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About the Role

As Sr Change Manager, you will own and be fully responsible for BAU change control management for Managed Services clients. You will lead a small team of Jr Change Analysts and require an understanding of Managed Services delivery and skills to work across multiple teams.

Responsibilities

Manage customer changes within BAU as a member of the UK Managed Services Management Office.
Own and manage change projects from start to finish as a subject matter expert.
Maintain working relationships with various NCR teams, including MS Software Distribution Delivery, MS Incident Management & Helpdesk, Managed Services Quality & Engineering, Software Support, Field Support Specialists, ITS, and Professional Services.
Coordinate between NCR teams for scoping CR software changes.
Ensure all change management is funded, including time for scoping and management.
Provide an audited trail of changes for contract compliance.
Run customer change board calls via Teams twice per week.
Manage change in relation to remote software deployments, including liaison with Professional Services, testing and certification with NCR Managed Services Engineering & Quality Team, and customer sign-off prior to deployment.
Ensure successful deployment of changes.
Provide weekly customer notifications on planned system changes or outages.
Keep track of Global Change Freeze periods and communicate the Change Freeze Schedule.
Liaise with Delivery and ITS to ensure Root Cause Analysis is shared with the customer for system outages.
Provide recommendations for procedures, processes, and improvements for handling NCR delivery & customer change.
Coordinate remote deployment communications in case of failure and/or business impact.
Compile deployment information for reviews with the customer if required.
Review and evaluate remote deployment documentation for completeness and accuracy.
Conduct post-implementation reviews and communicate results.
Ensure resources are committed and engaged for all remote deployment phases.
Identify key remote deployment milestones and assess risks.
Track, prepare, and distribute communications to all relevant stakeholders for upcoming promotions.
Keep a historic log of all change requests, updates, and ensure contractually obligated distributions are not breached.
Ensure only contractually agreed distributions are delivered and review for charging if out of predefined scope.
Request and test new software update packages on NCR test ATMs.
Authorize Software Distribution Team (SWD) to deploy each package.
Facilitate with PS to manage and test any Gold Build releases.
Work on problem management of software update issues to resolution.
Manage Microsoft Updates, hotfixes, and security updates.
Own the end-to-end change management process for an EMEA Managed Services contract.
Review, assess, prioritize, and coordinate customer change requests.
Ensure all changes are appropriately documented, risk assessed, approved, and communicated.
Maintain a complete audit trail of changes for compliance and contractual reporting purposes.
Manage change schedules, blackout periods, and change freeze windows.
Ensure contractual deployment and distribution limits are monitored and adhered to.
Coordinate software deployments across NCR Voyix delivery organizations.
Maintain proactive communication with stakeholders regarding upcoming releases, business promotions, and service-impacting changes.
Provide consultative guidance on deployment approaches, risks, timelines, and business impacts.
Ensure testing, certification, customer validation, and approvals are completed before deployment.
Partner with Professional Services, Engineering, Quality, ITS, and Software Distribution teams to execute successful deployments.
Lead post-implementation reviews and drive lessons learned activities.
Manage deployment escalation communications when service impacts occur.
Identify, evaluate, and mitigate change-related risks.
Ensure service stability is protected through effective planning and readiness reviews.
Coordinate Root Cause Analysis reviews following change-related incidents.
Drive continuous improvement initiatives designed to improve change success rates and reduce operational risk.
Partner with Incident and Problem Management teams to improve service resilience.
Develop and maintain operational reporting on change success rates, deployment performance, and change-related incidents.
Track change KPIs and communicate trends to internal leadership and customer stakeholders.
Provide visibility into upcoming high-risk and business-critical changes.
Support Executive Service Delivery Managers with governance reviews and customer reporting.

Requirements

5-10 years of change management/project experience.
Customer facing skills in order to facilitate management meetings.
Analytical and/or technical experience, preferably within NCR Services.
Demonstrated proficiencies with Microsoft Office Suite software.
Knowledge of NCR Managed Services delivery and S/W Agents.
Excellent written and verbal communications skills.
Ability to work in a fast-paced environment and multi-task.
Good time management and organizational skills.
Ability to identify and resolve issues with a sense of urgency.
Problem management resolution skills.
Teamwork skills, appropriate to all levels of the organization.
Understand Difference between Change Management and Release Management and roles connection.
Change Management handling skills.
Architectural software knowledge of customer build.
Test Management experience.
Fluent Spanish and English.
5+ years of Change Management, Service Delivery, Release Management, or IT Operations experience.
Experience supporting enterprise-scale managed services environments.
Demonstrated experience coordinating complex software deployments and infrastructure changes.
Experience working directly with customers and facilitating governance meetings.
Experience managing change within high-availability production environments.
Experience supporting retail, hospitality, restaurant, or multi-site technology environments preferred.
Strong understanding of ITIL Change Management processes.
Knowledge of Release Management and Problem Management disciplines.
Strong risk assessment and mitigation capabilities.
Ability to coordinate cross-functional technical teams.
Excellent stakeholder management and communication skills.
Advanced Microsoft 365 proficiency including Excel, PowerPoint, Teams, and SharePoint.
Strong analytical and organizational skills.
Experience with ServiceNow or similar ITSM platforms preferred.
Ability to operate effectively in a fast-paced customer-facing environment.
ITIL Foundation Certification.
Project Management certification (PMP, Prince2, Agile, or equivalent).
Experience supporting Quick Service Restaurant (QSR) technology environments.
Previous Managed Services experience within NCR Voyix or comparable organizations.

Skills

Change Management
Project Management
Customer Facing Skills
Analytical Skills
Technical Skills
Microsoft Office Suite
Managed Services Delivery
Software Agents
Written Communication
Verbal Communication
Fast-paced Environment
Multi-tasking
Time Management
Organizational Skills
Issue Resolution
Problem Management
Teamwork
Release Management
Architectural Software Knowledge
Test Management
Spanish
English
ITIL Change Management
Release Management Disciplines
Problem Management Disciplines
Risk Assessment
Risk Mitigation
Cross-functional Team Coordination
Stakeholder Management
Microsoft 365
Excel
PowerPoint
Teams
SharePoint
ServiceNow
ITSM Platforms
ITIL Foundation Certification
PMP
Prince2
Agile

Location

West London

Work Type

On Site

Experience Level

Senior
5-10 years
5+ years

Education Level

ITIL Foundation Certification
Project Management certification (PMP, Prince2, Agile, or equivalent)

About the Company

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining.
Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes.
NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Equal Opportunity

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity.
All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.
NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.
We believe in understanding and respecting differences among all people.
Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.