Manager, Operational Change Management & Governance

The Manager, Operational Change Management & Governance is responsible for leading the Bluebird Fiber operational change management function supporting network, infrastructure, and customer-impacting maintenance activities. This role oversees operational governance, change coordination, risk mitigation, customer communications, and process compliance to ensure maintenance activities are executed with minimal operational and customer impact.

The manager leads a team responsible for coordinating and governing change activities across multiple operational and engineering organizations while driving operational consistency, SLA protection, and continuous process improvement.

This role serves as a key operational partner to Network Operations, Engineering, Service Delivery, IT, Field Operations, and executive leadership., Operational Governance:

• Lead the enterprise operational change management function
• Ensure adherence to change management policies, standards and operational procedures
• Oversee governance of maintenance activities across network and service environments
• Ensure operational readiness, risk validation, and implementation quality controls are consistently applied.
• Drive standardization of change management processes across multiple operational teams

Change Coordination & Risk Management:

• Oversee coordination of planned maintenance & operational changes
• Ensure accurate impact assessments, rollback plans & customer communication plans are completed
• Manage operational risk associated with customer-impacting changes
• Lead deconfliction efforts for overlapping maintenance activities
• Ensure high-risk changes receive appropriate operational review & executive visibility
• Act as escalation point during critical maintenance activities & operational events

CAB Leadership:

• Lead Change Advisory Board (CAB) processes & governance
• Facilitate cross-functional operational alignment and maintenance prioritization
• Ensure appropriate stakeholder participation and accountability during CAB reviews
• Drive improvements to CAB effectiveness and operational maturity

Customer & Executive Communications:

• Ensure timely and accurate maintenance notifications to internal and external customers
• Oversee executive communication processes for high-impact operational activities
• Ensure operational transparency during planned maintenance events
• Partner with customer-facing organizations to improve customer experience during operational activities

Process Improvement & Operational Excellence:

• Drive continuous improvement initiatives focused on operational efficiency and risk reduction
• Identify automation opportunities within change governance and communication workflows
• Develop and maintain KPI, SLA and operational reporting frameworks
• Analyze change-related trends, operational impacts and process gaps
• Support enterprise operational transformation intiatives

Leadership & Team Development:

• Lead, mentor, and develop Operational Change Management analysts across all levels
• Establish performance expectations, operational metrics and development plans
• Foster a culture of accountability, operational excellence, collaboration and continuous improvement
• Support workforce planning and organizational scalability initiatives.

Do you have experience in Team development?, Do you have a Bachelor’s degree?, * Bachelor’s degree in a related field or equivalent operational leadership

• 8-12+ years of experience in telecommunications, network operations, IT operations, service assurance, or operational governance.
• 3-5+ years of leadership or management experience preferred
• Experience supporting enterprise or carrier-scale operational environments.
• Strong background in operational changes management, incident management, or service operations
• Strong leadership and team development capabilities
• Deep understanding of operational change management principles
• Experience managing customer-impacting operational activities
• Strong operational risk assessment and mitigation capabilities
• Excellent executive communication and stakeholder management skills
• Ability to manage cross-functional operational coordination
• Strong analytical, organizational and decision-making skills
• Experience developing KPI’s, dashboards and operational reporting, * ITIL certification preferred
• PMP certification preferred
• Telecom carrier or enterprise network operations experience strongly preferred
• Experience with operational transformation initiatives
• Familiarity with NOC, Service assurance and Service Delivery operations

Bluebird Fiber is a premier fiber telecommunications provider of internet, data transport, and other services to carriers, businesses, schools, hospitals, and other enterprises in the Midwest. To learn more, please visit bluebirdfiber.com.