IT
Change Manager Permanent
We are a specialist IT recruiter, currently recruiting for a Change Manager to join a leading Managed Service Provider based in Salford.
The Change Manager will chair the bi-weekly Change Advisory Board (CAB), Change Review Board (CRB) and where required, chair the Emergency Change Advisory Board (ECAB). This will include approving test plans, rollback strategies, performing risk and impact assessments in order to approve or reject changes and communication of change internally and to Partners and Customers. Changes will cover all company products and platforms as well as service delivery systems, such as control panels, provisioning tools, and supplier changes.
The Change Manager will be responsible for managing the improving processes for Change Management including Standard, Normal and Emergency Changes and will manage the forward schedule of change and ensure the communication of such to Partners and Customers is timely.
The Change Manager will be required to report change data monthly against KPI’s, identify trends and complete failed change analysis.
The Change Manager will work closely with the Support and Operational teams to manage and improve change processes. You will also provide leadership and support across the operational support function and assist with ITIL processes such as Problem management, incident management, Service Availability and Continual Service Improvement.
Main Responsibilities:
- Manage the Request for Change (RFC) process.
- Chair and manage the Change Advisory Board (CAB) and Emergency CAB process.
- Chair and manage the Change Review Board (CRB).
- Manage and improve the internal and customer-facing change communications process ensuring notifications are delivered in line with contractual commitments.
- Ensure forward delivery of Supplier changes are notified to customers and partners in line with contractual commitments.
- Consolidate and integrate change processes across the company
- Communicate regular updates and improvements made to change management to the company and customers
- Ensure KPIs are attained to ensure we maintain high SLA achievement.
- Take ownership of improvement Initiatives for the change management
- Manage the forward schedule of all changes.
- Train and maintain the skill of relevant teams involved in the change processes.
- Assess change success and report failed changes.
- Ensure roll back plans are robust and appropriate for risk.
- Maintain Changelogs and success reports.
- Capture and address unauthorised change.
- Ensure tools are in place to support change management including; logging, reporting, and communications across the company.
- Report data against KPI’s for change management.
- Support retention and service reviews on request.
- Protect all information relating to Outsourcery, the client, partner or internal customer at all times ensuring the application of DPA where required.
- Adhere to all elements of the Company’s ISO standards and business policies.
- Demonstrate confidentiality and sensitivity in dealing with all issues of business, especially when handling sensitive situations and information.
Qualification / Certificate Needed – Essential
- Educated to degree level or similar
- ITIL Foundation
Qualification / Certificate Needed – Desirable
- ITIL Intermediate in Service Transition
- ITIL Intermediate in Service Operation
- ITIL Expert
Previous Experience – Essential
- Service Management
- Change Management
Previous Experience – Desirable
- Customer Management
- Problem Management
- Continual Service Improvement
- Managing change for a cloud service provider
- Technical understanding of Hyper-V Infrastructure, VMWare, Networks, PCI, Unified Commination’s and IaaS
Benefits:
- Career progression and development
- 22 days holiday rising to 25 days
- Health Cash Plan
- Life assurance
- Pension
- Childcare vouchers
If you feel this role is of interest to you, then please contact a member of our team today on 01202 298 360 or send your CV to jobs@360recruitment.net