Process and Change Manager
| Dyddiad hysbysebu: | 11 Tachwedd 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | £40000-55000 per annum |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 18 Tachwedd 2025 |
| Lleoliad: | Bristol, BS14QP |
| Cwmni: | Serco Limited |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 305528-43774769 |
Crynodeb
Serco Limited
Process and Change Manager
Salary: £40,000
- £55,000Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).
Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.
Key purpose
The process and change manager will play a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. This person will focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures.
The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. These improvements will increase benefit realization, value creation, ROI and the achievement of results and outcomes.
The process and change manager will also have overall responsibility for maintaining a review schedule of contractual documents, managing changes to these, and assigning business analyst resources appropriately.
Structure and reporting relationship
This role sits within the transformation team and will report direct to the Head of Transformation.
Key accountabilities
- Project Management – Delivery of Change Request Projects to successful conclusion using and adhering to accepted processes and principles including the creation of risk registers and associated mitigation plans and the appropriate assignment of tasks to team members of a multi-functional background.
- Business improvement – Support Head of Transformation in delivery of a continuous improvement program. In addition to taking a lead role in identifying and developing specific and cross-organisational fit for purpose solutions to meet client needs.
- Relationship Management – Build and maintain positive client relationships with internal and external clients, at Senior Management level Heads of Service/ department).
- Contract management – To ensure contractual obligations are produced in a timely manner and managed through the Stakeholder programme.
- Data Analysis & Evaluation – Conduct interview with client representatives at senior management level or below and interpret and evaluate complex data (e.g. trends, extrapolation and regression) in order to diagnose and develop solutions to resolve cross
- functional operational/ tactical client problems.
- Process Analysis – Analyse and document existing cross functional business processes to improve business performance.
- Document control – Identify business critical and contractual documentation and maintain a review schedule of these.
Essential technical and professional skills, knowledge, and qualifications
- Communication
- Able to communicate with Managers at senior manager level and can present issues in a clear and concise manner, via the most appropriate media. Design and facilitate workshops to resolve problems, obtain information and data or redesign processes with senior managers from the client organisation. Design and deliver presentations.
- Knowledge – Experience of working within the functional assessment space of either PIP, WCA or SB.
- Leadership – Ability to influence differing stakeholders and lead a team through transitions and change.
- Literacy
- Able to analyse and interpret complex business information. Must be a competent writer of business letters and reports, with the ability to structure a coherent argument.
- Planning
- Able to develop and manage medium scale innovation & business change project plans for cross-functional operational/tactical change assignments.
- Business Awareness
- Able to demonstrate a detailed understanding of the markets that Serco operates in, and a deep understanding of the public sector.
- Problem Solving
- Able to interpret data accurately and develop creative, supportable, and implementable solutions to complex cross-functional business problems.
- Governance, Innovation, Business Change & project management skills and experience required.
- Evidence of a consistent record of delivery of personally led projects with positive feedback from Manager, peers and clients.
- Proven capabilities in Transition, Project Management & Business Change methodologies.
- Expertise in the use of office automation tools including Word, Excel and PowerPoint.
- Good experience of project planning tools such as Microsoft Project.
- Advanced facilitation skills
- Advanced presentation skills
Additional features of the role
The role will be measured by:
- Positive feedback received from key stakeholders.
- All risks managed with appropriate mitigation plans.
- Achievement of relevant defined quality standards.
- Delivery of appropriate solutions on time and to budgets.
- Overall engagement score of teams.
- Business cases and cases for change agreed by key stakeholders.
- Benefits achieved.
- Individual utilisation.
- Compliance with Customer Solutions and SMS policies and procedures.
What we offer
- Up to 6% contributory pension scheme.
- Life insurance.
- 25 days annual leave plus bank holidays. Options for annual leave purchase.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
- A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
- Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
- Interesting and enjoyable work.
- Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
Process and Change Manager
Salary: £40,000
- £55,000Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).
Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.
Key purpose
The process and change manager will play a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. This person will focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures.
The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. These improvements will increase benefit realization, value creation, ROI and the achievement of results and outcomes.
The process and change manager will also have overall responsibility for maintaining a review schedule of contractual documents, managing changes to these, and assigning business analyst resources appropriately.
Structure and reporting relationship
This role sits within the transformation team and will report direct to the Head of Transformation.
Key accountabilities
- Project Management – Delivery of Change Request Projects to successful conclusion using and adhering to accepted processes and principles including the creation of risk registers and associated mitigation plans and the appropriate assignment of tasks to team members of a multi-functional background.
- Business improvement – Support Head of Transformation in delivery of a continuous improvement program. In addition to taking a lead role in identifying and developing specific and cross-organisational fit for purpose solutions to meet client needs.
- Relationship Management – Build and maintain positive client relationships with internal and external clients, at Senior Management level Heads of Service/ department).
- Contract management – To ensure contractual obligations are produced in a timely manner and managed through the Stakeholder programme.
- Data Analysis & Evaluation – Conduct interview with client representatives at senior management level or below and interpret and evaluate complex data (e.g. trends, extrapolation and regression) in order to diagnose and develop solutions to resolve cross
- functional operational/ tactical client problems.
- Process Analysis – Analyse and document existing cross functional business processes to improve business performance.
- Document control – Identify business critical and contractual documentation and maintain a review schedule of these.
Essential technical and professional skills, knowledge, and qualifications
- Communication
- Able to communicate with Managers at senior manager level and can present issues in a clear and concise manner, via the most appropriate media. Design and facilitate workshops to resolve problems, obtain information and data or redesign processes with senior managers from the client organisation. Design and deliver presentations.
- Knowledge – Experience of working within the functional assessment space of either PIP, WCA or SB.
- Leadership – Ability to influence differing stakeholders and lead a team through transitions and change.
- Literacy
- Able to analyse and interpret complex business information. Must be a competent writer of business letters and reports, with the ability to structure a coherent argument.
- Planning
- Able to develop and manage medium scale innovation & business change project plans for cross-functional operational/tactical change assignments.
- Business Awareness
- Able to demonstrate a detailed understanding of the markets that Serco operates in, and a deep understanding of the public sector.
- Problem Solving
- Able to interpret data accurately and develop creative, supportable, and implementable solutions to complex cross-functional business problems.
- Governance, Innovation, Business Change & project management skills and experience required.
- Evidence of a consistent record of delivery of personally led projects with positive feedback from Manager, peers and clients.
- Proven capabilities in Transition, Project Management & Business Change methodologies.
- Expertise in the use of office automation tools including Word, Excel and PowerPoint.
- Good experience of project planning tools such as Microsoft Project.
- Advanced facilitation skills
- Advanced presentation skills
Additional features of the role
The role will be measured by:
- Positive feedback received from key stakeholders.
- All risks managed with appropriate mitigation plans.
- Achievement of relevant defined quality standards.
- Delivery of appropriate solutions on time and to budgets.
- Overall engagement score of teams.
- Business cases and cases for change agreed by key stakeholders.
- Benefits achieved.
- Individual utilisation.
- Compliance with Customer Solutions and SMS policies and procedures.
What we offer
- Up to 6% contributory pension scheme.
- Life insurance.
- 25 days annual leave plus bank holidays. Options for annual leave purchase.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
- A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
- Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
- Interesting and enjoyable work.
- Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
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