Change Manager in London

This role is an 18 month FTC. Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customers’ needs and it takes a great team to do this.

We are looking for a dedicated and versatile individual to join our Service Delivery team as a Business Change Manager. It is an exciting time to join c2c as we move into a new era of railway reform, aligning with Great British Railways (GBR) and the Department for Transport (DfT) to deliver a simpler, more connected and passenger‑focused railway.

Purpose of the Role: Work as the Change Manager for the iROPS Project, operating as an IT‑literate, collaborative team player who supports the Service Delivery Management team by providing Change Management expertise to the c2c PMO in delivering multiple high‑profile, high-value, and high‑impact initiatives. The role involves working closely with senior stakeholders and operational teams to manage the end‑to‑end change process associated with implementing a new Resource and Planning Suite. This includes assessing organisational impacts, driving stakeholder engagement, and ensuring effective communication, training, and adoption strategies are in place.

The Change Manager is the bridge between technical delivery and business operations, ensuring a seamless transition, alignment with organisational objectives, and successful embedding of new rostering processes to deliver improved efficiency, compliance, and workforce optimisation.

Key Responsibilities

• Change Strategy & Planning: Develop, implement and deploy comprehensive change management strategies and plans for the rollout of the new Resource and Planning Suite. Ensure alignment with business goals and operational needs, guiding teams through the transition with minimal disruption.
• Stakeholder Engagement: Work closely with a wide range of stakeholders, including senior executives, operational teams, and trades unions, to ensure smooth communication and buy‑in. Develop presentations and guidance notes, embed the benefits and impacts of the change, and secure union support for new systems and operational changes. Provide expert guidance on managing organisational change, support training and user guide development.
• Governance & Reporting: Present progress and project updates to senior and executive teams. Prepare high‑quality written reports, papers, and proposals, ensuring clear communication of key messages. Assist with procurement activities, support procurement decisions aligned with the change strategy, conduct “as is” and “to be” analysis, develop training and adoption plans, and ensure adequate employee training. Assist in developing parallel running activities, testing success criteria, and cut‑over programmes. Fully understand the current systems, fill capability gaps, and align people and processes with new system capabilities. Work closely with the c2c Trades Union Company Councils and local representatives. Provide input to the Annual Business Planning process, ensure GDPR compliance, and support delivery of efficient rail operations contributing to the c2c net‑zero policy.
• Impact Assessment: Conduct detailed change impact assessments across workforce, processes, and systems—particularly for the new Resource and Planning Suite and its integration with HR and payroll functions.
• Continuous Improvement: Capture lessons learned and post‑implementation feedback to refine change approaches and support ongoing optimisation of rostering processes.
• Benefits Realisation: Support the tracking and validation of expected benefits, ensuring the rostering solution delivers measurable improvements in efficiency, compliance, and workforce optimisation.

Experience, Knowledge and Qualifications Required

• Educated to degree level or equivalent, with general education to GCSE, O level, or equivalent standards, including English, Mathematics and Science to at least GCSE Grade C/Level 4.
• Demonstrable experience in leading and managing change initiatives, especially in complex environments with multiple stakeholders. Familiarity with structured change management methodologies (e.g., ADKAR, Prosci) is a plus.
• Ability to investigate and interpret data thoroughly, build business cases, and have detailed knowledge of industry‑recognised systems and technology.
• Experience working with trades unions, navigating union consultation and negotiation processes, and managing industrial relations in the context of operational change.
• Excellent interpersonal and communication skills, with a proven ability to engage and influence senior executives, union representatives, operational managers, and staff.
• Member of an appropriate professional body, e.g., the Chartered Institution of Railway Operators to at least Member level.