Change Management Professional

Location

Kolkatta | India

Job description

Why BT

We've always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world's first telecommunications company. At our heart we're a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe, and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation, and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we'll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that's you and what you're looking for, we'd love you to be part of our future.

About the role:

This role is a key part of the Change Management Team, which provides a Change management service for a Banking and Financial customer. The aim of the team is to drive down the overall cost of the Change Management service while delivering best in class change management service whilst working in accordance with the ISO20000 standard.

Your role is to own and be accountable in providing an excellent end-to-end, day-to-day operation of Change management.

You will achieve this by being the main point of contact for Change Management for your supported contracts, ensuring that changes are managed effectively and are progressed in line with contractual obligations and in a timely manner.

You will interact and engage with Customer, Suppliers and BT Operational Support and Service Management teams at all levels both technical and managerial to drive progression of the change management related activities.

Key Responsibilities:

As the Change Management Professional, you will

• You will be managing any assigned contract/ contracts individually (As applicable).
• Receiving Change Request and ensuring that they are properly recorded in the Change Management tool.
• Analysing and prioritizing the Change Requests.
• Assure that risk and impact are performed and documented.
• Assure that mandatory information is uploaded in the tool (e.g.: pre/post checks evidence, tests executed after the change, CAB approval).
• Prepare related documentation for CABs.
• Identifying the correct CAB members depending on the changes to be assessed.
• Managing the Change Schedule according to CAB definitions.
• Communicate the change schedules (approved/planned Change Requests / Planned Works) with the customer and all other involved/related parties, including 3rd party suppliers.
• To ensure roll-back procedures are incorporated in the CR's.
• Reviewing and closing CR.
• Review completed/failed changes and make improvement recommendations (PIR process).
• Maintain CMDB updated for changes on the network.

Drive CSI over the CM process

• Drive Continuous Service and process Improvement (CSI).
• Reduce number of incident and problems associated with changes.
• Increase the rate of first attempt successful changes.
• Ability to develop procedures for automating repetitive tasks.
• Identify resistance and performance gaps, and work to develop and implement corrective actions.

Customers

• Have a clear understanding of the customers business ad their communications needs and priorities.
• Be fully aware of the need to always safeguard sensitive customer information.
• Responsible for keeping customers counterparts informed with Change updates both written and verbal to maintain excellent customer relations (which may involve high levels of diplomacy)
• Strive to improve levels of customer service through enhanced engagement and interaction.
• Responsible for owning and finding resolutions for appropriate customer escalations.

Documentation

• Identify opportunities, share and suggest inputs to CSI/Business Improvement/RPA teams or any other service improvement team for automation of reports, streamlining of processes and any other improvements to reduce costs/time and effort.
• Challenge the benefits and value of reports, if no true outcomes are being seen, are they fit for purpose and required.

Reporting

• Production and publish of Change Trackers to distributed audience as appropriate.
• Issue of minutes from meetings held, with associated actions and tasks assigned.
• Production of monthly reports as required for either customers and/or BT internal review.
• Provide weekly updates of highs, lows, issues as appropriate for senior management awareness.
• Relationships
• Responsible for attending and/or arranging and chairing meetings where a relevant Change management presence is required.
• Work closely with the operations and service management teams to build, maintain a good relationships and co-operation and collaboration in delivering the service for the benefit of the customer and BT.
• Ensure appropriate stakeholders are regularly updated on Change progress.
• Accountable for ensuring that the appropriate training and information is provided to ensure service is sustained -

Training & Coaching

• Accountable and responsible for training a deputy to cover for periods of absence and agreeing peer cover with proper handover.
• Support, coach, mentor other members of the Change management team in the development, support and management of their respective contracts and Change management.
• Take ownership to complete necessary training and achieve appropriate accreditation, for example ITIL V3/V4 foundation.
• All mandatory training will be completed on-time.

Qualifications:

• Qualified to Bachelor/B.E or B.Tech education level, or equivalent professional qualifications or experience;
• ITIL v3/v4 Foundation mandatory. ITIL v4 (intermediate and expert desirable).
• Technical knowledge across the core supported applications base including MS Office via Academy Learning
• Excel Advanced User (desirable)
• Microsoft Data Analytical courses (Desirable)
• Working knowledge of LAN/WAN Protocols.

Skills/Knowledge and Experience:

• Working experience of 7-10 Years in IT domain and 5+ years specifically in ITIL domain (Desirable).
• You will have practical experience of Change process management.
• You will possess foundation accreditation in ITIL disciplines.
• You will have a good understanding of ITIL Change Management.
• You will have practical experience of continuous improvement.
• You will have a good understanding of statistical and analytical principles with a methodical eye for detail.
• You will possess good inter-personal skills for written, oral and face to face communications.
• You will possess skills in influencing, negotiation techniques.
• You will have excellent leadership skills in team building and motivation.
• You will demonstrate excellent CAB handling skills.
• You will be resourceful - utilise all tools, expertise, and knowledge bases to investigate and resolve problems.
• You will have a 'Can-do-attitude'.
• Must have proven ability to apply relationship management skills and to be able to build client and stakeholder relationships.
• You will approach problem solving with an open mind and explore all possibilities in any given scenario.
• You will have as a minimum-security clearance (and/or is prepared to apply for security vetting as appropriate)

Behaviour:

• Act as a role model, keeping it simple, personal, and brilliant.
• Be fully aware of the need to always safeguard sensitive customer information.
• Act in a totally professional and responsible manner at all times, be an ambassador for BT.
• Provide coaching, mentoring and offer support and guidance to peers and colleagues both new to the team and those still learning and developing their Change management skills.
• Flexibility and adapt to business demand in order for the business to function efficiently, undertake duties not specifically referable to your particular position. You will be expected to co-operate with any reasonable request.

Unique Benefits of Being a BT Employee:

• Insurance Benefits for family. Unique plans for Parental cover are also available.
• Flexi benefits such as Car Lease, Meal Coupons etc
• Inhouse Doctor, Gymnasium and healthy subsidized meals to keep a check on your health.
• An all-inclusive environment for all
• Cab facility for employees
• Special instantiates for expecting mothers and Women Safety
• Unique Programs for Women joining after Career Break
• Creche benefit for all parents.
• Mental Wellbeing Programs
• In premise Quiet rooms to relax
• Career progression in BT Security and across BT with our Upskilling & leadership Programs

Job tags

Salary