Change Manager

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Title: Change Manager

Location: Belgrade, Serbia

The Change Manager serves as the operational owner for all Business-as-Usual (BAU) change activity across the McDonald's UK Managed Services contract. This customer-facing role is responsible for ensuring all planned changes are assessed, coordinated, communicated, approved, and successfully implemented while minimizing business risk and disruption to restaurant operations.

The Change Manager will partner closely with Service Delivery Managers, Engineering, Professional Services, Software Distribution, Quality Engineering, Incident Management, and customer stakeholders to deliver a robust and compliant change management process.

As a key member of the McDonald's UK account team, the Change Manager will drive governance, facilitate customer change board meetings, manage deployment readiness, and ensure all changes align with contractual obligations, operational standards, and customer business requirements. This role is critical in maintaining service stability across one of NCR Voyix's largest and most visible managed services customers.

Key Responsibilities

Change Governance & Control

• Own the end-to-end change management process for the McDonald's UK Managed Services contract.
• Review, assess, prioritize, and coordinate customer change requests.
• Ensure all changes are appropriately documented, risk assessed, approved, and communicated.
• Maintain a complete audit trail of changes for compliance and contractual reporting purposes.
• Manage change schedules, blackout periods, and change freeze windows.
• Ensure contractual deployment and distribution limits are monitored and adhered to.

Deployment & Release Coordination

• Coordinate software deployments across NCR Voyix delivery organizations.
• Maintain proactive communication with stakeholders regarding upcoming releases, business promotions, and service-impacting changes.
• Provide consultative guidance on deployment approaches, risks, timelines, and business impacts.
• Ensure testing, certification, customer validation, and approvals are completed before deployment.
• Partner with Professional Services, Engineering, Quality, ITS, and Software Distribution teams to execute successful deployments.
• Lead post-implementation reviews and drive lessons learned activities.
• Manage deployment escalation communications when service impacts occur.

Risk & Service Protection

• Identify, evaluate, and mitigate change-related risks.
• Ensure service stability is protected through effective planning and readiness reviews.
• Coordinate Root Cause Analysis reviews following change-related incidents.
• Drive continuous improvement initiatives designed to improve change success rates and reduce operational risk.
• Partner with Incident and Problem Management teams to improve service resilience.

Reporting & Metrics

• Develop and maintain operational reporting on change success rates, deployment performance, and change-related incidents.
• Track change KPIs and communicate trends to internal leadership and customer stakeholders.
• Provide visibility into upcoming high-risk and business-critical changes.
• Support Executive Service Delivery Managers with governance reviews and customer reporting.

Required Qualifications

Experience

• 5+ years of Change Management, Service Delivery, Release Management, or IT Operations experience.
• Experience supporting enterprise-scale managed services environments.
• Demonstrated experience coordinating complex software deployments and infrastructure changes.
• Experience working directly with customers and facilitating governance meetings.
• Experience managing change within high-availability production environments.
• Experience supporting retail, hospitality, restaurant, or multi-site technology environments preferred.

Technical & Professional Skills

• Strong understanding of ITIL Change Management processes.
• Knowledge of Release Management and Problem Management disciplines.
• Strong risk assessment and mitigation capabilities.
• Ability to coordinate cross-functional technical teams.
• Excellent stakeholder management and communication skills.
• Advanced Microsoft 365 proficiency including Excel, PowerPoint, Teams, and SharePoint.
• Strong analytical and organizational skills.
• Experience with ServiceNow or similar ITSM platforms preferred.
• Ability to operate effectively in a fast-paced customer-facing environment

Preferred Qualifications

• ITIL Foundation Certification.
• Project Management certification (PMP, Prince2, Agile, or equivalent).
• Experience supporting Quick Service Restaurant (QSR) technology environments.
• Previous Managed Services experience within NCR Voyix or comparable organizations.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

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