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Change Request Manager

  • Applications are considered on a rolling basis
  • London
  • Applications are considered on a rolling basis
  • London

The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.

Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services. Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.

Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.

As a Change Request Manager (CRM) you will be responsible for the successful delivery of customer change requests and will manage a portfolio of change requests for one or multiple countries. You will be leading the CR implementation with support from technical and business team members.

To be successful the Change Request Manager will need to excel at resource, scope and cost management for both customer as well as internal resources and you will be responsible for the validation, scoping, offer creation & invoicing of the change requests. All this guided by lifecycle phases in our ISO compliant change request process.

The Change Request Manager will need experience managing change request budgets and will need to manage budget during the implementation lifecycle.

Key tasks and Responsibilities:

  • Review, scope, document, price, communicate, plan, resource, deliver, close and accurately invoice change requests in a timely, efficient and profitable manner, both directly and through oversight of relevant resources and processes as complexity increases.
  • During the scoping phase the objective is to propose an effort estimation for the most suitable solution to implement the requested change. Scoping is done in cooperation with Consultants, R&D & Customer Service Managers.
  • You work in partnership with our customers to detect the priority level of the change request and process the change request ready for planning with the right consulting resources within Basware’s team. Aiming at completing the request within the agreed timeline & budget.
  • Regularly review, follow-up and forecast the change request pipeline to minimize aging of requests and to favor accurate forecasting of revenue and resourcing needs.

  • Secure, co-ordinate and adapt resourcing needs to fulfil customer and revenue expectations on change requests

  • Continuously work with internal stakeholders to plan, secure and adapt resourcing needs to minimize delays, optimize utilization and minimize disruption due to changing priorities, schedules or due to escalations.

  • Correct reporting, keeping relevant tools & progress information up to date and visible to all parties are important aspects of this role.

  • Regularly review and study historical change requests to implement and adapt processes and offers that enable more efficient and effective handling of change requests, such as streamlining handling of requests via the CR Center.
  • Ensure that key stakeholders, including Customer Service Managers are continuously informed, aligned and are able to act efficiently and effectively in their roles towards the customer.
  • Provide CR revenue reporting to relevant stakeholders including pipeline visibility
  • Provide input regarding general CR process improvements and feedback on the used software tools
  • Promote and sell the benefits of our CR and continuous consulting service offerings to the customers in your portfolio


Work with great people

Hanna Ikonen
Senior Manager, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Senior Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Senior Specialist, Communications
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Support
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."
Namrata Checker
Team Lead, Digital Marketing
"What I love most about my job is the people that I work with, the freedom of putting forward my ideas, thoughts and feedback but also the freedom of creating the way of working that works best for me."
Siddhartha Bhatia
Senior Cloud Developer
"I am honored to have worked with the leaders of tomorrow. The organization is absolutely people centric with its prime focus always on employee engagement, loyalty and satisfaction."

Skills & Requirements

Work Experience & Education

  • Bachelor’s or Master’s degree required. in relevant discipline, i.e. Computer Science, Economics, Procurement or General Business.
  • Good experience of delivering change requests or projects for external customers (at least 2 years in a similar position)

To be successful in this position we would like you to have:

  • Customer relationship management skills and relationship building
  • Resourcing planning and management using regional and global teams
  • Leverage strong time and task management skills operating in an independent environment
  • Project management skills and experience (including planning, scoping, estimating, executing)
  • Strong planning and organizational skills and ability to achieve defined objectives and results with minimal guidance
  • Have experience working in a global matrix organization with geographically distributed teams an advantage
  • Possess general knowledge and experience working with Source-to-Pay or financial supply chain processes and concepts.
  • Understand the fundamentals of enterprise applications.
  • Proven experience translating customer needs in accordance to the value proposition of solutions like Basware
  • Have strong written and verbal communication skills in English.
  • Strong negotiation skills
  • Strong presentation skills
  • Capability of leading change request implementations
  • Ability to manage a portfolio of active change requests
  • Have broad knowledge of Source-to-Pay or financial supply chain processes and concepts seen as an advantage
  • Knowledge in ERP systems such as SAP, Oracle Financials, Netsuite, Microsoft Dynamics seen as an advantage.
  • Have broad knowledge of electronic trade interactions seen as an advantage
  • Experience with the use of systems as ServiceNow, Projectplace / Planview seen as an advantage

LI-Hybrid

LI-DG1

Great Place to Work

  • We embrace a growth mindset.

  • We empower through accountability.

  • We dare to try.

  • We value every individual.

About the company

Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.

Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you to make a difference. So, we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.


2020Recognized market leader with global operations, 20+ offices worldwide.

2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time

2014-2019Several industry recognitions and product launches

2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions

2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network

2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software

2005Launch of fully integrated Purchase-to-Pay solution suite

2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service

1992Launch of first financial management software

1985Basware founded in Finland

Dan Gafiteanu | Contact Person

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