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- Tasks: Lead the change process and ensure smooth technology transitions at British Airways.
- Company: Join British Airways, a pioneering airline connecting Britain with the world for over 100 years.
- Benefits: Enjoy unlimited flight perks, discounted airfares, and opportunities for personal growth.
- Why this job: Be part of a dynamic team driving digital evolution in a globally recognised airline.
- Qualifications: Experience in ITIL Change Management and hands-on expertise with ServiceNow required.
- Other info: This role is not eligible for visa sponsorship; applicants must have the right to work in the UK.
The predicted salary is between 72000 - 96000 £ per year.
Join our dynamic IT Operations team at British Airways where you’ll play a pivotal, hands-on role in shaping how technology changes are governed and delivered across the organisation. As an ITIL Change Lead, you will be directly responsible for leading the change process end-to-end, owning outcomes, influencing behaviours, and ensuring the stability and agility of our digital ecosystem.
What You’ll Do
- Take personal ownership of implementing and evolving Change Management procedures, enabling both agile and traditional delivery approaches.
- Drive the adoption of new change models including Multimodal and DevOps change, using automation within tools like ServiceNow to accelerate safe and secure change delivery.
- Personally lead the change lifecycle – including chairing CAB meetings, overseeing approvals, and ensuring rigorous risk assessment and contingency planning.
- Influence teams across BA Digital and our suppliers to embed consistent change governance practices, ensuring compliance and operational readiness.
- Monitor change performance, identify trends through data, and lead improvement initiatives that enhance reliability, velocity, and service quality.
- Act as a key figure in audit and compliance readiness, ensuring all aspects of change process adherence are demonstrable and reportable.
What You’ll Bring To British Airways
- A confident, influential presence with the ability to lead governance activities and drive cross-team alignment.
- Strong communication skills and the ability to clearly articulate personal contributions and decisions.
- A proactive and analytical mindset with a passion for stability, agility, and continuous improvement.
- The ability to own problems end-to-end, showing initiative and accountability throughout the change process.
Your Experience
- Deep practical knowledge of ITIL Change Management (ideally ITIL v4), with experience owning change process outcomes.
- Hands-on ServiceNow expertise, including DevOps Change functionality and automated change workflows in a large complex commercial focused organisation.
- Proven experience leading change in fast-paced, complex digital environments with multiple delivery partners.
- Comfortable leading formal meetings such as CAB, with experience in governance and escalation roles.
Ready to lead impactful change at one of the world’s most iconic airlines? Apply now and take your place at the heart of British Airways’ digital evolution.
What We Offer
We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary. From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family. At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress. We never stand still, and we don’t expect our people to either.
Inclusion & Diversity
At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work. Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.
This role is not eligible for visa sponsorship. Applicants must have the legal right to work in the United Kingdom.
ITIL Change Lead employer: British Airways
Contact Detail:
British Airways Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITIL Change Lead
✨Tip Number 1
Familiarise yourself with the latest ITIL v4 practices, especially focusing on Change Management. Understanding the nuances of how British Airways implements these practices can give you an edge in discussions during interviews.
✨Tip Number 2
Showcase your hands-on experience with ServiceNow, particularly in relation to DevOps Change functionality. Be prepared to discuss specific examples of how you've used automation to enhance change delivery in previous roles.
✨Tip Number 3
Prepare to demonstrate your leadership skills by discussing past experiences where you chaired formal meetings like CAB. Highlight how you influenced cross-team alignment and drove governance activities effectively.
✨Tip Number 4
Research British Airways' digital transformation initiatives and be ready to share your insights on how you can contribute to their goals. Showing that you understand their vision will set you apart from other candidates.
We think you need these skills to ace ITIL Change Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with ITIL Change Management and ServiceNow. Use specific examples that demonstrate your ability to lead change processes and influence teams.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and how your skills align with British Airways' values. Mention your proactive mindset and ability to drive continuous improvement in change management.
Highlight Relevant Experience: When detailing your work history, focus on your hands-on experience in fast-paced digital environments. Emphasise your leadership in CAB meetings and your expertise in automated change workflows.
Showcase Communication Skills: Since strong communication is key for this role, provide examples of how you've effectively articulated decisions and influenced cross-team alignment in previous positions.
How to prepare for a job interview at British Airways
✨Showcase Your ITIL Knowledge
Make sure to highlight your deep practical knowledge of ITIL Change Management, especially if you have experience with ITIL v4. Be prepared to discuss specific examples of how you've implemented change processes in previous roles.
✨Demonstrate Leadership Skills
As an ITIL Change Lead, you'll need to show that you can lead governance activities and influence cross-team alignment. Prepare to share instances where you've successfully led teams or chaired meetings, particularly CAB meetings.
✨Emphasise Communication Abilities
Strong communication skills are crucial for this role. Practice articulating your thoughts clearly and confidently, especially when discussing your contributions and decisions in past projects.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and your approach to risk assessment and contingency planning. Think of scenarios where you've had to own problems end-to-end and be ready to explain your thought process.
