Change Manager

Change manager with proven experience required for leading defence company based in Milton Keynes. Please note, the successful candidate will be required to gain SC Clearance prior to start

MAIN OBJECTIVE OF JOB:

The main objective of this role is to ensure that significant changes are delivered into operational service in a controlled and communicated manner with minimal impact on service delivery and in accordance with a published availability plan. The SMI Change Manager 3 will work with the various business teams and managed suppliers to support and guide them through the required steps to facilitate service design and technology changes throughout the ITIL life cycle and ensure that service impacting changes are transitioned into a supportable state.

This includes carrying out the following activities:

* Organise and facilitate individual service/technology aligned change boards
* Liaise with technology leads, service managers and senior architects to lead, control and debate major changes in services and technologies.
* Ensure cross tower changes are properly and appropriately represented and discussed at all relevant change boards.
* Ensure actions are followed up and progressed between change boards with any follow on actions agreed and progressed.
* Ensure all changes properly interrogated for impact on Customer Satisfaction, cost, impact on service and impact on support.
* Initiation and progression of CSI improvements through change boards, augmenting and supporting the CSI manager's activities.

In addition to the Change Management responsibilities above, the role also carries out the following Service Analyst activities to provide leadership and direction for operational ITIL processes throughout that part of the ITIL life cycle.

* Analyse & interpret incident, service request and failed change data and recommend activities required to improve service and reduce customer impact using reactive service management processes. (Problem Management, Incident Governance, Service Request Governance)
* Provide framework to measure and report on improvements made via individual activities using problem management, service desk improvement and governance processes.
* Review supplier obligations against reactive operational processes to ensure adherence is maintained throughout all activities.
* Manage and maintain a reactive service management dashboard collating and narrating input from process leads and suppliers.
* Provide focal point for SDM escalations and concerns in order to evaluate, assign and progress issues through the correct process stream.

PRINCIPAL ACCOUNTABILITIES:
* Ensuring that Significant Changes to service or technology are facilitated and managed into service in a manner that ensures that operational support requirements are delivered via change board review process that is owned and led by the Change Manager
* Ensure that any change board actions are clearly defined, agreed and followed through to conclusion
* Safeguard change, supportability and user experience requirements
* Co-ordinating the assessment of impact of changes with technology leads, principle architects and managed suppliers to ensuring that the impact is clearly articulated and agreed with the customer.
* Maintenance of an Availability Plan and assurance that change is delivered in accordance with the plan

Skills:
* Confident communication & service excellence skills
* Commercial/finance/governance understanding
* Ability to network within both client and supplier organisations and work effectively with stakeholders
* Clear understanding of business requirements for communications around change
* Strong character who will protect service from poor or unauthorised changes
* Very strong communication skills: oral, written, presentation, facilitation
* Proven ability to actively manage risk and make informed judgements
* Experience of delivery in all aspects of the Transition Lifecycle Management
* ITIL Foundation essential, Practitioner desirable
* Project Management qualification essential
* Developed communication and diplomacy skills with a strong ability to persuade and influence client and stakeholder relationships
* Experience in managing deliverables via internal teams and 3rd party vendors in a high profile and/or technically innovative enterprise solution.

To apply for this position, candidates must be eligible to live and work in the UK

Connectus Technology Limited is acting as an Employment Agency in relation to this vacancy.