Service Change Manager

Date: 22-Jun-2022

Location: Chesterfield, GB, S49 1HQ

Company: Royal Mail Group

Job reference number 271021


Service Change Manager


Full time


Chesterfield/Sheffield, Hybrid


Job title – Service Change Manager


We’re passionate about harnessing technology to deliver the best possible results for customers. The business is in an exciting period of transformation and making the most of resources and innovation is fundamental to evolving and delivering the best possible service across the UK and Europe. With a proud history of serving the UK, Royal Mail has been able to thrive by continuously adapting and adopting the most advanced tech. At Royal Mail Technology, we’re playing an exciting role in taking the next steps. 


With so much growth in parcels and e-commerce, we have a vision for the future, and we need talented and ambitious people, like you, to help us get there. We know how to support businesses and communities - and we need to be agile to achieve our goals. We’re focusing on investing in the technology, processes and people that are going to help us achieve great things together. By joining us, you will be driving meaningful change, pushing forward our transformation to become a more agile and customer focused team. We face new challenges every day. But we overcome them together, which brings incredible satisfaction and reward as we deliver more innovation, products and essential services for millions of customers across the UK and worldwide.


Job Purpose


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


In this role, your key accountabilities will be:


  • Maintain the daily and long term forward schedule of changes for a portfolio of suppliers or services
  • Review and assess changes for portfolio area to ensure changes will not have a negative impact on the operational IT services or the steady-state IT environment
  • Support colleagues in meetings with the Suppliers where the forward schedule of changes is discussed by ensuring the correct documentation is accurate and accessible. 
  • Ensure the operational effectiveness of the Change Management processes as executed by the Suppliers
  • Support the Change Advisory Boards (CAB) & eCABs as required
  • Support the resolution of change conflict
  • Conduct process reviews on behalf of the Change Management Team to ensure that rules are adhered to and that all minutes and change documentation is created, stored and maintained.
  • Analyse performance data to demonstrate the operational effectiveness of the Change Management processes as executed by the Suppliers.
  • Produce supplier performance & MI reports for the Change Management Team


Qualifications and experience required:


  • Experience of ‘adding value’ to Projects and Releases to maximise throughput through the Change Management process 
  • Strong experience of building relationships with Service Managers, project managers and suppliers etc
  • Excellent knowledge of  IT Change related risk and impact assessment - approx. 1400 changes a month across multiple Projects & Platforms within RMG.
  • Experience chairing cabs and managing vendors and suppliers
  • Experience using ServiceNow is preferred but other service management tools considered
  • Demonstrate good understanding and experience of Change Management 
  • ITIL Knowledge and Experience
  • Must be able to work with the technical staff from the Suppliers on a day-day basis
  • Strong analytical capabilities
  • Possess excellent interpersonal skills



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 2021 for a 8th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all our job applicants. 


We are happy to support flexible working and would welcome having a conversation with you about how we could support your needs.



For more information on Royal Mail Group click here


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