ITIL Change Lead

British Airways; Hounslow; On-site; GBP 90,000 - 110,000; Full time

Job summary

British Airways is seeking an ITIL Change Lead to take ownership of Change Management processes. This role involves shaping governance practices across digital technology changes while driving improvement initiatives within a dynamic IT Operations team. Ideal candidates will have extensive ITIL knowledge and ServiceNow expertise, providing leadership across teams to ensure agile delivery.

Benefits

Unlimited basic and premium standby tickets

Discounted 'Hotline' airfares

Qualifications

• Experience owning change process outcomes.
• Hands-on expertise with ServiceNow and DevOps Change.
• Proven experience in fast-paced digital environments.

Responsibilities

• Lead the change lifecycle including chairing CAB meetings.
• Drive adoption of new change models and oversee change governance.
• Monitor change performance and lead improvement initiatives.

Skills

Leadership

Communication

Analytical mindset

Education

Deep practical knowledge of ITIL Change Management

Tools

ServiceNow

Job description

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A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role: ITIL Change Lead (Information Technology Infrastructure Library)

Join our dynamic IT Operations team at British Airways where you’ll play a pivotal, hands-on role in shaping how technology changes are governed and delivered across the organisation. As an ITIL Change Lead, you will be directly responsible for leading the change process end-to-end owning outcomes, influencing behaviours, and ensuring the stability and agility of our digital ecosystem.

What You’ll Do

• Take personal ownership of implementing and evolving Change Management procedures, enabling both agile and traditional delivery approaches.
• Drive the adoption of new change models including Multimodal and DevOps change, using automation within tools like ServiceNow to accelerate safe and secure change delivery.
• Personally lead the change lifecycle – including chairing CAB meetings, overseeing approvals, and ensuring rigorous risk assessment and contingency planning.
• Influence teams across BA Digital and our suppliers to embed consistent change governance practices, ensuring compliance and operational readiness.
• Monitor change performance, identify trends through data, and lead improvement initiatives that enhance reliability, velocity, and service quality.
• Act as a key figure in audit and compliance readiness, ensuring all aspects of change process adherence are demonstrable and reportable.
  
  

What You’ll Bring To British Airways

• A confident, influential presence with the ability to lead governance activities and drive cross-team alignment.
• Strong communication skills and the ability to clearly articulate personal contributions and decisions.
• A proactive and analytical mindset with a passion for stability, agility, and continuous improvement.
• The ability to own problems end-to-end, showing initiative and accountability throughout the change process.
  
  

Your Experience

• Deep practical knowledge of ITIL Change Management (ideally ITIL v4), with experience owning change process outcomes.
• Hands-on ServiceNow expertise, including DevOps Change functionality and automated change workflows in a large complex commercial focused organisation.
• Proven experience leading change in fast-paced, complex digital environments with multiple delivery partners.
• Comfortable leading formal meetings such as CAB, with experience in governance and escalation roles.
  
  

Ready to lead impactful change at one of the world’s most iconic airlines?

Apply now and take your place at the heart of British Airways’ digital evolution.

What We Offer

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain

This role is not eligible for visa sponsorship. Applicants must have the legal right to work in the United Kingdom.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Airlines and Aviation

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