Professional role will ensure changes are successfully deployed into the networks to fix faults, add capacity, and deliver new functionality, features, products and services. Working with the customer-facing teams, we ensure all impacted customers are notified within the correct Service-level agreement, and deal effectively with escalations.

It is also vital that we constantly look to improve the way we work by using continuous improvement tools and techniques.

You'll have the following responsibilities

Own the International Change Management Process.

Manage the team for International Change Management.

Chair and manage change control boards (CAB's) including sending daily CAB reports.

Own reporting of statistics, KPI, and data for the Change control boards (CAB's) to support goals and measures.

Own failed changes and understand root cause and identify mitigations to avoid repeat failures. Working with Problem and Supplier Management to track and manage Post Incident Reports.

Be first escalation point for Change Escalations/Emergency requests. Arbitrate and co-ordinate responses in a timely manner to the satisfaction of the wider impacted customer base, written in the One Voice BT style.

Manage communications with the other In-Country support units, other network, Vendor and service suppliers.

Own and maintain the Planned Works Process and Network Activity Policy ensuring they are adhered to by all parties.

You'll have the following skills & experience

Manage and lead a team, supporting and coaching them for performance, previous experience not essential.

Manage customer escalations and negotiations with suppliers via supplier management.

Knowledge and experience in Excel with the ability to manage and develop Macros in support of clash and contention checking for the daily CAB's.

It is desirable but not essential to have a general understanding of the International networks, the wider Change process and the supporting change systems.

It would be good to have an understanding of the key ITIL disciplines with particular emphasis on change management but also incident and problem but not essential as online training is available.

Use Continuous Improvement techniques to identify and support process efficiencies and ensure all activities add value to the business.

Benefits

Competitive salary +10% Bonus.

25 days' annual leave (excluding bank holidays).

Pension (5% you 10% BT) and Share options available.

Flexible benefits to fit around you (Your Rewards).

Discounted mobile phone up-to 50% off plans.

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
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