Position Description:

At CGI, we help organisations deliver secure, reliable and innovative IT services that drive meaningful business outcomes. As an IT Change Coordinator within our Global Technology Operations (GTO) team, you will play a key role in ensuring service changes are delivered efficiently, effectively and with minimal disruption. You’ll take ownership of coordinating change activities, identifying opportunities to streamline processes and introducing improvements that enhance service quality and customer value. Working alongside experienced professionals in a collaborative and supportive environment, you’ll have the freedom to contribute fresh ideas, develop your expertise in ITIL 4 practices and make a lasting impact on how we deliver technology services.

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.

Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position.

This opportunity is a 18 Month fixed term contract, with weekly travel to Chippenham / Corsham.

Your future duties and responsibilities:

In this role, you will coordinate and govern IT service changes across CGI’s GTO environment, ensuring requests are assessed, approved and implemented efficiently while maintaining service stability and customer satisfaction. You will take ownership of change records throughout their lifecycle, working closely with Service Delivery Managers, technical teams and stakeholders to ensure timely decisions, effective communication and successful outcomes.

You will also play an active role in improving our change management processes, applying ITIL 4 principles to identify opportunities for automation, reduce inefficiencies and enhance service quality. Supported by a collaborative team, you will be encouraged to challenge existing approaches, share innovative ideas and contribute to measurable improvements in how we deliver services.

Key responsibilities include:

• Coordinate & Deliver: Manage standard and non-standard change requests, ensuring effective governance, timely approvals and successful implementation.

• Assess & Prioritise: Coordinate impact assessments and quotations, ensuring delivery within agreed operational targets and service level expectations.

• Monitor & Resolve: Maintain a target of responding to over 95% of allocated change records within two hours, proactively addressing delays and escalating issues where required.

• Collaborate & Communicate: Act as a central point of contact for Service Delivery Managers, Service Provision teams and stakeholders, ensuring visibility and timely action.

• Govern & Facilitate: Prepare and coordinate Change Advisory Board (CAB) activities, manage emergency change requests and resolve rejected changes.

• Maintain & Improve: Work with Service Asset and Configuration Management (SACM) teams to ensure the Configuration Management Database (CMDB) reflects implemented changes.

• Review & Learn: Support Post Implementation Reviews (PIRs), identifying lessons learned and contributing to the Continual Service Improvement (CSI) register.

• Optimise & Automate: Identify opportunities to streamline workflows, approvals and notifications, collaborating with technical teams to implement practical improvements.

• Analyse & Enhance: Monitor change trends and performance indicators, identifying risks, inefficiencies and opportunities to improve service quality and customer outcomes.

• Champion Best Practice: Promote ITIL 4 principles, encourage knowledge sharing and support continuous improvement across the change management community.

• Support & Lead: Deputise for the Change Manager when required, helping maintain effective governance and operational continuity.

Required qualifications to be successful in this role:

To succeed in this role, you should have experience in IT change management or IT service management, with a good understanding of ITIL processes and the ability to coordinate multiple activities in a structured, customer-focused environment. You will bring strong organisational skills, attention to detail and a proactive approach to problem-solving, alongside the confidence to collaborate with stakeholders, take ownership of outcomes and identify opportunities for improvement.

• Experience coordinating IT service changes, including impact assessments, approvals and implementation activities.

• Practical experience using BMC Remedy or BMC Helix to manage and track change records.

• Good understanding of ITIL change management practices, with awareness of ITIL 4 principles and continual service improvement.

• Strong communication and collaboration skills, with the ability to engage effectively with technical teams, service managers and business stakeholders.

• Understanding of CAB processes, emergency changes, change approvals and post-implementation reviews.

• Proven ability to manage competing priorities, meet operational targets and maintain accurate records.

• Ability to identify trends, investigate process inefficiencies and recommend practical improvements.

• A proactive mindset with an interest in process optimisation, automation and improving service delivery outcomes.

Skills:

• BMC Remedy AR

• Change Management

• Communications Management

• Cont. Service Improvement

• Detail-oriented

• Document Management

• KPI/SLA monitoring

• Process Management

• Service Level Management (SLM)

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.