Global CS PMO & Change Manager

Just Eat Takeaway.com; Sunderland; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading global food delivery company is seeking a Senior Global Change & PMO Manager to drive change initiatives and operational excellence. This dynamic role involves leading cross-functional teams in executing complex programs while managing stakeholder relationships and ensuring governance structures. The ideal candidate has extensive experience in change management, budget oversight, and strategic planning, with a strong ability to influence senior executives. This position offers a hybrid working model, fostering a culture of growth and inclusion.

Qualifications

• Extensive experience in delivering complex programmes and change management.
• Proven leadership in cross-functional programmes from strategy to execution.
• Expertise in portfolio governance and budget management.

Responsibilities

• Lead global change strategy and prioritisation.
• Establish governance processes for decision-making.
• Drive the implementation of changes across teams.

Skills

Complex programme delivery

Change management

Stakeholder management

Budget management

Agile methodologies

Tools

JIRA

Slack

Miro

Job description

Overview

Closing Date : 10 / 12 / 25

Location : Amsterdam, London or Sunderland - Hybrid- 3 days a week from your local office & 2 days working from home

Ready for a challenge?

Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About this role

This is a brilliant opportunity to drive global change, strategic portfolio management, and operational excellence within Just Eat Takeaway\'s (JET) Customer Service function. As we scale our world-class customer service operation, we need a leader who can strategically manage change, optimise delivery frameworks, and ensure alignment across Product, Tech, Data, and Operations teams.

As a Senior Global Change & PMO Manager, you will play a critical role in shaping and executing our change and portfolio strategy, ensuring structured governance, effective benefit realization, and seamless implementation of key initiatives. You will lead large-scale, cross-functional programs, working with senior stakeholders to enhance efficiency, scalability, and business impact.

This role requires a strategic thinker, a strong communicator, and a hands-on leader who can balance high-level strategic planning with operational execution. The portfolio is vast, complex, and evolving—making this a challenging yet rewarding opportunity to influence JET’s global CS transformation.

Key components of the position

• Lead Global Change Strategy & Prioritisation: Direct the global change strategy, aligning all initiatives with strategic priorities and leading the prioritisation of programmes to maximise business impact.
• Establish Robust Governance & Processes: Oversee the change intake process and develop portfolio governance structures to ensure structured decision-making, risk mitigation, and effective resource management.
• Drive Seamless Programme Implementation: Ensure the successful implementation of technology, product, and operational changes across global teams by driving strategic planning and delivery roadmaps.
• Manage Senior Stakeholder Relationships & Communication: Build strong relationships and influence across leadership levels, ensuring transparent communication, alignment, and support for all change initiatives.
• Oversee Performance Tracking & Reporting: Track and report on programme benefits, KPIs, and budget impact, ensuring clear visibility of progress and value realisation for all stakeholders.
• Manage Risks & Drive Continuous Improvement: Proactively manage risks, dependencies, and blockers to keep programmes on track, while identifying opportunities to optimise processes and governance.
• Lead & Develop a High-Performing Global Team: Cultivate a culture of excellence, accountability, and collaboration while leading and developing a global change team to deliver outstanding results.

What will you bring to the team?

• Proven extensive experience delivering complex programmes and change management initiatives within fast-paced digital, eCommerce, or operational environments.
• Proven track record of leading large-scale, cross-functional programmes from initial strategy and planning through to successful execution across multiple markets.
• Expertise in portfolio governance, including budget management for projects with significant financial impact, KPI tracking, benefits realisation, and robust risk and compliance management.
• Exceptional stakeholder management and influencing skills, with experience presenting to board-level executives and engaging diverse, cross-functional teams.
• Commercially astute and strategic thinker with a demonstrable history of driving cost-saving initiatives and measurable operational efficiencies.
• Proficient in leveraging programme management frameworks (Agile, Waterfall, Hybrid) and tools such as JIRA, Slack, and Miro, especially when collaborating with product and tech teams.
• Highly adaptable with a problem-solving mindset to navigate ambiguity and changing priorities, with preferred experience in customer service or contact centre environments.

At JET, this is on the menu

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.

Inclusion, Diversity & Belonging