Change Coordinator

SUMMARY

The Change Coordinator is responsible for the end-to-end coordination of internal and customer-facing change management across the company’s NOC, ensuring all changes are raised, assessed, scheduled and closed in line with company’s ITIL-aligned change process. The role also owns resource (manpower) planning and scheduling for the NOC team, ensuring shift, on-call and project resourcing is planned, communicated and maintained across the UK and Philippines NOC teams so that operational coverage, change delivery and customer commitments are never put at risk.

This is a coordination and governance role rather than a technical delivery role: the Change Coordinator does not implement changes, but ensures every change is properly documented, risk-assessed, approved, scheduled and resourced, and that the people needed to deliver it are available at the right time.

JOB RESPONSIBILITIES

Change Management (Internal & Customer)

• Own the intake, logging and triage of all Requests for Change (RFCs), internal and customer-initiated, ensuring each is correctly classified as Standard, Normal or Emergency in line with the company’s change framework.
  
• Apply and maintain the Standard Change criteria (three successful prior completions, an accepted runbook, defined rollback) and route qualifying changes through the pre-approved Standard pathway; route all other changes through Normal Change assessment.
  
• Coordinate the weekly Change Advisory Board (CAB): build the agenda, ensure RFCs are complete and risk-assessed before submission, chair or co-chair the meeting with the Head of NOC, and record decisions and actions.
  
• Ensure every RFC includes a complete risk and impact assessment, implementation plan, rollback plan, and communication plan before it is scheduled, closing the governance gaps (unpopulated change fields) identified in prior RFC audits.
  
• Build and maintain the master change calendar/schedule across all company’s sites, actively managing change collisions, blackout periods (e.g. customer trading hours, month-end) and change freeze windows.
  
• Coordinate customer-facing change communications: notifications, maintenance windows, and post-implementation confirmation, working with Service Desk and Account Management to keep customers informed.
  
• Track change execution against the schedule, chase overdue or stalled RFCs, and ensure Standard Change closure lag is minimized through proactive follow-up.
  
• Support Post-Implementation Review (PIR) for Normal and Emergency changes, capturing lessons learned and feeding recurring issues into Problem Management.
  
• Produce monthly change management reporting (volume, success rate, backed-out changes, unauthorized changes, ageing RFCs) for the Head of NOC and wider leadership.
  

Resource (Manpower) Planning & Scheduling

• Build and maintain the NOC shift rota and on-call schedule across the UK and Philippines teams, ensuring adequate coverage against forecast ticket volume, known change activity and business calendar events.
  
• Plan resourcing for scheduled changes and project work, matching engineer skillset (e.g. Juniper, firewall/IPsec, virtualization, BGP/WAN) to the change or task, and confirming availability ahead of CAB approval.
  
• Coordinate annual leave, absence cover and training/study-programme time off across both sites so rota coverage and change delivery are protected.
  
• Maintain visibility of engineer capability (Tier 1/2/3 capability framework, competency tracker) to inform resourcing decisions and identify gaps before they affect delivery.
  
• Act as the single point of coordination between the UK and Philippines NOC for cross-timezone handover, shared on-call coverage and combined resourcing during the phased Philippines onboarding gates.
  
• Flag resourcing risk (single points of failure, retention risk, rota gaps) to the Head of NOC in good time to allow mitigation.
  
• Maintain rota and resourcing documentation and calendars as the single source of truth for the team.
  

Reporting, Governance & Continuous Improvement

• Maintain the change and resourcing sections of the NOC Service Desk Playbook and Ways of Working documentation, keeping process documentation current as the team matures.
  
• Identify and propose process improvements to change management and resource planning, contributing to the NOC's ongoing ITIL maturity roadmap.
  
• Escalate change or resourcing conflicts through the NOC Incident Escalation Framework (NOC-ESC-001) where they cannot be resolved at coordinator level.
  
• Support audits and governance reviews of the change process, providing evidence of compliance with defined Standard/Normal criteria and CAB approvals
  

QUALIFICATIONS

Essential

• Demonstrable experience in a change management, service delivery, or NOC/service desk coordination role within an IT, network, or managed services environment.
  
• Working knowledge of ITIL practices, particularly Change Enablement; ITIL Foundation certification held or willing to obtain within 6 months.
  
• Experience building or maintaining shift rotas, on-call schedules, or resource plans for a technical or operational team.
  
• Confident using an ITSM/ticketing tool (e.g. Jira Service Management) for RFC logging, tracking and reporting.
  
• Strong organizational skills with the ability to manage multiple concurrent changes and competing scheduling priorities.
  
• Clear, confident communicator, comfortable chairing meetings and pushing back on incomplete change requests.
  
• Comfortable working across time zones and cultures, coordinating a distributed UK/Philippines team.
  

Desirable

• Prior experience specifically as a Change Manager/Coordinator or Resource Planner in a NOC, data centre, or financial infrastructure environment.
  
• Familiarity with company’s technical environment or equivalent: Juniper networking, firewalls/IPsec VPNs, cross connects, virtualization platforms, and BGP/WAN routing, sufficient to assess change risk.
  
• Experience supporting CAB processes and producing management-level change reporting.
  
• Exposure to workforce/resource planning tools or advanced scheduling in Excel.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.
  
• This is standard office-hours role, Monday to Friday, based within the NOC. Occasional flexibility is required to support out-of-hours change windows, CAB scheduling around customer trading hours, and coordination calls with the Philippines and UK NOC team outside core hours