Senior Change Manager (IT Managed Services)

Location: Onsite in West London, United Kingdom; the role may involve travel for customer meetings.

Company

hirify.global is a global platform-powered provider of unified commerce, payments, and technology services for retailers and restaurants, serving customers in more than 35 countries.

What you will do

• Own the end-to-end change management process for an EMEA Managed Services contract, including request review, prioritization, risk assessment, approval, communication, and audit trails.
• Coordinate software deployments, Gold Build releases, Microsoft updates, hotfixes, security updates, testing, certification, customer validation, and final approvals across delivery, Professional Services, Engineering, Quality, ITS, and Software Distribution teams.
• Manage change schedules, blackout periods, global change freezes, contractual deployment limits, distribution records, and charging reviews for out-of-scope changes.
• Lead customer change board meetings, stakeholder communications, deployment escalation communications, promotion notifications, and reporting on change KPIs and service impacts.
• Coordinate root-cause analysis and problem management after incidents, conduct post-implementation reviews, and drive lessons learned and continuous improvement.
• Lead and support a small team of Junior Change Analysts while working with customer and NCR stakeholder teams.

Requirements

• At least 5 years of experience in Change Management, Service Delivery, Release Management, or IT Operations, including enterprise-scale managed services environments.
• Experience coordinating complex software deployments and infrastructure changes in high-availability production environments.
• Experience working directly with customers and facilitating management or governance meetings.
• Strong understanding of ITIL Change Management, Release Management, and Problem Management disciplines, including the relationship between Change and Release Management.
• Strong risk assessment and mitigation, problem resolution, stakeholder management, communication, analytical, organizational, time management, and multitasking skills.
• Ability to coordinate cross-functional technical teams and operate effectively in a fast-paced customer-facing environment.
• Advanced Microsoft 365 proficiency, including Excel, PowerPoint, Teams, and SharePoint, plus demonstrated Microsoft Office Suite proficiency.
• Knowledge of NCR Managed Services delivery, software agents, customer build architecture, test management, remote software deployments, and contractual change control.
• Fluent English and Spanish, with excellent written and verbal communication skills.

Nice to have

• Experience supporting retail, hospitality, restaurant, multi-site, or Quick Service Restaurant technology environments.
• Experience with ServiceNow or a similar ITSM platform.
• ITIL Foundation Certification.
• Project Management certification such as PMP, Prince2, Agile, or equivalent.
• Previous Managed Services experience within hirify.global or a comparable organization.

Culture & Benefits

• Full-time onsite work in West London.
• Work with customer-facing EMEA Managed Services contracts and cross-functional NCR delivery organizations.
• Employment is conditional upon passing applicable screening criteria.
• Equal employment opportunity and commitment to an inclusive workplace.