• Create, maintain, manage & continuously review the backlog of small changes to ensure that they are prioritised in line with overall business priorities.
• Working with the senior leadership of the Business Change function, ensure that the prioritisation criteria is regularly reviewed, is communicated to relevant stakeholders and is applied to the current backlog.
• Working with Business Change Managers to triage new changes (defects, incidents, small CR’s) to understand the impact on the Business in detail, quantifying the impacts to Customers, Colleagues and Shareholders.
• Act as a single point of contact for all smaller changes which form part of the “backlog” (changes not related to a specific project, for example change requests identified post-project warranty or defects agreed to remain open at project closure) – this will be achieved working in conjunction with the Business Change Managers.
• Work with Release Management and the Delivery and Project Teams to prioritise defects in the build up to all simple and complex releases to ensure that defects are prioritised consistently and that the right decisions are made at the point that code needs to be “locked down”.
• Establish and regularly review the prioritisation criteria and communicate to relevant stakeholders
• Accountable for the communication and stakeholder management of changes related to this, understanding the up and downstream changes required to business processes and technology
• Work with Business Change, Business Leads and IT Teams to ensure that any known defects which will not be fixed prior to go-live have a clearly articulated impact and that any remedial actions are taken to manage this (e.g. interim processes, commercial compromises accepted).
• Highlight Risks and Issues with items that are on the Backlog using the UK&I Risk Framework and escalate any significant Risks and Issues to the Business Change senior leadership team.
• Maintain regular communications with all relevant stakeholders to provide a clear view on which changes will be delivered and when, ensuring that the relevant Business Areas are ready to accept the changes.
• Work with Business Change team to ensure that any dependencies are considered as part of the prioritisation activity, ensuring that changes are delivered at the appropriate time to the business teams.
• Work with key stakeholders to continually improve the end-to-end processes related to maintenance release management
• Be the “voice of the customer” – ensuring that the impact of changes on customers is understood, articulated and is at the heart of decision making.
• Excellent commercial acumen and decision making skills
• Effective interpersonal and influencing skills to drive strategy across business units and up into the Board.
• Experience of managing suppliers to deliver business requirements to timescales and budgets.
• Excellent verbal and written communication skills
• Confidence to make clear decisions and recommendations
• Able to work on own initiative (proactive attitude)
• Awareness of commercial targets and constraints and the ability to work to these
• Drive, resilience and energy and the ability to adapt quickly to changes in priority
• Ability to see the big picture, analyse complex delivery schedules and evaluate ways to meet expectations
• Issue management and escalation
• Forward thinker looking to actively improve performance via new methods
• Understands customer needs
• Familiarity with project management methodologies
• Sufficiently “technical” – understand the processes required to deliver technical changes, and understand at a high level the technical architecture.
• Able to evaluate trends and outliers in order to make recommendations future process & technical improvements