Change Manager/Analyst- Edinburgh

The Change Manager/Analyst will work proactively with technical and business stakeholders to improve the quality of change submissions, strengthen change planning and implementation practices, and increase organisational confidence in the Change Management process. The role will drive process compliance, support governance forums, oversee Emergency and Expedited Change processes, and ensure lessons learned from change-related incidents are captured and actioned through collaboration with Incident and Problem Management teams.

The role is accountable for promoting a culture of risk awareness, quality, accountability and continual improvement across the Change Management lifecycle.

Responsibilities

Change Management Governance

• Support the enterprise Change Management strategy and roadmap alongside the Head of Change and Configuration Management.
• Implement and support the Change Management practice across the organisation.
• Maintain and continuously improve Change Management policies, standards, controls and procedures.
• Provide governance and oversight of the end-to-end Change Management process.
• Ensure change activities are conducted in accordance with organisational policies and audit requirements.
• Identify opportunities to improve change controls, governance and service stability.
• Act as a subject matter expert for Change Management processes and best practices.
• Support Change Advisory Boards (CABs) and other governance forums.

Change Assurance and Quality Management

• Review and validate changes to ensure appropriate assessment of risk, impact and implementation approach.
• Challenge incomplete, inaccurate or poor-quality change submissions.
• Work directly with Change Owners to improve change quality and planning standards.
• Ensure appropriate testing, validation, communication and rollback plans are documented.
• Promote consistency in change risk assessment and categorisation.
• Monitor and report on change success rates, failed changes and change-related incidents.
• Identify trends and recurring causes of change failure and drive improvement initiatives.

Emergency and Expedited Change Management

• Govern Emergency and Expedited Change processes.
• Ensure emergency changes receive appropriate review, approval and documentation.
• Provide oversight and challenge of high-risk and urgent change activities.
• Conduct post-implementation reviews of emergency and expedited changes where required.
• Identify recurring emergency changes and work with stakeholders to improve planning and reduce future occurrences.
• Monitor compliance with emergency change controls and escalation procedures.

Collaboration with Problem and Incident Management

• Develop strong working relationships with Incident Management and Problem Management teams.
• Participate in investigations of change-related incidents and service disruptions.
• Support root cause analysis activities where change is identified as a contributing factor.
• Own and coordinate post-incident follow-up actions assigned to Change Management following change-related incidents.
• Ensure actions assigned through Problem Management are tracked, progressed and completed within agreed timescales.
• Drive accountability across technology teams for implementing corrective and preventative actions.
• Ensure lessons learned from incidents are embedded into Change Management processes and governance controls.

Stakeholder Management

• Build strong partnerships with:
• Incident Management
• Problem Management
• Service Management
• Configuration Management
• Asset Management
• Enterprise Architecture
• Information Security
• Risk and Compliance
• Application and Infrastructure Teams
• Delivery and Project Teams
• Promote adoption of Change Management best practices across Technology Services.
• Provide coaching and guidance to Change Owners and stakeholders.
• Influence teams to improve change quality, planning and risk management practices.

Reporting, Metrics and Compliance

• Produce management information and reporting on Change Management performance.
• Monitor key metrics including:
• Change success rate
• Failed changes
• Emergency change volumes
• Change-related incidents
• PIR completion rates
• Process compliance
• Identify trends, risks and opportunities for improvement.
• Support audit and regulatory activities relating to Change Management.
• Ensure governance and compliance reporting is accurate and timely.

• Experience supporting IT Change Management processes- Review, coordinate and manage technology changes to ensure risks, impacts and implementation plans are properly assessed and documented.
•  Strong stakeholder management skills- Build effective relationships across technology, service management, risk, security and project teams to drive successful change outcomes.
• Risk and governance awareness- Ensure change activities comply with internal policies, controls and governance standards while minimising operational risk and service disruption.
• Change reporting and analysis- Monitor change performance metrics, identify trends, investigate change failures and provide recommendations for continuous improvement.
• Collaboration with Incident and Problem Management teams- Support investigations into change-related incidents, contribute to root cause analysis activities and ensure lessons learned are embedded into future change processes.