Senior Associate - Change Management

BT Group; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

BT Group is seeking a Senior Associate in Change Management to lead end-to-end change control within ITIL-based governance. You will coordinate across BT teams and customers to ensure successful deployments with proper approvals and documentation.

The role emphasizes 24x7 support, CAB coordination, and reporting, with strong communication and problem-solving skills essential for success.

Qualifications

• Customer-focused roles requiring stakeholder management.
• Experience in ITIL-based change management is preferred.
• Ability to interpret complex information and communicate clearly.
• Understanding of IT networks and change governance beneficial.
• Familiarity with emergency change processes and CABs.

Responsibilities

• Assist RFT implementation of change management processes with stakeholders.
• Support change prioritisation and diagnostics; escalate complex issues.
• Develop and maintain relationships with suppliers, customers, and internal teams.
• Collate data for accurate reporting on key performance metrics.
• Align services with client business requirements and improve processes.
• Implement tactical change management strategies and improvement plans.
• Follow established procedures to solve routine problems and boost efficiency.
• Maintain change documentation and lifecycle records end-to-end.
• Coordinate with BT teams to ensure proper ownership and access for changes.
• Produce regular management reports and support 24x7 shift operations.

Skills

Customer Success

Information Management

Communication

Technology Implementation

Continuous Improvement

Problem Solving

Service Level Agreement Management

Quality

Cloud Computing

IT Operations

Customer Relationship Management

Technical Support

Project/Programme Management

Incident Management

Issue Escalation

Education

ITIL 4 Foundation Certified

Job description

Change Management - Senior Associate

About the role

Vision for Change Management has the following objectives: Maximise the number of successful changes by ensuring minimum risks to customer infrastructure. To enable changes to the live environment through authorisation in a holistic,controlled, and proportionate manner dependent on risk. To facilitate the identification and authorisation of deployments in the liveenvironment to ensure changes are implemented, balancing agility and control. All production change will be appropriately approved - in accordance with the latest ITIL V4 best practice and operational compliance.

What you’ll be doing

Assists the RFT implementation of change management processes and service issues by liaising with different teams and communicating key information to other stakeholders as required.

Supports change management, prioritisation, and diagnostics, and escalates complex customer issues or changes to operational managers.

Develops and maintains relationships with suppliers, customers, and internal stakeholders.

Collates data to assist with accurate and timely reporting and related insights in respect of key performance metrics.

Contributes to the Service initiatives and ensures that services are aligned to the client's business requirements.

Assists the implementation of tactical strategies and improvement plans for change management.

Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.

Assists in the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

Owns the change Request for its lifecycle end to end.

Has autonomy over the Agile Governance of the change Request.

Follows ITIL latest framework.

Dealing variety of queries from all levels of management within BT Group.

CM should act as change control board and Agile governance techniques.

Liaise with the other teams within BT to ensure the correct ownership of customers on the system.

Coordinate with other departments across BT to arrange access into customer premises for BT engineers.

Should be able to work on BT and customer tools.

Ensure operational procedures are in place, maintained and followed as appropriate.

Validate the RFC form with Build, Test, impact assessment and Roll back plan.

Pre-Check all the supporting document and seek technical validation.

Drive changes request in Internal/External CAB for approval.

Well Versed with Emergency change process.

Should know planned maintenance process and handling of 3rd party suppliers.

Should be able to chair the CAB’s

Should be assertive in his/her approach.

Produce regular management reports.

Should be able to work in shifts 24x7.

The Change Management- Professional should also keep good relationship internally with Marker Unit members and Project Teams & the Customer.

Should be able to provide reporting requirements.

Should adhere to delivery RFT.

Apply knowledge of IP addressing, subnetting, ACLs, and routing protocols to validate proposed changes and anticipate service disruptions.

Define, document, and enforce ITIL Change Management policies, ensuring compliance and continuous improvement.

Familiarity with static routing and introductory protocols (RIP, OSPF basics).

Prevent any un-authorised activity in the environment.

Communicate and coordinate with concerned parties.

Get PIR done on all failed change, review all upcoming changes requesters.

Keep change record up to date with the most recent status possible.

Follow up with PM & Respective teams (day of change).

Follow up with customer/requester after the completion of change.

Ask customer to test the change and provide UAT.

Update the inventory associated with a given change or work with inventory team to process asset forms.

Good communication skills, both verbal and writing Works well with various parts of the business.

Understands the needs for quality gates for validating a Change activity.

Essential Skills / Experience

• Customer Success: Ensures customers achieve a desired business outcome when using products or services through client relationship management.
• Information Management: Manages the acquisition of information from one or more sources, the custodianship, and the distribution of that information to those who need it, and its ultimate disposition through archiving or deletion.
• Communication : Plans, implements, monitors, and revises all the channels of communication within an organisation and between organisations.
• Technology Implementation : Establishes new technologies within an organisation to secure a competitive advantage in the market.
• Continuous Improvement: Continuously thrives to improve products, services, or processes.
• Problem Solving : Defines a problem, determining the cause of the problem, identifying, prioritising, and selecting alternatives for a solution and implementing.
• Service Level Agreement Management: Oversees the agreement between the service provider and a customer that identifies both the services required and the expected level of service in a document called the SLA (Service-level agreement).
• Quality : Ensures that an organisation, product, or service is consistent including quality planning, quality assurance, quality control and quality improvement.
• Cloud Computing : Uses a network of remote servers hosted on the Internet to store, manage, and process data, rather than a local server or a personal computer.
• IT Operations : Administers all technology components and application requirements within an organisation.
• Customer Relationship Management: Maintains relationships with customers, cultivating a favourable reputation by meeting customer needs in an effective and timely manner and using data analysis to track and manage the overall relationship.
• Technical Support : Provides users with services to help and advice about their products.
• Project/Programme Management : Leads the work of a team to achieve goals and meet success criteria at a specified time.
• Incident Management: Ensures that any incidents affecting processes and performances of relevant technology services or systems are managed appropriately to mitigate risk and minimise disruption.
• Issue Escalation : Deals with Change within a system, ensuring Changes get implemented and issues are addressed at the right level.

Desirable Skills / Experience

• ITIL 4 Foundation Certified
• Technical knowledge of data networks, Security, Cloud etc

Our Story

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best. We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.

Experience Level Mid Level