This role is responsible for reducing and mitigating the risk of disruption arising from changes to products and services. It provides governance, defines change management and communication processes, and ensures that technical changes, obsolescence, product upgrades and related communications are managed consistently and effectively.
Key Responsibilities
Governance and impact assessment
Lead the Product Change Forum to review Product Change Notifications (PCNs) and change management releases, ensuring impacts are assessed and governed appropriately.
Partner with CCF to ensure high-impact product changes receive the appropriate level of visibility, prioritisation and oversight.
Stakeholder engagement and customer communications
Partner with product owners across the organisation to ensure customers receive accurate, relevant and timely information about product changes.
Work closely with technology and product management teams to integrate tools, processes and programmes into a cohesive change management approach.
Process development and implementation
Identify processes that require a formal change management framework and lead the rollout of change management for recent or evolving processes.
Apply existing change management best practices to design and implement mature, scalable and effective processes.
Establish workstreams or forums, where required, to support effective governance and ensure change management processes are embedded.
Prepare and present formal recommendations, agreements, service level agreements, implementation plans, monitoring updates and testing outcomes.
Metrics and continuous improvement
Develop and own the change management success index and compliance metrics for product changes.
Design key performance metrics and implement processes that drive continuous improvement in product change management.
Business and Sector Expertise
Experience with ServiceNow, Salesforce and Microsoft applications.
Personal Skills and Capabilities
ITIL certifica