Change Delivery Lead (Conversational AI)

TL;DR

Change Delivery Lead (Conversational AI): Coordinating and prioritizing end-to-end service delivery across contact center platforms and digital customer journeys with an accent on AI enablement and business change. Focus on managing sprint-based delivery, balancing demand against capacity, and ensuring adherence to governance frameworks.

Location: Must be based in or able to commute to Manchester or Glasgow (office attendance required at least 3 days a week)

Company

A leading telecommunications and technology provider delivering digital services and connectivity solutions.

What you will do

• Own and run the delivery cadence, including sprint planning and backlog prioritization.
• Translate backlog items into value-led delivery plans balancing customer outcomes and business priorities.
• Facilitate day-to-day delivery coordination across Product, Technology, and Operations teams.
• Manage risks, dependencies, and blockers to ensure efficient progress.
• Lead the Change Advisory Board (CAB) to ensure structured assessment and control of change activity.
• Drive continuous improvement of delivery processes and ways of working.

Requirements

• Must be based in or able to commute to Manchester or Glasgow.
• Strong experience in delivery, change, or implementation management within technology or service environments.
• Proven ability to coordinate complex change across multiple teams and dependencies.
• Experience building and managing value-led delivery roadmaps.
• Ability to work in a hybrid environment with at least 3 days per week in the office.

Nice to have

• Experience operating within agile or sprint-based delivery models.
• Familiarity with ITIL or equivalent service management methodologies.
• Background in customer service, contact center, or digital service environments.
• Experience managing release cycles across development, test, and production environments.

Culture & Benefits

• 10% on-target annual bonus.
• Market-leading pension scheme (5% employee / 10% employer contribution).
• Comprehensive family support including equalized maternity, paternity, and adoption leave.
• Access to 24/7 online private GP for you and your family.
• Discounted EE and BT products.
• Holiday purchase scheme and flexible benefit selection.