Service Operations Associate - Change Management

Position Overview

The Service Operations Practitioner – Change Management is an ITIL‑aligned role responsible for the coordination and governance of standard and planned changes across the EMEA data centre estate. The role is positioned at a Junior to Associate level, depending on experience, and is well suited to individuals developing their capability in service operations and change governance.

The role ensures changes are correctly assessed, approved, implemented, and closed within ServiceNow, minimising operational risk while enabling consistent and efficient delivery.

Operating within a mission‑critical environment, this role plays a key part in protecting operational stability, availability, and customer trust. By enforcing strong change discipline and high‑quality records, the practitioner helps prevent customer‑impacting incidents, supports uptime and SLA commitments, and underpins audit readiness and regulatory compliance.

As Vantage continues to grow and deliver transformation initiatives, the role enables change to be executed at pace without compromising safety or governance, supporting both day‑to‑day operations and long‑term business objectives. The practitioner acts as a control point between site execution and governance, directly influencing the quality of change decisions made across the business.

Essential Job Functions

• Administer and coordinate standard and planned change records within ServiceNow.
• Ensure change records contain accurate scope, risk, impact, rollback, and implementation details.
• Monitor change workflows to prevent delays, expired approvals, or governance breaches.
• Support CAB and ECAB activities through preparation, documentation, and follow-up actions.
• Coordinate with site teams, OMC, and central functions to enable safe and timely change execution.
• Produce change performance metrics, trend analysis, and audit evidence.
• Provide first line ServiceNow support for change-related workflows.
• Support UAT and continual improvement initiatives for Change Enablement processes.

Job Requirements

Education:

Experience in Business Administration, Data Centre, or a related field, or equivalent experience.

Experience/Skills:

• 1–3 years’ experience in Change Management, ITSM, Service Operations, or operational governance.
• Working knowledge of ITIL Change Enablement; ITIL Foundation desirable but not essential.
• Hands‑on experience with ServiceNow Change Management.
• Clear and confident communicator, able to contribute to or lead Teams calls and work effectively in group settings.
• Methodical and detail focused, able to listen to operational managers, interpret requirements, and document them accurately, without needing deep technical expertise.
• Able to work independently to deadlines, proactively seeking information and providing progress updates as required.

Additional Information:

Travel required is expected to be up to 15-20% but may increase over time as the business evolves

ITIL Certification is beneficial

Preferred location: London or Cardiff

Hybrid working would need to be agreed as prefer 3 days in the office