As Senior Change Manager you will lead and be responsible for the TalkTalk Technology Change Management Team who are accountable for delivering effective levels of infrastructure change using Industry Best Practice (ITIL) with minimal impact to the business.

Taking a highly collaborative approach you will work with colleagues across TalkTalk Technology, TalkTalk Business, TalkTalk Consumer and our outsourced partners, ensuring that major changes are progressed by building comprehensive deployment plans, ensuring that associated resources are secured and actions are completed so that changes are effectively implemented. During the lifecycle of a change you will also be accountable for keeping stakeholders informed by the production of timely and meaningful communications.

You will have a strategic vision for the team, aligned to TalkTalk strategies and business planning. You will utilise and develop tooling and artefacts to deliver defined quality changes for new system enhancements, products, services, journeys or suppliers. You will have responsibilities for the performance of the team, developing capabilities to ensure that an efficient service is provided to all our internal customers, minimising disruption to both colleagues and external customers. This is a highly customer-focused role that will require you to build strong, collaborative relationships with all Technology, Service, and Customer functions as well as internal business teams and third party suppliers.

Accountabilities:

• Leadership of your teams including motivating, coaching, mentoring, and promotion of their skill sets.
• Working with your teams to ensure workloads are effectively and efficiently balanced to maximise efficiency of work allocation so that change goals are met.
• Act as a point of escalation for your teams and others across TalkTalk, working to remove blockers to aid effective delivery of change.
• Sponsor and drive through collaboration / cross functional working to support improvements.
• Develop KPIs for the function as well as dashboards and regular reports forecasting demand versus capacity across change activities.
• Maintenance and distribution of a Forward Schedule of Change and provide weekly change slides for the promotion of upcoming change.
• Identifying and implementing areas for improvement across your team, Technology, and Service by exploring opportunities for Continual Service Improvement by taking a data-driven approach to make recommendations for improvements then developing & implementing any resulting plans.
• Lead, drive and implement process and cultural change for your teams
• Participate and contribute at Change & Technology leadership team level to any ongoing business activity that will impact your teams and wider Technology activity.
• Align the cross functional change methodologies and processes as much as possible and implement quality compliance, operating within the ITIL framework.

Desired Skills:

• Strong people leadership skills
• Ensuring the level of work completed by the team and self is consistently completed to an exceptionally high standard - if a change has been unsuccessful then it is the responsibility of the change manager to instigate an investigation.
• Demonstrate an ability to work with different departments and colleagues to effectively manage Change activities, particularly where blockers exist in a timely and efficient manner.
• Able to prioritise the workloads with the team based on the impact to the wider business.
• Timely updates on the planning of Change to facilitate internal and external communications.

• Demonstrable experience working as a Senior Change Manager, preferably in a telco environment.

• Demonstrable experience of working in a complex, fast-paced IT environment.
• Deep understanding of change processes and methodologies, including ITIL.
• Promotes the use of processes and procedures to ensure consistent approach to task completion.
• Identify opportunities to continually improve processes and service quality to our customers.
• A good understanding of functional aspects of the business and requirements of end customers.

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