Change Manager

Tech Kings Cross, London Req. UMG-3796


Job title: Change Manager
Responsible to: Director, IT Operations
Department: Global IT
Location of work: 4 Pancras Square, King’s Cross


Music is Universal

It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD and other forms of neurocognitive variation.

We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email  


The A Side: A Day in The Life


We are currently seeking an experienced Change Manager to operate the UMG IT Operations Center. The Change Manager ensures that all changes are managed in a controlled manner, including standard changes and emergency maintenance relating to business processes, applications, and infrastructure. This includes change standards and procedures, impact assessment, prioritization and authorization, emergency changes, tracking, reporting, closure, and documentation.


The B Side: Skills & Experience


Be Organised  

  • Chair the Change Advisory Board (CAB), and ensures the CAB has the information needed to evaluate changes:
    • Table all RFCs for CAB meetings
    • Issue agenda and circulate all RFCs to CAB members in advance of meetings to allow prior consideration
    • Decide which CAB members will come to which meetings, and who gets specific RFCs depending on the nature of the RFC
    • Convenes urgent CAB meetings as required
  • Ensure that changes are logged, prioritized, categorized, assessed, authorized, planned, and scheduled, and are introduced in a controlled and coordinated manner
  • Maintain a tracking and reporting system to document rejected changes, communicates the status of approved and in-process changes, and completes changes
  • Make certain that approved changes are implemented as planned and ensure that they have met their objectives. Referring back to any changes that have been backed out of and have failed
  • Whenever changes are implemented, updates the solution and user documentation and the procedures affected by the change accordingly
  • Produce regular management reports

Be Knowledgeable


  • Establish the process for change management and ensure that each change follows the complete procedure to ensure minimum disruption to IT services
  • Authorise acceptable changes, either alone or after a CAB has taken place
  • Analyses change records to determine any trends
  • Carefully manage emergency changes to minimize further incidents and make sure the change is controlled and takes place securely. Verifies that emergency changes are appropriately assessed and authorized after the change
  • Evaluate all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess whether change will adversely affect the operational environment and introduce unacceptable risk


Be Collaborative


  • Liaise with all necessary parties to coordinate change building, testing, and implementation, in accordance with schedules
  • Works with Configuration Management to ensure that CI changes are entered in the CMDB
  • Participate in root cause analysis sessions


Person Specification



  • Strong experience working with ServiceNow
  • Knowledge of deployment and implementation methodologies (Agile, EDM, Infrastructure etc.) of related technical change management experience
  • Experience in project management and knowledge of approaches, tools, and phases of project lifecycle 
  • Solid understanding of the software development lifecycle
  • Understanding of configuration management principles
  • Familiar with controls and audit compliance/SOX
  • Able to exercise independent judgement and take action on it
  • Strong analytical and creative problem-solving skills
  • Strong listening, written and oral communication skills
  • Strong relationship, interpersonal, and team skills
  • Experience working in a team-oriented, collaborative environment
  • Excellent time management and organisation



  • ITIL v3 experience/ practitioner certification in Change Management preferable
  • Thorough knowledge of IT operations, information technology best practices, and industry trends.
  • Professional ITIL based problem-solving approach that includes root cause analysis, corrective action, and buy-in
  • Proven ability to work effectively within and across diverse global teams, developing and maintaining collaborative relationships
  • Strong track record of working in the computer industry


 Bonus Tracks: Your Benefits


  • Group Personal Pension Scheme (between 3% and 9%)
  • Private Medical Insurance
  • 25 paid days of annual leave
  • Interest Free Season Ticket Loan
  • Holiday Purchase scheme
  • Dental and Travel Insurance options
  • Cycle to Work Scheme
  • Salary Sacrifice Cars
  • Subsidised Gym Membership
  • Employee Discounts (Reward Gateway)

Just So You Know…

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.