Service Change Manager

Date: 28-Jul-2019

Location: Chesterfield, GB, S49 1HQ

Company: Royal Mail Group

Job reference number 105116

Service Change Manager

Full time


Rowland Hill House


Job Purpose:

The Change Manager represents Royal Mail Group in the Change and Release Management processes, ensuring that these  processes are executed effectively across RMG and that the impact on the business is minimised.


Key Accountabilities:

  • Own the forward schedule of changes and the release calendar for a portfolio of suppliers or services
  • Own the Change Calendar and ensure that there is agreement on how changes will be implemented
  • Ensure the operational effectiveness of the Change- and Release Management processes as executed by the Suppliers
  • Ensure that changes will not have a negative impact on the operational IT services or the steady-state IT environment
  • Approve plans for Level 1, Level 2 and emergency changes, as well as material changes to services impacting the security levels
  • Represent the Service Delivery function in meetings with the Suppliers where the forward schedule of change and releases  are discussed
  • Chair Change Advisory Boards (CAB) & eCABs as required
  • Maintain Release Management policies and sign off major release plans
  • Resolve disputes if IT delivery teams disagree about changes and releases
  • Review Supplier change management performance
  • Manage escalations and mediation of conflicts in Change planning at a Supplier and Business Level
  • Establish change management rules, standards and ensure compliance.


Reports to: Senior Service Change Manager


Key dimensions: 

  • Delivering key components for the change- and release management processes.
  • Wide understanding of  IT, IS and IT Service delivery, obtained in a large scale, multi-vendor support organisation


Key competencies:

  • Have strong analytical capabilities and excellent communication skills
  • Have significant experience with the change- and release management processes
  • Must be able to work with the technical staff from the Suppliers on a day-day basis.

About Royal Mail:

The Royal Mail Technology team is passionate about delivering high-quality products and outstanding digital experiences to our customers. Technology is instrumental in helping us achieve our objective to be recognised as the best delivery company in the UK and across Europe.

With a workforce of 150,000, our core network handles c.16 billion letters and c.1 billion parcels a year, delivering to more than 29 million addresses, 6 days a week. Our technology therefore needs to operate at scale. As a data driven business, with the largest PDA estate in the country, our systems need to handle more than 60m scan events and 1.4bn data points per day.

Royal Mail is committed to building an internal development and testing capability, driving digital innovation across the business enabling our business to transform at pace. You will be working for a brand that’s a household name and a critical part of the UK’s infrastructure.

Our technology vision is to “Enable, Digitise, Realise”:

Enable - Create environments where open conversations are the norm and where teams work alongside each other to complement skills.

- Digitise - Utilise Technology to support the business. Making Technology thinking integral to the business. Increase the level of automation and implement connected systems.

- Realise - Invest in technology and keep taking all opportunities to consolidate systems. Focus on removing complexity within our systems and enable our cost base to decrease.

We are fully embracing Agile and DevOps, and using tools such as Alexa, Azure and Google Cloud, Chatbot, Microsoft .NET Core, Angular and mobile apps.  

Our priorities include:

- Our postmen/women use 80,000 Android mobile devices and we are continuing to roll out new Apps all the time to help them to deliver a first class customer service.

- International business is one of our fastest growing areas - our IT systems have to integrate with IT systems in over 200 different territories in order for customers to track their parcels around the world.

- Continuously expanding our services to our customers, utilising predictive analytics and personalised services.

- Transforming our customer’s digital journey’s through our website which is in the top 50 most visited UK websites – with 300m visits per annum, from 100m devices, resulting in 1bn page views, with 9.2m registered users, 20m unique visitors per month, and peaking at 7m visits per day during the Christmas peak.

We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2019 for a 6th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.

So if you’re interested in joining our team of passionate, motivated individuals, determined to shape the future of the parcels industry, then contact us to find out more about this opportunity and be part of our digital and agile transformation.



For more information on Royal Mail Group and our Values please click on the link (


Closing Date: 03/09/2019. Please note, this advert may close early if the appropriate number of applications has been reached.


Job Segment: Change Management, Service Manager, Manager, Management, Customer Service

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