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Head of DTS Change Management



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Centrica has an exciting opportunity for a Head of Change Management. The Head of Change Management leads the Global Change and Asset & Configuration Management teams in ensuring controls and governance in the delivery of, and access to all IS systems in accordance with ITIL standards.

The Role

  • Governance of controls for delivery of change to production systems
  • Analyse and gain insight into trends, challenging the performance of our operation and support teams, taking proactive and remedial actions to improve processes and procedures to avoid incidents resulting from change and delivering measurable reduction in risk
  • Effective stewardship of the Asset and Configuration Management database in line with agreed service targets
  • Lead governance and operational meetings to support the overall end to end delivery of a successful service
  • Prioritise and deploy resources, responding to changing circumstances and understand the impacts on customers, agents and field engineers, legal and regulatory compliance, brand value and media exposure
  • Hold senior leaders to account across IS and the business, recognising their vital role in tackling issues and improving the capability of our organisation to provide change
  • Create effective relationships between the team and key stakeholders including senior leaders and operational managers across Centrica, earning their confidence, trust and respect
  • Communicate clearly and proactively with senior executives and other key stakeholders, avoiding escalations and ensuring common understanding of status and outcomes
  • Manage third party support teams, suppliers and service providers effectively, using established governance to hold them accountable and achieve the right outcomes
  • Create a clear vision and strategy for the team meeting the rapidly changing demands of the business, for example smart metering, digital channels, connected homes, and dealing with new types of providers such as cloud services
  • Manage and develop the team within a culture of total engagement and continuous improvement, reflecting the values of Centrica in all that they do
  • Develop and maintain operational policies, standards, procedures and guidelines for the Change and CMDB Management process. Promote the process and educate other areas of Centrica IS in the process.

The Person

  • Understand the dynamics of a large-scale customer service environment in a highly competitive and highly regulated environment
  • Positive attitude to developing professional knowledge, expertise and personal skills that lead to increased effectiveness
  • Role model for colleagues to aspire to emulate in terms of service delivery, values and leadership behaviours
  • Process driven, structured and analytical approach
  • Exceptional leadership skills, directing diverse technical and business resources in a matrix organization, including third party suppliers and service providers
  • Ability to manage ITIL functions and drive high performance outcomes
  • Excellent interpersonal skills, engaging stakeholders at all levels of an organization, maintaining effective relationships
  • Exceptional skills in written and verbal communication at all levels in an organization
  • Ability to think strategically and provide solutions
  • Strong people management skills, motivating, developing and building teams
  • Ability to work under pressure, setting and managing priorities and delivering outcomes
  • Ability to direct 3rd party suppliers and to understand and make best use of commercial contracts and obligations
  • Risk management
  • Proven experience in senior IS operational roles including leading change management operations in large scale customer service environments
  • Proven leader with the drive and enthusiasm to energise and mobilise both the direct team and all other parties and service providers
  • Ability to achieve desired outcomes through influence and negotiation, including via internal IS resources, third party suppliers, business resources and senior executives
  • Ability to engage with stakeholders at all levels of an organisation and build and maintain effective relationships
  • Ability to learn rapidly to meet new challenges whilst maintaining a positive and optimistic outlook
  • Demonstrable skills in written and verbal communication at all levels within the organization
  • Experience and detailed understanding of all ITIL disciplines
  • Experience of managing service delivery via commercial contracts with third parties
  • Broad technical understanding of IS technologies
  • Budget planning, financial management and development of business cases and cost-benefit analysis
  • Ability to assimilate large amounts of information and interpret trends
  • Process development and improvement skills
  • Risk management
  • ITILv3 Service Management Foundation qualified

The Company

Centrica plc, a FTSE 100 company, has operations in UK, North America and Europe. With 30+ million customer-product relationships, Centrica's vision is to become the leading integrated supplier of energy and related services for its chosen markets and maximise value to shareholders. Centrica's brand names include British Gas, Direct Energy (North America). At Centrica, our purpose is to help people today and secure energy for tomorrow.

PLEASE APPLY ONLINE by hitting the 'Apply' button. Please upload your cover letter and CV as one document.

Applications will ONLY be accepted via the ‘Apply’ button.

To request an update on this role, or if you have any problems uploading your CV please email careers@centrica.com typing ‘Update required: Head of DTS Change Management R9936951’ in the subject title.

Agencies: Centrica operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to PSL@centrica.com.