Change Management Lead

We are seeking an experienced IT Change Manager to lead and mature a Change Management capability project, ensuring that changes across our technology estate are delivered in a controlled, efficient, and risk-managed manner.

This is a pivotal role within the IT Service Management function, responsible for governing all changes to the live operational environment whilst enabling innovation, transformation, and continuous improvement across the organisation.

You will act as the organisational subject matter expert for Change Management, driving ITIL best practice, coordinating stakeholders across technical and business teams, and ensuring that change activity supports service stability, operational excellence, and strategic objectives.

As IT Change Manager, you will have ownership of the Change Management framework, ensuring robust governance across a complex, multi-site and multi-supplier technology environment.

You will be responsible for managing the end-to-end lifecycle of technology changes, chairing Change Advisory Boards, maintaining the Forward Schedule of Change, monitoring risk, and driving continual service improvement initiatives., * Own, develop and continuously improve the Change Management framework in line with ITIL best practice.

• Act as the central point of coordination for changes across the live production environment.
• Review, assess, prioritise and authorise Requests for Change (RFCs), ensuring risks and impacts are fully understood.
• Chair and facilitate Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings.
• Maintain and manage the Forward Schedule of Change (FSC), ensuring visibility of planned activities and dependencies.
• Coordinate change planning, testing, implementation and review activities with project teams, technical teams, service owners and third-party suppliers.
• Monitor change performance, success rates, service impact, risks and trends, producing reports and recommendations for senior stakeholders.
• Lead post-implementation reviews for failed, backed-out and high-risk changes, driving lessons learned and service improvement actions.
• Ensure compliance with governance processes and identify unauthorised changes across the technology estate.
• Provide expert advice, coaching and guidance on Change Management practices to colleagues across the organisation.
• Support wider IT Service Management (ITSM) initiatives and continual service improvement programmes.

You will be an experienced IT Service Management professional with a strong understanding of Change Management governance, stakeholder engagement, and service stability.

You will have the confidence to challenge where necessary, the ability to influence senior stakeholders, and a passion for driving process improvement in a fast-paced technology environment. Essential Skills & Experience

• Significant experience in an IT Change Management or IT Service Management role.
• Strong understanding of ITIL Change Enablement / Change Management principles and best practice.
• Experience managing Change Advisory Boards (CAB) and governance forums.
• Proven experience assessing risk and coordinating complex change activity across technical teams.
• Experience maintaining and managing Forward Schedules of Change (FSC).
• Strong stakeholder management and relationship-building skills.
• Excellent communication and facilitation skills, with the ability to engage both technical and non-technical audiences.
• Experience producing management information, KPIs and service reporting.
• Strong analytical, organisational and problem-solving abilities.
• Experience working with third-party suppliers and outsourced service providers.

Desirable Experience

• ITIL Foundation, Practitioner, Managing Professional or equivalent certification.
• Experience working within enterprise-scale or multi-site environments.
• Knowledge of Service Management platforms such as ServiceNow, Freshservice, Ivanti, Jira Service Management or similar.
• Experience driving continual service improvement initiatives.
• Understanding of Release Management, Configuration Management and IT Operations processes.