CHM Senior Associate

About the role

The Change Management Senior Associate plays a key role within the Global Change Management Centre of Excellence, ensuring changes to live customer environments are properly assessed, authorised, communicated and implemented with minimal risk.
This role supports BT’s commitment to reliable services by governing change activity throughout its lifecycle, coordinating with technical teams, customers, suppliers and stakeholders, and ensuring compliance with ITIL best practice. The role contributes directly to service stability, risk reduction, customer experience and operational excellence.

What you’ll be doing

• Manage change requests throughout the complete change lifecycle.
• Review and validate Requests for Change (RFCs), including impact assessment, testing evidence, implementation plan and rollback plan.
• Ensure all changes comply with BT policies, customer requirements and ITIL best practice.
• Coordinate approvals through internal and external Change Advisory Boards (CABs).
• Chair CAB meetings and facilitate informed decisions where required.
• Assess risks associated with planned, standard, expedited and emergency changes.
• Work with internal teams, customers, suppliers and project stakeholders to support smooth change implementation.
• Maintain accurate and up-to-date change records and supporting documentation.
• Monitor scheduled change activity and follow up with delivery teams before, during and after implementation.
• Support post-implementation reviews for failed or unsuccessful changes.
• Ensure customer communication and validation activity is completed after implementation.
• Produce operational and management reports to support service governance and performance review.
• Help prevent unauthorised changes and promote strong governance controls across customer environments.
• Support continuous improvement initiatives that improve service stability and change success rates.
• Collaborate across teams to deliver a consistent customer experience.

Essential Skills / Experience

• 4 to 7 years of professional experience, including at least 3 years in Change Management.
• Strong understanding of ITIL Change Enablement / Change Management practices.
• ITIL Foundation certification, preferably ITIL v4.
• Experience in large-scale IT, telecommunications, managed services or infrastructure environments.
• Knowledge of network, security, cloud and enterprise technology environments.
• Strong stakeholder management and customer engagement skills.
• Excellent verbal and written communication skills.
• Ability to assess risk and make informed governance decisions.
• Experience using service management and workflow tools.
• Strong organisation and time-management skills.
• Ability to work effectively in a fast-paced operational environment.
• Proficient in Microsoft Office tools, including Excel, PowerPoint and Word.
• Able to work across global time zones and within a 24x7 operational model.
• Strong problem-solving and decision-making skills.
• Commitment to quality, compliance and continuous improvement.

Desirable Skills / Experience

• Previous experience chairing CAB meetings.
• Exposure to customer infrastructure services and telecom environments.
• Team leadership or mentoring experience.
• Knowledge of planned maintenance governance and third-party supplier management.
• Understanding of Agile governance practices.
• Knowledge of an additional European language, such as German, French or Swedish.