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 Youll Be Doing

1 - Assists the resolution of Sale Operation processes and service issues by liaising with different teams, and communicating key information to other stakeholders as required.

2 - Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.

3 - Develops and maintains relationships with suppliers, customers and internal stakeholders.
 Collates data in order to assist with accurate and timely reporting and related insights in respect of key performance metrics.
 Contributes to the Service Operations initiatives and ensures that services are aligned to the client's business requirements.
 Assists the implementation of tactical strategies and improvement plans for Sales Operations.
 Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
 Assists in the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

The Skills Youll Need

Information Management

Communication

Technology Implementation

Continuous Improvement

Problem Solving

Service Level Agreement Management

IT Operations

Cloud Computing

Customer Relationship Management

Technical Support

Incident Management

Escalation Management

Decision Making

Project/Programme Management

Growth Mindset

Quality Assurance

Inclusive Leadership

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.

About Us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. We embed diversity and inclusion into everything that we do. Its fundamental to our purpose: we connect for good.

We all stick to the same values: Personal, Simple, and Brilliant. From day one, youll get stuck in to tough challenges, pitch in with ideas, make things happen. But you wont be alone: well be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if youre a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT 

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.,