Change Evaluation Lead

We are part of International Airlines Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the sky.

With a diverse workforce spread across four countries, IAG GBS provides creative and innovative solutions to drive sustainable transformation by delivering finance, procurement and airline services, as well as group-wide systems across IAG. Each operating company benefits from the GBS centralised model, driving efficiencies, automation and economies of scale.

IAG Tech’s vision is to increase shareholder value, accelerate business performance, delight customers, enable employees, and protect our business through the innovative and agile use of technology and data.

Purpose of the role

• Support standard Change Management methods and procedures across the organisation that support agile methodology and traditional delivery approaches.

• Provide control for Change to enable delivery of all operational services across IAG Tech.

• Ensure relevant ITIL processes are effective and compliant across internal and external organisational boundaries.

• Ensure Change related issues that span across multiple suppliers are driven to resolution.

Accountabilities

Working in partnership with IAG Tech and the business to:

• Support the lifecycle of all Changes and ensure changes are made safely and securely and with minimal disruption to IT services.

• Ensure that a full risk and impact assessment is performed by the appropriate groups for all changes.

• Support the process to reject unapproved changes and deal with appeals and re-submissions.
• Ensure that adequate testing is carried out on each change and that back-out plans are appropriate.

• Provide insights and data analysis on Change Management trends and performance.

• Identify Continual Improvement initiatives to enrich performance and service stability.
• Deliver on a number of projects, the breadth and complexity of which will vary depending on experience.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Key Stakeholders

External:

• IAG Tech external stakeholders including service partners

Internal:

• IAG Tech Management Committee (MC)
• O&I Leadership team
• IAG Tech colleagues
• Operating Company stakeholders, including Heads of Service Delivery and the Chief Digitial and Information Officers

People Specification

Qualifications

• Educated to degree level or equivalent experience

Desired qualification

• ITIL qualification

Skills

• Expertise in change management methods, their application, and business benefits.

• Demonstrates and applies understanding of service value and 24x7 operations.

• Supports Change to help shape the future direction of IAG Tech and O&I organisation.

• Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers, and senior stakeholders across the organisation.

• Forming strong stakeholder relationships, with a proven ability of influencing and persuading internally and externally

• Business partnering, working as a valued partner with senior stakeholders across a diverse operation, delivering a value-added service to business customers. 

• Demonstrates and applies an understanding of third-party supplier management principles.

• Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.

• Fluent written and spoken English.

Experience

• Experience of successfully delivering change to improve IT performance and efficiency, in a complex global organisation.

• Strong experience of supporting compliance to an ITIL process and enabling business

• Strong experience of challenging, identifying and delivering process improvements

• Experience of operating across multiple countries and cultures is desirable, but not essential.

Scope of the role

Reporting to: Change Manager

Department: Operations and Infrastructure

Location: Can be based in UK, Spain, Ireland or Poland 

Role Grade: Level 4

Equivalent IAG Tech Grade: Professional – Senior - Principal

Contract Type: Permanent

Number of direct reports: 0

• Educated to degree level or equivalent experience

• ITIL qualification