CHANGE COORDINATOR JOB DESCRIPTION

A Change Coordinator keeps technology changes from becoming service disruptions. In IT and Technology Services environments, every system update, infrastructure migration, and release window passes through a formal approval gate - the Change Advisory Board- and someone must own that gate with precision. This role manages the full pipeline of Change Requests, from initial submission and conflict checking against the Change Calendar through to post-implementation review. Getting it right protects service continuity. Getting it wrong surfaces as unplanned outages, failed audits, or missed ITIL compliance obligations that affect customers and internal teams alike.

As the Change Coordinator, you manage the intake, assessment, scheduling, and closure of IT Change Requests across a technology services environment, ensuring each change clears governance checkpoints before reaching production. You operate within the Service Operations function, partnering daily with Release Managers, engineering teams, and application owners to keep the change pipeline moving without compromising service stability.

Career Impact: Owning ITIL-based change governance builds a track record that is directly transferable across managed services, enterprise IT, and telecommunications - domains that treat Change Advisory Board experience as a core qualification for senior service management roles.

Business Impact: When Change Requests are assessed, scheduled, and communicated accurately, technology teams can deploy with confidence and customers avoid unplanned outages that erode trust and breach service-level commitments.

Growth Opportunity: The combination of cross-functional exposure - spanning infrastructure, application, and release teams - and hands-on governance experience creates a natural path toward Change Manager, Problem Manager, or IT Service Manager roles.

• Review and validate incoming Change Requests against governance policy, assessing completeness before Change Advisory Board submission.
• Coordinate scheduling of approved changes against the Change Calendar to identify and resolve conflicts across release windows.
• Communicate change status, timelines, and outage notifications to internal stakeholders and affected customers within defined service levels.
• Monitor open Change Requests daily, following up with owning teams to resolve outstanding requirements and prevent backlog accumulation.
• Participate in Change Advisory Board meetings, documenting decisions and tracking action items through to closure.
• Perform post-change activities including closure, categorisation, and accurate capture of outcomes in change management tooling.
• Report on change pipeline health, conflict rates, and governance compliance to Service Operations leadership on a regular cadence.

• Bachelor's degree in Information Technology, Engineering, or a related field, or equivalent work experience.
• 2 or more years of change coordination or IT service management experience, with direct involvement in Change Advisory Board processes.
• Understanding of ITIL change management principles including change types, risk classification, and CAB governance.
• Demonstrated ability to assess the operational and customer impact of planned technology changes across network or application environments.
• Strong written and verbal communication skills, with the ability to produce clear outage notifications and stakeholder reporting.
• Proven organisational and time management skills with the ability to manage competing deadlines and escalate appropriately.
• Experience working in a multi-team or large-scale IT environment, coordinating across programme, operational, and application groups.

• ITIL Foundation certification or working knowledge of the ITIL service management framework.
• Experience supporting infrastructure migration programmes, including coordination of build and cutover change activity.
• Familiarity with CI/CD delivery models and the change governance considerations they introduce in agile release environments.
• Background in telecommunications or managed services, where network-level change impact assessment is a core function.

• Change Request approval rate, measuring how often submissions meet CAB requirements on first review.
• Conflict detection rate, reflecting the proportion of scheduling clashes identified before implementation window.
• Post-change closure timeliness, measured in hours from implementation completion to record closure.
• Customer notification lead time, tracking average hours between change approval and outage communication to affected customers.
• Change backlog age, measuring the share of open records exceeding the defined resolution window.
• Typical tools: Change management platforms (commonly ServiceNow); ticketing and workflow tools (commonly Jira or Remedy).

• Base Salary Range: $55,000 to $80,000 per year depending on experience and location.
• Bonus: Annual performance bonus of 5% to 10% of base salary.
• Equity: Not typically offered at this level in IT services roles.
• Health Benefits: Medical, dental, and vision coverage for employee and dependents.
• PTO: 15 to 20 days per year plus public holidays.
• Common Perks: Remote or hybrid flexibility, ITIL certification reimbursement, and professional development budget.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates are evaluated without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process - please notify the recruiting team to discuss your needs. Employment in this role is contingent on the successful completion of a background check. Applicants must be authorized to work in the United States.

The Change Coordinator ow ns the end-to-end administration of project change control across a major infrastructure programme, coordinating with Project Controls functions to assess baseline impacts across cost, schedule, and risk. Working closely with the Baseline and Change Manager and cross-functional project teams, this role ensures all changes, opportunities, and trends are captured, validated, and implemented in a controlled manner that protects project legacy and supports informed decision making.

Key Responsibilities

• Coordinate and administer project change control processes, procedures, and templates aligned with client standards.
• Maintain and improve the Change Log, ensuring all changes, opportunities, and trends are captured in sufficient detail.
• Support teams with completion of Change Request Forms (CRFs) and validate they are complete and fit for relevant change forums.
• Liaise with all Project Controls functions to assess impacts to the baseline in terms of cost, schedule, and risk.
• Serve as secretariat for Change Control Group Meetings, maintaining Terms of Reference, recording decisions, and updating the change log.
• Pass items identified as potential contract changes, EWNs, and NCEs to the Contract Administration team.
• Work closely with the Baseline and Change Manager to ensure all baseline changes are implemented in a controlled manner.
• Attend directorate and departmental team meetings to identify potential change and consider project legacy in decision making.

Required Qualifications

• Degree in a construction-related subject or equivalent work history.
• Experience working with project change control processes and understanding of when project change becomes contract change.
• Experience in a major programme environment supporting teams across all stages of the project lifecycle.
• Experience facilitating decision making on complex issues among multiple parties.
• Advanced Microsoft Office skills including Word, PowerPoint, and Excel.
• Exceptional interpersonal skills and personal resilience to working under stress and different styles of leadership.
• Ability to work across diverse internal and external stakeholders and influence all levels of an organization.

Embedded within a Group Technology shared services environment, the Change Coordinator owns, drives, and manages an ITIL-based Change Management process end to end, completing assessments for both internal and third-party changes. Working closely with Customer Service Managers, Group Technology Team Leads, and Duty Service Management, this role increases process effectiveness through monitoring, adaptation, and education, enabling consistent governance and continual service improvement.

Core Functions

• Drive adherence to Change Management processes and increase their effectiveness through monitoring, adaptation, and education.
• Own, drive, and manage an ITIL-based Change Management process end to end.
• Complete change management assessments for internal and third-party changes and provide Business Units with relevant notifications.
• Identify, analyse, and prepare risk mitigation tactics for proposed changes.
• Consult and coach project teams in the use of change processes and support organisational design and role definition.
• Track, report, and measure process governance failures and change progress metrics.
• Ensure adequate tooling and training is in place to support the Change function.
• Build and maintain relationships with internal account teams, Customer Service Managers, and Group Technology Team Leads.

Qualifications and Experience

• Experience within a mature ITIL-based Shared Service or Commercial IT Services operation.
• Experience working in an NEC contract environment, ideally on a PSC arrangement.
• Knowledge of OLAs and experience monitoring changes to ensure achievement and escalation as required.
• Proficiency in Service Management software and tools to collate and interrogate performance statistics.
• Excellent customer communication and stakeholder management skills.

Reporting to the Change Team leadership at St. James's Place, the Change Coordinator leads delivery of small operational change in partnership with Admin Centres, managing the full change process from raising requests through to inception. Partnering with teams across Scotland, Essex, London, and Dublin, this role maintains the project log and RAID log and produces reporting packs that keep stakeholders aligned and change activity on track.

Primary Duties

• Lead delivery of small operational change in partnership with Admin Centres and manage the change process including raising and progressing change requests.
• Assist teams with requirements gathering and impact assessments to support change inception.
• Maintain the Change Team project log and ensure it is always up to date, escalating any issues identified.
• Co-ordinate the management of the RAID log, ensuring updates are provided and maintained.
• Co-ordinate reporting for the Change Teams, including the production of packs where required.
• Provide administrative support for budget management and reporting where required.

Skills and Qualifications

• Experience working within the Financial Services sector, particularly in an operational change or PMO environment.
• Knowledge of Waterfall and Agile project methodology and the project life cycle.
• Strong project administration skills including pack production and data analysis.
• Strong organisational, planning, and problem-solving skills with strong attention to detail.
• Exceptional collaboration and relationship development skills, with the confidence to effectively challenge others where appropriate.

Sitting at the intersection of service transition and operational continuity, the Change Coordinator leads implementation of new and amended systems while maintaining a consolidated view of all projects, maintenance, and enhancements planned or in progress. Operating across release, configuration, and change management functions, this role drives efficiency gains by combining related work into releases and ensuring accurate Configuration Item records and CMDB updates support uninterrupted service delivery.

Duties

• Lead implementation of new and amended systems to ensure quality services are continually maintained and improved.
• Oversee change requests and the implementation of technical and administrative changes across the operations environment.
• Assess and prioritise the impact of changes to contingency arrangements and communicate status and schedule changes to all stakeholders.
• Create a consolidated view of the scope and content of all projects, maintenance, and enhancements planned or in progress.
• Lead identification and realisation of potential efficiency gains from combining related work into releases.
• Plan and oversee the successful roll-out of service changes to the production environment.
• Lead effort to provide current information and status for Configuration Items and produce periodic reports detailing changes made.
• Update CMDB as necessary and maintain accurate configuration records.

Education and Experience

• Bachelor's degree and 2 years of related experience, or 6 years of related experience without a degree.
• Business awareness of the impact of changes and understanding of change management tools.
• Good awareness of commercial commitments and liabilities.
• Proficiency in Visio, Word, and PowerPoint.
• Strong organisational and analytical skills with a customer-centric attitude.
• Proven team player with strong interpersonal and communication skills.

A key member of the Configuration Management team, the Change Coordinator executes Engineering Change Control processes covering Change Requests, Engineering Change Proposals, and Deviation and Waiver submissions across a technical manufacturing environment. Collaborating across Engineering, Manufacturing, Program Management, Supply Chain, and customer organizations, this role leads Configuration Control Board meetings and maintains accurate configuration records to ensure changes are assessed, aligned, and implemented in compliance with contract requirements.

Technical Responsibilities

• Execute Engineering Change Control processes associated with Engineering Change Requests, Engineering Change Proposals, and requests for Deviation and Waiver.
• Review engineering drawings and changes for sound configuration definition and control.
• Ensure proper structure and classification of Engineering Change Requests, Deviations, and Waivers.
• Lead cross-functional Configuration Control Board meetings to determine change impacts and ensure stakeholder alignment.
• Submit Change Requests and Deviations and Waivers to customers and coordinate with subject matter experts to address questions and concerns.
• Support the Production Launch Process with effective change management oversight.
• Maintain configuration records, retrofit requirements, and Stop Work Orders requiring engineering resolution.

Technical Qualifications

• Engineering degree or college diploma in a technical discipline.
• Industry-recognised certification in Configuration Management or familiarity with Configuration Management standards.
• Minimum 3 years of experience in a technical and/or manufacturing environment.
• Familiarity with Product Lifecycle Management and Enterprise systems.
• Proficiency in analysing technical information including engineering drawings, specifications, and changes.
• Experience with Siemens Teamcentre and Oracle or other PLM and ERP systems.
• Strong interpersonal, communication, organisational, and problem-solving skills with the ability to manage workload to schedule with high quality.

Reliable repair operations depend on the Change Coordinator, who coordinates the flow of materials from suppliers and within departments according to the production schedule while managing material planning and phase-in of all NPI programmes. Based within the Repair Operations function and working across cross-functional teams, this role optimises inventory, supports lean manufacturing initiatives, and maintains positive supplier and customer relationships that keep production plan KPIs on target.

Role Responsibilities

• Coordinate and expedite the flow of materials from suppliers and within departments for Repair Operations according to the production schedule.
• Manage materials planning, material processes, and systems for Repair Operations and ensure operational alignment with production plan and KPIs.
• Optimise inventory and drive process improvements across repair operations.
• Manage material planning and phase-in of all NPI programmes for the Repair Operation.
• Develop new solutions in a team setting and specify needs, communicate project approach, and present research outcomes.
• Support lean manufacturing initiatives and process improvements.
• Develop and maintain positive supplier and customer relationships.

Minimum Qualifications

• Minimum 3 years of experience in Materials Planning and Execution or Supply Chain, or completion of a GE Leadership Programme.
• Knowledge and understanding of production process work instructions to ensure devices conform to specifications.
• Awareness of and compliance with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals.
• Ability to identify and report quality or compliance concerns and take immediate corrective action as required.
• Ensures creation of accurate, complete, and timely records and DHRs.

As the Change Coordinator, this role performs and documents impact analysis across all projects of the Product Family affected by change, challenging technical solutions within the Change Preparation Board and bringing together the right functional experts for complex assessments. The Product Family team relies on this work to maintain timely inputs, prevent backlog from exceeding targets, and contribute to a well-defined Change Implementation Plan with an accurately allocated as-to-be-built baseline.

Scope of Work

• Perform and document impact analysis across all projects of the Product Family impacted by change.
• Challenge technical solutions within the CPB or in dedicated meetings and bring together the right experts to analyse complex changes.
• Ensure that inputs from the function are provided promptly.
• Monitor and take appropriate action to avoid backlog exceeding targets.
• Contribute with other Function Change Coordinators to the definition of the preliminary Change Implementation Plan and allocate the as-to-be-built baseline accordingly.

Background and Experience

• University or polytechnic degree in Mechanical Engineering, Project Management, Business Management, or equivalent.
• Three to five years of experience in industrialisation.
• Deep understanding of the industrialisation strategy and strong ability to assess the impact of changes.
• Profound understanding of Change Management processes and related processes such as Requirements Management and Configuration Management.
• Excellent working knowledge of SAP and CCT.
• Excellent English communication skills both spoken and written, and French communication skills considered an asset.

Change Coordinator coordinates activities of functional areas and department account leads to ensure business solution objectives are met across end-to-end service delivery. The work directly supports client satisfaction by maintaining records of service problems and expenditures, escalating process changes, and ensuring that integration of new, enhanced, and existing service offerings aligns with client specifications.

Day-to-Day Responsibilities

• Coordinate activities of functional areas or department account leads to ensure business solution objectives are met.
• Assist in interpreting demand forecasts and in planning and delivering end-to-end services, escalating issues and recommending adjustments.
• Maintain records of account-specific service problems and assist in prioritising work requests, identifying and escalating process changes.
• Maintain records of expenditures to ensure compliance with approved budgets.
• Assist in coordinating communications between lines of service and clients to ensure new, enhanced, and existing service offerings meet client specifications.
• Identify service improvements to increase customer satisfaction and ensure project delivery meets client and company expectations.

Professional Experience

• Bachelor's degree in business administration, engineering, information systems, or a related field, or equivalent experience.
• Three or more years of support services or project and programme experience.
• Experience working in the technology industry with company products and operating systems.
• Project management and basic accounting skills.
• Strong organisational and time management skills with the ability to work in a team environment.

The Change Coordinator delivers accurate and timely implementation of changes across ACH and Check applications, working in close coordination with Project Managers, Developers, Testers, and Release Managers within a Financial Services payments environment. Working closely with agile scrum teams and cross-functional payments colleagues, this role builds subject matter expertise, drives the transition to SAFe Agile and CI/CD practices, and ensures key individuals are included in all change process communications via Jira and ServiceNow.

Key Deliverables

• Implement changes accurately and timely in close coordination with Project Managers, Developers, Testers, Release Managers, and other technical support staff.
• Manage Jira ticket assignments and communicate changes to appropriate teams, ensuring key individuals are included in process and communications.
• Create, review, and track change tickets in ServiceNow.
• Assist the Change Team in the transition to SAFe Agile methodologies, including CI/CD practices and close collaboration with agile scrum teams.
• Learn how ACH and Check applications operate and develop into a subject matter expert.
• Engage and adapt to the new Financial Services structure through collaboration with colleagues from other payments offices.

Experience and Qualifications

• Bachelor's degree in Computer Science or a related information technology field.
• 3-4 years of direct relevant technical experience in change control activities.
• Experience with ITIL change control processes and Remedy and ServiceNow.
• Knowledge and experience with SAFe Agile and CI/CD methodologies.
• Experience with Jira or similar ticketing tools.
• Experience with Linux operating systems and command-line interfaces.
• Experience deploying and working in AWS cloud is a plus, and understanding of automation scripting is a plus.
• Demonstrated ability to respond to complex problems under tight deadlines.

Embedded within the REBOOT Programme, the Change Coordinator refines regional change barometer feedback, coordinates change networks, and ensures timely dissemination of communications including newsletters, videos, FAQs, and TEAMS messages across multiple subsidiaries. Working closely with local change ambassadors, key users, and REBOOT Functional teams, this role identifies change impacts, puts mitigation plans in place, and oversees end-user training from attendee identification through delivery and monitoring.

Accountabilities

• Coordinate and animate regional change barometer feedback and relevant communities and change networks.
• Contribute to PowerPoint contents for roadshows, workshops, and related events in alignment with the REBOOT Programme.
• Maintain regular touch points with local change ambassadors to assess change adoption levels and implement local communication and stakeholder management activities.
• Contribute to and ensure timely dissemination of information including newsletters, emails, videos, FAQs, and TEAMS messages.
• Assist in the design of local subsidiary communications and prepare for go-live and post-go-live cutover and hypercare communications.
• Identify change impacts with local key users and REBOOT Functional teams and put in place mitigation plans.
• Ensure all key users and end users have access to training materials and tools, and organise key user training from identification of attendees to delivery and monitoring.

Knowledge Skills and Abilities

• Bachelor's degree in Communication, Strategy, Project Management, or a related discipline.
• Minimum 5 years of experience in Change Management with relevant international exposure.
• Past experience in ERP implementation in Finance and Operations is a plus.
• Fluent English, and ability to communicate in one or two subsidiary languages is a big plus.
• Strong PowerPoint and graphical design skills with excellent written and oral communication skills.
• Experience with communication and meeting facilitation tools such as Klaxoon and training tools such as Assima is a plus.

Reporting to Service Operations leadership at TPG Telecom, the Change Coordinator reviews submitted Change Requests against policy guidelines and the Change Calendar, produces outage notifications for residential and corporate customers, and participates in Change Advisory Board meetings. Partnering with Engineering teams, internal stakeholders, and external parties, this role maintains up-to-date Change Management policies and documentation while ensuring that planned events and third-party notifications are scheduled and communicated with accuracy and timeliness.

Operational Focus

• Review submitted Change Requests to ensure they meet TPG Telecom Change Management Policy and Procedure guidelines.
• Undertake impact network assessments using TPG Telecom tools and databases.
• Review Change Requests against already planned activities on the Change Calendar and plan accordingly.
• Produce planned events and third-party outage notifications for residential and corporate customers.
• Participate in Change Advisory Board meetings and schedule internal and external outage notifications.
• Manage and maintain all processes and documentation relating to the planned events function.
• Perform daily and weekly categorisation of change statuses and follow up with key stakeholders for outstanding requirements.
• Maintain up-to-date Change Management policies and relevant documentation, and provide reporting and updates to management and project teams.

Position Requirements

• Tertiary qualification in Information Technology, Engineering, or a relevant discipline is highly desirable.
• ITIL certification and/or understanding of the ITIL framework is highly regarded.
• Experience working within the telecommunications industry is highly regarded.
• Understanding of telecommunication networks, products, and associated service levels.
• Strong computer literacy across all major IT applications including the Microsoft suite.
• Excellent organisational and time management skills with the ability to work autonomously with minimal supervision.
• Exceptional written and verbal communication skills with the ability to confidently lead negotiations with internal and external stakeholders.

The Change Coordinator guides end-to-end coordination of IT Change Requests for build and migration activities within a large, complex ICT infrastructure programme, reporting and tracking changes while identifying conflicts, complexity, and opportunities to optimise process efficiency. Working closely with programme, operational, and application teams across multiple business areas, this role ensures accurate and timely information capture in ServiceNow to drive effective change approval and implementation.

Work Activities

• Coordinate end-to-end IT Change Requests for build and migration activities.
• Identify and develop opportunities to optimise efficiency in change management processes for the programme.
• Report and track IT changes, identifying conflicts and change complexity, and negotiate with stakeholders and support teams.
• Perform post-change activities and ensure accurate and timely capture of information to drive effective change approval and implementation.
• Maintain daily use and upkeep of change tracking tools.

Background and Experience

• Minimum 2 years of experience in Change Coordination Activities.
• Experience in IT infrastructure migration projects and in a multi-brand and/or large complex organisation.
• Experience delivering major ICT infrastructure and/or application migration projects.
• Experience managing stakeholder relationships across programme, operational, and application teams across multiple business areas.
• Proficiency in ServiceNow change module.
• Strong written and oral communication skills with strong attention to detail for accuracy of change records.