Change Professional

Why this job matters

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

Working with the Platform, Operational teams  and In country suppliers we ensure changes are successfully deployed into the networks to fix faults, add capacity, and deliver new functionality, features, products and services. Also working with the customer-facing teams, we ensure all impacted customers are notified within the correct Service-level agreement, and deal effectively with escalations. 

What you’ll be doing

Support the UK core Network Change Process, check quality and contents aligns with process documentation.
Manage Change approvals and where necessary instigate customer notifications
Manage customer escalations and queries, and where necessary escalate to the Service Professional.
Support Change Embargoes.
Understanding of the UK Core Networks, exchanges and wider engineering is desirable, but not essential.
Manage workflow for the duties on a daily basis.  
Be conversant with Microsoft office such as Excel and Outlook.
Ensure the Planned Works Policy and Network Activity Policy are adhered to.
Respond to escalations and queries in a timely and professional manner
Understand the linkage between measures and customers and the business
Play an active part in team meetings/huddles and support the wider team with help and advice when duties allow.
Create and maintain written work instructions
Good written and verbal communication skills.
Produce statistics of change performance
Identify performance improvements and manage improvement initiatives
Flexible approach and mindset that embraces organisational and business change, supporting new initiatives.

Skills

Change Management
ITIL
Customer champion
Collaborative partner
Change agent

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.

Benefits

Competitive salary
25 days annual leave (plus bank holidays)
10% on target bonus
Life Assurance
Pension scheme
Direct share scheme
Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
50% off EE mobile pay monthly or SIM only plans
Exclusive colleague discounts on our latest and greatest BT broadband packages
BT TV with TNT Sports and NOW Entertainment
30% discount for friends and family on EE mobile pay monthly and SIM only plans