Company Description

The British Airways (BA) IT Operations Team is part of BA Digital within the International Airlines
Group (IAG), one of the world’s leading airline groups and owner of some of the biggest brands in the
sky.

Our vision is to become the most trusted digital airline. We seek to delight our customers, enable our
colleagues, accelerate business performance, increase shareholder value, and protect our business
through the innovative and agile use of technology and data.

To harness our full potential across our customer, operational and colleague journeys, as well as our
enabling domains, platforms and programmes, we are changing our ways of working and transitioning
into a product-led organization at scale.

Together, we are building a better BA.

Job Description

Purpose of the role

• Support Change Management methods and procedures across the organisation that support agile methodology and traditional delivery approaches.
• Provide control for Change Management to enable delivery of all operational services across BA Digital
• Ensure relevant ITIL processes are effective and compliant across internal and external organisational boundaries.
• Ensure technology changes are managed according to the BA Digital Change Management policy.
• Drive actions that increase the percentage of changes that are implemented successful first time
• Ensure that all changes are managed throughout the BA Digital Change Management lifecycle to closure
• Ensure Change related issues that span across multiple suppliers are driven to resolution.
• Contribute to the development of the policy, process, and capability of the change community, exploiting tooling capabilities to support new ways of working.
• Own and maintain the CMDB (Configuration Management Database) for British Airways assets, working with product and asset owners to improve the quality of the data held within ServiceNow.
• Relationship mapping and lifecycle mapping of assets.
• Evolving the CMDB functionality working with the ServiceNow product team seeking ways to improve asset information.

Accountabilities

Working in partnership with BA Digital and the business to:

• Support the oversight and management of technology changes, ensuring the necessary assessment and approval is conducted, 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.
• 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 with remedial actions for delinquent metrics
• Identify Continual Improvement initiatives to enrich performance and service stability.
• Production of regular reporting including weekly and monthly for British airways assets.
• Support the delivery of projects, the breadth and complexity of which will vary depending on experience.
• Engage with audit and compliance teams to support internal and external audit activities.

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

Qualifications

• Educated to degree level or equivalent experience
• ITIL V4 qualification

Skills

• Expertise in change management methods, their application, and business benefits.
• Expertise in ServiceNow configuration and asset management.
• Demonstrates and applies understanding of service value and 24x7 operations.
• Supports Change Management to help shape the future direction of the 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.
• ServiceNow experience

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