Focus Group

Telecoms, IT, and cybersecurity solutions provider

Change Manager

IT OperationsUpdated on Nov 13

Full-timeBirmingham, UK£45k - £50k /yr

About the Job

Requirements

Proven experience running an ITIL-aligned Change Enablement process, including chairing Change Advisory Boards and authorising changes.
ITIL 4 Foundation certification.
Hands-on change management experience in ServiceNow or a comparable IT service management tool.
Good working knowledge of IT infrastructure, including Windows Server and desktop, networking, Microsoft 365, cloud services and Voice over Internet Protocol telephony.
Strong risk and impact assessment skills, with sound judgement on when to apply control and when to allow flexibility.
Ability to explain technical risk to non-technical stakeholders and challenge constructively.
Ability to manage competing priorities across several customers.

Responsibilities

Act as the main point of contact for change on assigned customers, build strong relationships, and represent the company at customer meetings and service reviews.
Manage the full lifecycle of Normal, Standard and Emergency changes, assess risk, impact and readiness, and authorise changes in line with the approval process.
Chair internal and customer-facing Change Advisory Boards, make clear decisions and explain when a change is not ready.
Coordinate Emergency Changes during high-priority incidents, balancing rapid service restoration with appropriate control.
Manage customer changes within the Forward Schedule of Change, identify conflicts and protect business continuity.
Lead Post Implementation Reviews for failed or problematic changes, identify root causes and agree actions.
Create and maintain Standard Changes for repeatable, low-risk work, and use change data to identify automation opportunities.
Produce key performance indicator reporting for customers and train engineers on the Change Enablement process and ServiceNow.

Desired Qualifications

Change Enablement experience in a managed service provider or IT and telecommunications service provider.
ITIL 4 Practitioner: Change Enablement, or another ITIL 4 intermediate certification.
Experience building Standard Changes and leading Post Implementation Reviews and root cause analysis.
Experience producing key performance indicator reports and dashboards for management and customers.
Working knowledge of Incident, Problem and Release Management.
Experience guiding or mentoring junior colleagues.

Change Manager

Location: Birmingham (hybrid)
Salary: £45,000 to £50,000

Introduction

Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in AI (artificial intelligence) to transform how we operate and how we serve our 30,000 small and medium-sized business customers. As we continue to expand through strategic acquisitions, we’re committed to setting new industry standards in managed service excellence.

As Change Manager in our Proactive Service Operations team, you’ll own Change Enablement for a set of valued customers. That means making sure every change to their IT services is risk assessed, authorised, scheduled and reviewed, so we deliver change quickly and safely without causing disruption. You’ll be the go-to person on change for your customers and the engineers who support them. This is an ITIL 4 (Information Technology Infrastructure Library) role focused on IT services, not business change management.

Act as the main point of contact for change on your assigned customers, building strong relationships and representing Focus Group at customer meetings and service reviews.
Manage the full lifecycle of Normal, Standard and Emergency changes, assessing risk, impact and readiness and authorising changes in line with our approval process.
Chair internal and customer-facing Change Advisory Boards (CABs), making clear decisions and saying no constructively when a change isn’t ready.
Coordinate Emergency Changes during high-priority incidents, balancing fast restoration of service with the right level of control.
Manage your customers’ changes within the Forward Schedule of Change, spotting conflicts and protecting business continuity.
Lead Post Implementation Reviews (PIRs) for failed or problematic changes, finding root causes and agreeing actions.
Create and maintain Standard Changes for repeatable, low-risk work, and use change data to identify automation opportunities.
Produce KPI (key performance indicator) reporting for your customers and train engineers on the Change Enablement process and ServiceNow.

Essential

Proven experience running an ITIL-aligned Change Enablement process, including chairing CABs and authorising changes.
ITIL 4 Foundation certification.
Hands-on change management experience in ServiceNow or a comparable IT service management tool.
Good working knowledge of IT infrastructure, including Windows Server and desktop, networking, Microsoft 365, cloud services and VoIP (Voice over Internet Protocol) telephony.
Strong risk and impact assessment skills, with sound judgement on when to apply control and when to allow flexibility.
A confident communicator who can explain technical risk to non-technical stakeholders and challenge constructively.
Well organised, with the ability to manage competing priorities across several customers.

Desirable

Change Enablement experience in a managed service provider or IT and telecoms service provider.
ITIL 4 Practitioner: Change Enablement, or another ITIL 4 intermediate certification.
Experience building Standard Changes and leading PIRs and root cause analysis.
Experience producing KPI reports and dashboards for management and customers.
Working knowledge of Incident, Problem and Release Management.
Experience guiding or mentoring junior colleagues.

Internal Job Level Reference: Specialist / Team Leader

About the Company

Focus Group

Telecoms, IT, and cybersecurity solutions provider

Focus Group is a UK technology services provider offering telecoms, connectivity, IT, cybersecurity, mobile services, and energy as a single package for businesses. It supports hosted or on-premise phone systems, VoIP, and Microsoft Teams integration, plus managed IT services, cloud (e.g., Microsoft 365), and disaster recovery, with a single bill and one point of contact. The company stands out by partnering with multiple network providers to tailor flexible, competitively priced bundles rather than relying on one vendor, and it has grown through active M&A with private equity backing. Its goal is to simplify technology management for UK organizations by providing an integrated, end-to-end solution for communications, IT, and security needs.

Company size: 1,001-5,000
Company stage: Growth Equity (Non-Venture Capital)
Total funding: $28.1M
Headquarters: Shoreham-by-Sea, United Kingdom
Founded: 2004

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