Global IT

Group IT is the backbone of Dyson’s global operations, responsible for designing, implementing, and maintaining the digital infrastructure that enables the business to thrive. Operating across multiple international sites, Group IT ensures seamless connectivity, robust security, and reliable service delivery for all business functions. By leveraging innovative technologies and industry best practices, the team supports critical systems, drives digital transformation, and safeguards the organisation’s information assets, enabling Dyson to deliver exceptional products and services worldwide.

ITSMO SIAM

ITSMO is the central function within Dyson’s Global IT responsible for ensuring the consistent, efficient, and high-quality delivery of IT services and operations across the organisation. By integrating best practices in service management, process governance, and continual improvement, ITSMO SIAM drives operational excellence and stability, supporting business-critical systems and enabling innovation. The team oversees key processes such as incident, problem, change, and asset management, leveraging automation and advanced tooling to optimise performance, reduce costs, and enhance user experience. Through collaboration with global stakeholders and a focus on proactive service improvement, ITSMO underpins Dyson’s digital transformation and business success.

ITSMO is organised into specialised teams, each responsible for key areas of IT service management and operations:

·         WTS Operations (Workplace Technology Services): Provides 24x7 support, executive support, and manages international assignments.

·         Organisational Change Management (OCM): Drives change initiatives and ensures smooth transitions across IT services.

·         Telecom Expense Management (TEM): Manages telecom costs and optimises expenditure.

·         ServiceNow Delivery & Enablement: Oversees the ServiceNow platform, enabling ITSM process automation and analytics.

·         SIAM: Maintains and supports critical business applications.

·         Business Engagement Managers (BEM): Liaise between ITSMO and regional IT teams, ensuring alignment and engagement.

Each team operates with clear accountability and a focus on collaboration, role clarity, and continuous improvement. Leadership is provided by the Global Director of ITSMO, supported by heads of service operations and tower leads, ensuring robust governance and alignment with Dyson’s strategic objectives.

Service Integration and Management will balance the pressure from the business to deliver new services, systems, and technologies, against the pressure to maintain stability in the production environment, the organisation consists of:

·         Service Support – Delivering global support across all business processes, monitoring and responding to any change in service availability.

• Service Governance – Management, governance, and reporting across core IT processes.

• Service Performance and Reporting – Focuses on user experience, major incident management, service continuity, and service transition. XMO is evolving to become the authoritative voice for IT operations, holding other IT functions accountable and driving data-driven reporting.

• Service Continuity – Planning, governance, execution and control over business continuity and disaster recovery planning.

Role Overview

The ITSM Change Manager is accountable for defining, governing, and continuously improving the end‑to‑end Change Management capability across the Global IT enterprise. The role ensures that all changes to the production environment are assessed, authorised, scheduled, communicated, implemented, and reviewed in a controlled manner to minimise business risk and service disruption. The Change Manager owns the global Change Management process, ensuring compliance with ITIL best practice, Dyson ITSM policy, and governance standards, while enabling pace, automation, and operational resilience through effective tooling and stakeholder engagement. In this role your responsibilities will include:

Change Management Governance & Ownership

Act as the Process Owner for Change Management, ensuring alignment with ITIL, Dyson ITSM standards and relevant industry or ISO standards.

Contribute to the Global Change Management strategy, including policy, and tooling propositions.

Ensure Change Management is embedded across new, changed, and retiring services, including project and release activity.

Govern adherence to Change Management policies and controls across all IT functions, regions, suppliers, and partners.

Identify, assess, and escalate change‑related risks, supporting service owners in mitigating or accepting risk appropriately.

Defining and document control measures to ensure compliance, auditability, and traceability.

Change Enablement & CAB Leadership

Chair or operate Change Advisory Boards (CAB / ECAB), ensuring informed, timely decision‑making.

Adopt and exploit AI to improve CAB decision readiness (Generate AI‑assisted CAB briefs summarizing similar historical changes and outcomes, Known risks, failure modes, and success factors).

Ensure all changes are appropriately classified (Standard, Normal, Emergency) and validated for impact, risk, and readiness.

Drive adoption of Standard Changes and pre‑approval models where appropriate to improve flow and reduce overhead.

Tooling, Data & Automation

Shape and influence Change‑related tooling, workflows, and data foundations within the ITSM platform (e.g. ServiceNow).

Apply AI‑assisted impact prediction using CI relationships, service criticality, and past outcomes.

Champion automation, integration, and data quality improvements across change records, CI relationships, and reporting.

Performance Management & Reporting

Define KPIs and success measures for Change Management (e.g. success rate, incidents caused by change, lead time).

Provide data‑driven insights and reporting to senior leaders.

Use AI models to identify risk patterns in historical change data (e.g. incidents caused by change, repeat failures, timing risks).

Conduct regular performance reviews and service improvement initiatives across global stakeholders.

Continual Improvement & Culture

Proactively identify opportunities to mature Change Management through process, tooling, training, and education.

Stay current with industry trends, technologies, and best practices impacting Change enablement.

Promote a risk‑aware but enabling change culture, balancing control with delivery velocity.

Skills & Experience

You will need to be customer focused, organised and confident, to have a sense of urgency and remain calm under pressure.  You will need to deliver results using your own initiative and it is essential that you possess the following skills:

Essential

Proven experience in ITSM Change Management within a complex, global IT environment

Strong knowledge of ITIL Change Enablement

Experience governing change at scale, including CAB/ECAB operation

Strong analytical skills with the ability to interpret and present operational data

Experience with enterprise ITSM platforms (e.g. ServiceNow)

Desirable

Experience in SIAM or multi‑supplier environments

Exposure to automation, DevOps change models, or continuous delivery governance

ITIL certification (Intermediate / Managing Professional)

Core

Confident decision‑maker with strong risk judgement

Influential communicator across technical and non‑technical audiences

Structured, pragmatic, and outcomes‑focused

Comfortable operating from operational detail to executive level

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.