IT Change and Problem Manager
Job Description
You will also need the ability to understand data driven decisions and have skills in collating and presenting data that provides meaningful insight, and have excellent communication skills to deal with a diverse range of stakeholders. The role will require a proven background in change management working within technology, lots of energy, excellent problem solving skills, line management, and a positive can do attitude who can work in a fast moving and large scale dynamic environment.
You will need to ensure through correct management that all proposed changes are assessed and progressed accordingly, ensuring all parties affected by a given change are aware of, and understand, the impact before implementation, as agreed and to customer requirements in a way that minimizes risk exposure and disruption to the Business, you will ensure that all System Changes are evaluated e.g. risks, prioritized, planned, tested, implemented and documented.
What you’ll do…
Change & Problem Management: Be responsible for Change Management and Problem Management processes ensuring that governance is defined and adhered to.
Change Management: Co-ordinate the outputs of the Change Advisory Board and to perform the role of Change Manager with delegated authority to approve changes that do not require escalation
Change Management: Chair, or ensure a suitable substitute, the CAB meetings and produce the change schedule highlighting potentially conflicting releases that may have a negative impact on production systems.
Change Management: Ensure Risk Analysis and Impact Assessment on changes and test of plans are carried out to appropriate standards.
Change Management: Assist in the progression and related communication of Change Requests and Release packages from point of logging to resolution including rejection and post implementation reviews; ensuring that all affected parties are aware of the request and provide assessment of impact and risk. Working closely with stakeholders, external partners and all groups within Technology to evolve, support and lead Change Management
Change Management: Conduct post-implementation follow-up of failed changes to ensure lessons learnt and identifying the need for Major Incident reviews.To ensure that the Forward Schedule of Change is updated and relevant information has been stored and appended. To deliver weekly / monthly performance reports to the Senior Management teams.
Change & Problem Management: Coach and develop the team to maintain and develop behaviours, skills and capabilities in order to ensure the expertise levels required to meet current and future needs of the manager role.
Change & Problem Management: Ensure levels of service are in line with agreed SLA’s/OLA’s/KPIs and produce regular KPI reports and other ad hoc reports as required.
Problem Management: Develop, coordinate and promote the effective functioning of problem management activities across support teams within IT Services
Problem Management: Coordinate the investigation of problems, via root cause analysis e.g. following on from major incidents or through proactive trend analysis and monitoring.
Problem Management: Support the IT Service Delivery Manager to identify Business priorities and ensure investigation and implementation of Problem solutions are prioritised against Business goals / impact and deliver value on investment.
Problem Management: Manage in-depth investigations into IT-related problems and review related failures in processes in order to minimise future service interruptions
Problem Management: Drive a culture within IT Services of proactively identifying common faults or areas where equipment reliability could be improved or where certain pieces of hardware and software are consistently causing problems
Problem Management: Support Incident Management by providing information and knowledge base updates of work-arounds
Problem Management: Report on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
Continual Process Improvement: Ensure Change Management Process is kept up to date, relevant and in line with best practice. Ensure any parts of the processes evolve with any future changes to the business including regular review of KPI/SLA targets in order to suggest and implement service improvements.
What you’ll need…
Over 5 yrs. proven experience of working with Change and Problem Management within an ITIL framework withing a medium to large size organisation is essential. Experienced working within a Service Delivery area.Management experience in ITIL Service Management.
In depth knowledge of Change and Problem management processes, approaches and phases. A solid understanding of other ITIL processes such as Release, Configuration and Asset Management. A practitioner qualification is desirable.Detailed knowledge of ITIL Service Management Best Practice standards and processes and their implementation
Experience with reporting and configuration of an ITSM tool (Ivanti prefered)
Experience across multiple IT disciplines including design, operations and delivery
Over 5 yrs. proven Manager/Team Lead experience in an IT function
Excellent communications skills – both written and verbal, being able to translate highly technical information into to personnel at all levels
Must have experience of leading a team, be able to motivate and invigorate during periods of high workload.Clearly communicate and promote Change Management strategies, roadmaps, dependencies and plans. Develop a high performance culture and an active knowledge-sharing environment. Ensure effective employee selection and development. Mentor and coach the team.
Strong analysis skills and an innovative approach to problem solving with the capability to build on concepts and principles.
Totally focused on service delivery and customer satisfaction
Ability to produce high quality documentation
Able to define performance measures and in
