Service Change Manager

Date: 02-May-2019

Location: Chesterfield, GB, S49 1HQ

Company: Royal Mail Group

Job reference number 105116

Service Change Manager

Full time


Rowland Hill House


Not many companies can say they’ve been around for 500 years and were founded by Henry VIII, but we can. Royal Mail is the UK’s designated Universal Postal Service Provider, supporting customers, businesses and communities around the country. We are the only postal company to provide a one-price-goes-anywhere, six days a week service to more than 29 million addresses across the UK.


It is an exciting time to join Royal Mail. We’re a FTSE 250 company, we generated revenue of £10.2 billion in 2017-18. On top of this, we have recently undertaken an extensive review and transformation of the Technology function, one of the largest IT transformation programmes across the UK. With this transformation now complete, there is significant potential for growth and success.


Digital is now at the heart of our business and drives our vision of enabling smarter working - from Front Line colleagues through to Head Office. At the same time we strive to deliver innovative products and services through a world class customer experience.


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.

We are an inclusive employer with equality, diversity and fairness at the heart of our values.  We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.



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


Closing Date: 10/06/2019. 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

Find similar jobs: