Senior Change Manager

About NCR VOYIX

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.

Title: Sr Change Manager

Location: On Site, West London

SUMMARY & KEY AREAS OF RESPONSIBILITY:

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. You will need an understanding of Managed Services delivery and skills to work across multiple teams across both customer and NCR stakeholder teams

·       Member of the UK Managed Services Management Office reporting to the Executive Services Manager Responsible for managing customer changes within BAU.

·       A subject matter expert who owns and manages change projects (and their success) from start to finish

·       Position required to maintain working relationships with NCR teams, including, but are not limited to, MS Software Distribution Delivery, MS Incident Management & Helpdesk, Managed Services Quality & Engineering, Software Support, Field Support Specialists, ITS and Professional Services

·       Co-ordinate between NCR teams for scoping CR software changes

·       Ensure all change management is funded including the time to scope and manage the change

·       Provide an audited trail of changes for contract compliance

·       Run customer change board calls via Teams – twice per week

·       Change management in relation to remote software deployments: to cover liaison with Professional Services (if applicable), ensure testing and certification with NCR Managed Services Engineering & Quality Team, customer testing process is signed off, prior to deployment via NCR Software Distribution team. Ensure the change is deployed successfully. Weekly Customer Notification on planned system changes or outages which may impact customer service

·       Keeping track of Global Change Freeze periods and communicating Change Freeze Schedule to both customer, NCR stakeholder teams and all third parties who participate in change process in timely manner.

·       Liaise with Delivery and ITS to ensure Root Cause Analysis is shared with the customer for system outages

·       Provide thoughtful recommendations for procedures, processes, and improvements to handling NCR delivery & customer change

·       Responsible for coordinating remote deployment communications in case of failure and/or business impact , including compiling deployment information for reviews with the customer if required

·       Review and evaluate remote deployment documentation deliverables for completeness and accuracy; Conduct post-implementation review and communicate results to facilitate learning

·       Ensure resources are committed and engaged for all remote deployment phases

·       Identify key remote deployment milestones and assess risks

·       Based on what our customers need, your daily job responsibilities may shift and change. Role may involve travelling for customer meetings

·       Track, prepare and distribute communications to all relevant stakeholders for upcoming promotions.

CANDIDATES PROFILE AND QUALIFICATIONS:

·       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

·       Additional Job Description

Additional Job Description

Key Functions : Keep a historic log of all change requests, updates and make sure that contractually obligated distributions per year are not breached; Make sure that only contractually agreed distributions are delivered and if they are out of predefined scope make sure that same are reviewed for charging; Request test packages are deployed on NCR test system Test each new software update package on the NCR test ATMs; Authorize Software Distribution Team (SWD) to deploy each package; Facilitate with PS to manage and test any Gold Build releases, expected to be twice per annum ; Work on problem management of software update issues to resolution; Microsoft Updates, hotfixes and security updates

Key Responsibilities

Change Governance & Control

• 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.

Deployment & Release Coordination

• 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.

Risk & Service Protection

• 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.

Reporting & Metrics

• 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.

Required Qualifications

Experience

• 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.

Technical & Professional Skills

• 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

Preferred Qualifications

• 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.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

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.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”