Change Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Description

The Change Manager plays a huge part in the day-to-day operation of the business. CSI align to ITIL best practices and there will be a focus on driving improvements in the delivery of the Change Management function. The role owns and oversees all aspects of Operational Change Management, from overall process governance through to ongoing improvements being implemented into the current process.

The primary job responsibilities include:

• Own, promote and enforce the Change Management process

• Ensure that changes are logged, prioritised, categorised, assessed, authorised, planned, scheduled, and are introduced in a controlled and coordinated manner.

• Track the cost of failed changes from a commercial impact / service credit perspective.

Key Accountabilities

• Responsible for the change management process to ensure delivery meets expectations of stakeholders and the business, with minimised risk and service credit exposure.

• Utilising the ServiceNow platform for tracking and reporting rejected changes, communicating the status of approved and in-process changes, and completed changes.

• Manage and communicate change schedules.

• Ensure approved changes are implemented as planned and ensure that they have met their objectives.

• Support the ITSM & Service Delivery teams where appropriate, including being part of the On Call Rota for Major Incident Management, Change & Release Management.

• Work closely with Service Delivery Managers, to ensure consistent stakeholder satisfaction.

• Report any actual/potential security risks/incidents that are found using the change process.

• Work with suppliers on their changes and how they cascade to the clients, evaluating with the appropriate teams and informing/liaising with clients on impact and risk.

• Identify areas for service improvement and efficiencies within the Change Management function

• Chair the Change Advisory Board (CAB) as required and ensure the CAB has the information needed to evaluate changes:

• Table all RFCs for CAB meetings

• Issue agenda and circulate all RFCs to CAB members in advance of meetings

• Decide on appropriate CAB members to attend meeting

• Convene emergency CAB meetings as required.

• Attend client CABs as and when required.

Skills and Experience:

• Significant experience of IT Change Management within a multi-client Managed Service Provider

• Customer service and solution focused approach to achieve stakeholder satisfaction.

• Understand client risk and impact of change and able to convey the message to all stakeholders.

• Highly responsive, strong sense of urgency and a commitment to follow through.

• Experienced Microsoft Office user (Outlook, PowerPoint, Word, Excel)

• Strong rapport and relationship building skills with customers

• Committed to delivering high standards.

• ITIL v4 Foundation Certification (desirable).

• ServiceNow experience (desirable).

Person Specification:

• Promote and live the CSI values; Think Client, Deliver Exceptionally and Excel Together

• Excellent communication skills, both written and verbal with great attention to detail

• Professional appearance, well-mannered and a constructive attitude in all work-related matters

• Ability to handle multiple tasks and prioritise work to maintain required productivity levels

• Willingness to research and self-study to keep skills relevant

• Self-motivated, flexible in approach, enthusiastic team player

• Strong rapport and relationship building skills with customers

• Strong sense of responsibility and accountability, results driven

• Methodical in approach with sound analytical and problem-solving skills, and keen attention to detail

• Enjoys a challenge