Ryan Jarman

I am a very enthusiastic and career driven individual who is currently part of the BT Business Change Enablement Team. I always look forward to the opportunities presented by new challenges and I have a proven record of delivering upon the challenges that I undertake. I enjoy working with colleagues in a team as well as on my own and I enjoy networking and building relationships with people I encounter as part of my day to day working activities.

Major Incident Management Team - Higher apprenticeship - BT Core and NHS Health

(2009-01 - 2012-12)

• Supported BT Core and NHS Health Major Incident Management teams, contributing across the full end to end incident lifecycle.
• Developed strong understanding of Major Incident processes, including SLAs, financial penalties, incident prioritisation, swarming techniques, and reporting.
• I actively supported Major Incident Managers to ensure rapid service restoration and effective stakeholder engagement.
• I progressed to managing own incidents, owning end‑to‑end communications with internal teams and customers.
• Experience gained enabled the successful completion of an apprenticeship.

Change Management Team Analyst / Manager - BT

(2012-11 - 2020-12)

• Transitioned from a three‑year BT apprenticeship into the BT Service Transition Change Management team.
• Validated and progressed RFCs through the ITIL Change Management process across multiple complex and major contracts.
• Provided change support across several change activities using service management toolsets including ServiceNow, Remedy, HP OpenView, and Avanti.
• Chaired Change Advisory Board (CAB) and Post‑Implementation Review (PIR) calls, reporting root cause analysis back to customers.
• Logged, tracked, and drove preventative actions to completion, ensuring governance and risk control.
• Produced daily and weekly KPI reporting to monitor change performance and compliance.
• Progressed from validating standard changes to contributing to change process creation and supporting management activities.
• Played a key role in redesigning a joint customer/supplier Change process as part of the Co‑op Pioneer contract re‑sign (2019).

ITIL Problem Manager - BT

(2020-09 - 2022-08)

• Worked within the Problem Management team, investigating root cause in collaboration with multiple technical support teams.
• Ensured problems were managed through to resolution, capturing lessons learned and preventative measures to reduce repeat incidents.
• Recorded, promoted, and communicated the use of Known Errors for cloud and managed compute customers.
• Engaged with multiple delivery hubs and customers, providing regular stakeholder updates on open Problem Records.
• Maintained the integrity of the Problem Management process, focusing on incident prevention and service stability.

Change and Configuration Manager - BT

(2022-06)

• Supported and helped introduce the Change Enablement process for the Sellafield account, contributing to process adoption and governance.
• Created and successfully delivered ITIL Change process flows and supporting documentation through to Go‑Live.
• Provided Change Enablement support across the NHS24 and SWAN contracts, primarily using Remedy / NGSD to manage change activity.
• Managed day‑to‑day change operations, including: Reporting on new and in‑flight Change Records, Change Record validation against quality and completeness standards, Change mailbox management and stakeholder engagement, Forward Schedule of Change (FSC) and Gantt view creation/preparation.
• Chaired Change Advisory Board (CAB) meetings, weekly customer change calls, and contributed to monthly service reviews.
• Managed all stages of the change lifecycle from initiation to closure, coordinating with offshore teams to ensure visibility, communication, and control of planned and approved changes.
• Proactively managed risk and impact, minimising disruption to end users through effective planning and communication.
• Currently the Change Manager for the SWAN and NHS24 accounts, holding responsibility for Change Enablement delivery for several months.