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