Change Management - Senior Associate

Why this job matters

Change Management- Sr. Associate

Supports the operational effectiveness of support services and maintains 
contractual and delivery documentation with accuracy and keeping details up to 
date. 
Owns the change Request for its lifecycle end to end. 
Has autonomy over the Agile Governance of the change Request. 
Follows ITIL latest framework. 
Dealing variety of queries from all levels of management within BT Group. 
CM should act as change control board and Agile governance techniques. 
Liaise with the other teams within BT to ensure the correct ownership of 
customers on the system. 
Coordinate with other departments across BT to arrange access into customer 
premises for BT engineers. 
Should be able to work on BT and customer tools. 
Ensure operational procedures are in place, maintained and followed as 
appropriate. 
Validate the RFC form with Build, Test, impact assessment and Roll back plan. 
Pre-Check all the supporting document and seek technical validation. 
internally with Marker Unit members and Project Teams & the Customer. 
Should be able to provide reporting requirements. 
Should adhere to delivery RFT. 
Prevent any un-authorised activity in the environment. 
Communicate and coordinate with concerned parties. 
Get PIR done on all failed change, review all upcoming changes requesters. 
Keep change record up to date with the most recent status possible. 
Follow up with PM & Respective teams (day of change). 
Follow up with customer/requester after the completion of change. 
Ask customer to test the change and provide UAT. 

What you’ll be doing

1. Assists in the service delivery activities to ensure milestones and dates are achieved against agreed time quality and cost objectives.
2. Contributes to activties in operations working with individuals who are a key customer contact point, ensuring an effective end-to-end service relationship during service lifecycles.
3. Collates information and recommendations in order to support service review meetings and joint escalation calls with suppliers and support groups.
4. Supports the implementation of resolution plans for incidents and problems according to pre-specified SLAs (service level agreement).
5. Assists in measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers' orders.
6. Gathers and presents data and insights regarding the performance of different suppliers and support groups, and adherence to the contract.
7. Assists with performance evaluation and reporting processes, and the identification of customer ticket trends in order to understand the customer's pain points, supporting in the delivery of actions to improve customer satisfaction.
8. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
9. Contributes to processes aligned with the group including change management, service governance and assurance, risk and data management.

The skills you’ll need

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.