Change Coordinator - Managed Services

The Change Coordinator is responsible for coordinating the end-to-end Managed Service Change Management process, ensuring that changes are assessed, estimated, approved, communicated, implemented, and reviewed in a controlled manner that minimises business risk and service disruption. The role acts as the central point of coordination between technical teams, service providers, customers.

Responsibilities

Review and validate submitted Requests for Change (RFCs); Ensure all change records contain the required information and supporting documentation; Ensure classification and progress statuses are correct and maintained as per the change process; Maintain the Change Request backlog; Pursue CAB and customer approval requests; Challenge incomplete or inadequate change submissions; Identify scheduling conflicts and potential service impacts; Communicate approved change requests to stakeholders; Coordinate customer and internal notifications; Ensure key stakeholders are informed throughout the change lifecycle; Identify and populate the correct day rates for chargeable CRs; Escalate risks, issues, and scheduling conflicts promptly; Coordinate escalation activities during high-risk changes; Verify implementation outcomes and status updates; Confirm appropriate closure process is completed; Validate documentation updates are completed where required; Produce change management reports and KPIs; Monitor change success rates and change-related incidents; Identify trends and recommend process improvement; Support audits and compliance reviews

Requirements

Attention to detail; Risk awareness; Strong stakeholder management and communication skills; Excellent planning and organisation skills; Continual improvement mindset

Nice to have

Knowledge of ITIL Change Enablement / Change Management practices; Experience working within IT Service Management environments; Understanding of risk management and service governance