Reporting to the Head of Service, this position is an integral part of the service management team. The IT Shared Service Centre acts as a centre of excellence providing the full range of IT support and management services, aligned to the ITIL Framework, to operating companies within the group.
The Change Manager is responsible for the support and co-ordination activities to support the management and control of all changes to services or systems provided by, or managed through, the IT Shared Service Centre.
This will encompass the management and enforcement of the day-to-day processes and procedures for the control, release and transition of all new IT services and all changes to existing IT services, ensuring that they are smoothly implemented into the BAU service. They will also be responsible for the ongoing refinement and development of the change, release and transition processes to ensure they are aligned to the business needs and reflect current thinking and best practice.
The Change Manager will work closely with the Service Architect to ensure all new service designs are implemented via an agreed implementation plan. This will include working with the BAU service teams to ensure all aspects of service readiness is completed and Customer Engagement teams to agree a formal launch and adoption plan.
- Review all declared changes to existing IT services, ensuring that the changes are assessed by the most appropriate teams and individuals for financial, customer and technical impact and risk, then prioritised and authorised accordingly.
- The Change Manager is responsible for the co-ordination and communication of all changes to existing IT services, ensuring that all appropriate resources, implementation and back out plans and stakeholder communications have been completed.
- Creating, maintaining and implementing formal release and transition plans for the implementation of new IT and Service Application services.
- The post holder is responsible for the championing of the change, release and transition processes to staff, suppliers and key customer contacts to advocate, promote and raise awareness for the adoption and adherence to the defined processes.
- Produce and distribute a Forward Schedule of Change.
- Call and chair both regular Change Advisory Boards and Emergency Change Advisory Boards.
- Provide input to/drive the completion of Post Implementation Reviews
- Ensure that the review and approval of RFCs is completed within approval SLAs.
- Maintain good and effective working relationships with Service Managers within customer and supplier organisations.
- Audit and analyse change records to determine the success of changes. Identify any trends and problems that occur such as failed or unapproved changes. Make suggestions and recommendations for improvement.
- Contribute to, maintain and document formal frameworks for (inc policies, procedures and guides to) the Change, Release and transition processes.
- Assist in the configuration of Service Management Change tools ensuring they map to agreed processes.
- Produce regular KPI and metric reports on Change and Release Management.
Formal Education & Certification
- Ideally educated to degree standard, preferably in a computing or business related subject.
- Post holder should have as a minimum ITIL Foundation accreditation, preferably ITIL Practitioners Certification in Change Management or associated Service Transition disciplines
Knowledge & Experience
- Post holder is expected to have over 12 months experience working as a Change Manager within an ITIL framework organisation.
- The post holder should display excellent communication and collaborative skills to influence across the IT and the business units.
- General all round knowledge of IT
- Ability to communicate to a high standard
- Strong documentation skills in producing business case proposals, period reporting and service design documentation.
- You will be methodical with a structured approach to work and have close attention to detail with the desire to learn new skills and develop those you already have.
- Strong interpersonal skills
- Organised and methodical approach to your work
- Ability to take the initiative
- Willingness to learn
- Ability to multi-task, prioritise projects and work to tight deadlines
- Positive approach to change
- 37.5 hour on-site work week
- Some travel may be required.
Your details will be reviewed by one of our Recruitment Partners and we will contact you again within 5 working days if your application is to be progressed further.
Role: Change Manager
Location: Peterborough, Cambridgeshire, England
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