Service Care Solutions Ltd
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ICF Change Manager

Role: Intelligent Client Function Business Change Manager
Pay Rate: Up to £400 per day
Location: Kilburn Police Station, London
Vetting Level: CTC

As a Business Change and Engagement Manager within the Intelligent Client Function (ICF) of Met Shared Services (MSS), you will be responsible for managing the supplier of the MPS Shared Services contract, valued at over £300 million.

This contract is crucial to the MPS as it provides HR, Finance, and Commercial services.

In this role, you will:

  • Shape and deliver change and engagement activities across the ICF.

  • Champion change and engagement, setting standards and defining approaches.

  • Manage and monitor the supplier's performance to ensure the best value for the MPS.

  • Collaborate with colleagues across MPS to propose changes to contract performance.

  • Oversee change proposals, ensuring governance is followed.

  • Identify opportunities for service improvements, savings, and innovations.

Key Responsibilities:

  • Provide technical strategic oversight of the end-to-end BSS contract change management process in line with the contracted services, responsibilities, and governance.

  • Ensure accurate record-keeping of the status of all requests for change and manage stakeholders' expectations by producing accurate management information.

  • Develop, manage, and maintain a targeted stakeholder engagement strategy, approach, and coordinate the overall plan for engagement to continuously improve the service while managing a requirement to stabilize change requests.

  • Proactively identify and, where possible, resolve risks or issues by working with key stakeholders to ensure current and future change requirements are understood and implemented.

  • Manage the triage process of Requests for Change and Supplier Impact Assessments with the wider ICF Team and Commercial Contract Manager, providing expert feedback and engaging with the relevant parties on the outputs of the triage assessment.

  • Challenge stakeholders and clarify where required, ensuring requirements are clearly articulated to provide a return on investment in line with business priorities.

  • Hold the supplier to account against agreed SLAs and delivery by providing weekly MI and reports as required, escalating risks and issues, and managing the Change and Business Engagement Leads.

Selection Criteria: Essential

  • Experience of leading Change Management in a large and/or complex organisation.

  • Experience of building relationships, influencing, negotiating, and providing challenge to management-level stakeholders.

  • Excellent communication skills with the ability to communicate information effectively both verbally and in writing to internal and external stakeholders at all levels.

  • Robust planning and organisational skills to prioritise and manage an often changing workload with the ability to work well under pressure, prioritising a demanding workload effectively with a flexible approach.

  • High level of accuracy and attention to detail with a solutions-focused mindset and problem-solving approach.

  • Experience in providing effective coaching and management to individuals in the team, contributing to a collaborative team culture and an environment of continuous learning.

  • Experience of identifying and challenging underperformance relating to supplier's service provision or quality of outputs with business users.

  • A customer service approach with the ability to put the customer first and design processes to meet customers' needs.


  • Professional qualification in Change Management.