Change Manager

TN United Kingdom; Erskine; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Change Manager to oversee the lifecycle of changes in compliance with established processes. This role involves analyzing change records, identifying improvement opportunities, and ensuring effective governance throughout the change management lifecycle. The ideal candidate will possess strong communication skills, a solid understanding of process tools, and a commitment to continuous improvement. Join a dynamic team where your contributions will enhance service delivery and operational excellence in a collaborative environment.

Qualifications

• University degree required, relevant industry experience preferred.
• Operational outsourcing and service management experience is a plus.

Responsibilities

• Manage changes through the lifecycle in compliance with the process.
• Analyze change records to identify trends and improvement opportunities.
• Conduct post-implementation reviews and maintain change schedules.

Skills

Data Analysis

Effective Communication

Problem Resolution

Project Management

Risk Management

Continuous Improvement

Customer Focus

Education

University Degree

Relevant industry experience

Tools

ServiceNow

Service Manager

MS Office

Job description

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The Change and Release Management is a major contributor to the Service Management mission by ensuring standard Change Management and Release Management processes are used across accounts, providing consistent quality of Change implementation and Release deployment, while meeting scheduled dates and SLAs with no business disruption due to Change implementation or Release deployment.

Job Responsibilities:

The Change Manager is accountable for managing changes through the lifecycle in compliance with the process. The Service Management organization is the primary organization that fulfills this role. The individual performing this role may also be performing the role of Approval Authority and is responsible for all decisions regarding the compliance of a change to the change management process.

Process Execution:

This section details the operational activities performed by individuals performing this role

Activities:

• Accountable for analyzing change records to determine trends or apparent issues that occurred.
• Based on the analysis, identify process improvement opportunities (continual service improvement).
• Governance for changes through the change management lifecycle, including process compliance and assisting in the mitigation of conflicts or escalations associated with changes.
• Fulfills the Approval Authority Facilitator role, when required.
• Responsible for maintaining and communicating the change schedule.
• Responsible for conducting a post-implementation review, when required.
• Recommends normal changes as standard change candidates.
• Reviews and closes completed changes or recommends the appropriate closure codes, when required.
• Manages the interdependencies identified for a particular change request.
• Evaluates the change plans for completeness prior to CAB review, validating that all documentation and information are complete and available.
• Documents and communicates CAB (and other review meetings) agenda and minutes, when required.
• Acts as a single point of contact for escalations from the Change Implementer.
• Responsible for the documentation and approval of standard change candidates as standard changes.
• Ensures the Change Management Process mailbox is well organized and up to date.
• Ensures all Changes are correctly categorized, verified, and dispatched.
• Ensures all Changes are approved.
• Prepares and chairs CAB/TAB meetings and produces minutes.
• Produces and maintains the Change Schedule, making it available to stakeholders.
• Ensures Post Implementation Reviews are conducted for Failed, Emergency, and a percentage of Successful Changes.
• Reports Major Changes as per global process.

Process Governance and Ownership:

This section details the governance activities, process documentation ownership, maintenance, and related improvement activities performed by individuals performing this role

Activities:

• Ensures the overall effectiveness and execution of the process for a Customer.
• Ensures creation and maintenance of account process documentation where applicable.
• Obtains approvals from Regional Process Leads for process documentation.
• Ensures the process is defined, documented, maintained, communicated, and trained at an account level.
• Ensures tools and roles are implemented within the account to support the process in line with Global Standards.
• Ensures compliance with processes, policies, standards, and best practices for a Customer.
• Collects and reports account process KPIs and compliance measures.
• Reviews reports, creates action plans, and initiates improvements as required.
• Manages account process improvement programs through the formation and coordination of a process team.
• Participates in the regional Community of Practice.
• Obtains approval for global process enhancements at an account level.
• Implements global process enhancements into the account.
• Manages and maintains a list of process roles for the account.
• Escalates process issues to the Global Process Leadership Team as appropriate.
• Maintains an account process SharePoint site with documentation, meetings, metrics, and contacts.
• Verifies completion of process-related activities within onboarding.
• Ensures no escalation from the Account/Customer about Change authorization.
• Keeps process documentation up to date and aligned with global standards.
• Able to answer most Change Management process questions.
• Recognized as a key contributor to process issues resolution.
• Ensures all Changes causing Incidents have Post Implementation Reviews and action plans.
• Maintains an improvement plan and organizes regular training.

Working relationships:

Internal:

• Delivery Teams
• Other Process Area Counterparts
• Regional Process Leads and Subject Matter Experts
• On-Boarding Team
• Internal auditors

External:

• Customer personnel involved in Change Management
• External auditors

Education and experience:

• University Degree
• Relevant industry experience is an advantage
• Operational outsourcing and service management experience preferred

Technical Skills:

• ITIL 4 certification preferred
• Knowledge of process tools like ServiceNow, Service Manager
• Process & Quality Management
• Continuous Improvement methodologies
• Data Analysis skills
• Problem Resolution capabilities
• Risk Management
• Project Management
• Business Analysis
• English language skills
• Business and Organizational knowledge
• MS Office proficiency

Soft Skills:

• Effective Communication
• Structured thinking
• Customer Focus
• Diplomacy
• Diversity awareness