Head of Change Management - ITSM

Marks and Spencer; Manchester; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading retail company in Manchester is seeking a Head of Change, Event and Configuration. This pivotal role involves defining strategic roadmaps, enhancing operational efficiency, and ensuring accurate data within the CMDB. The ideal candidate will possess strong DevOps knowledge, experience with ITSM tools like ServiceNow, and a deep understanding of Change Management practices. Join us in elevating the service experience for colleagues and stores.

Benefits

20% colleague discount on products

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension Scheme

Tailored induction and training programs

Access to wellbeing support

Charity volunteer day

Qualifications

• Experience in high-velocity environments with CI/CD processes.
• Ability to develop technology roadmaps for Change Management.
• Experience with Change and Problem Management modules.

Responsibilities

• Define strategic roadmaps for Change, Event and Configuration.
• Ensure accuracy of CMDB data and oversee Change management.
• Identify and mitigate risks in Change processes.

Skills

DevOps understanding

Change Management expertise

Technical knowledge of IT infrastructure

Experience with ITSM tools

Collaboration platforms

Tools

ServiceNow

BMC Helix

Jira

Confluence

GitHub

Job description

Summary

The Head of Change, Event and Configuration is a key role within the D&T Service Management organisation, to elevate the service experience for Colleagues and Stores by optimising the Change Enablement, Monitoring & Event Management and Configuration Management practices. This role is instrumental in continuously improving operational stability and is responsible for the performance and continuous improvement of the practices.

Overview

As Practice Owner this role will define the strategic roadmap for each practice, focusing on the effective delivery of change, earlier Incident detection, maintaining an accurate and complete CMDB and improving operational efficiency.

What you’ll do

• Responsible for the strategic roadmaps for the Change, Event and Configuration practices, focusing on: improving incident reduction, early detection, and accelerating issue resolution and driving operational efficiency through change optimisation and alignment with business demands, while minimising disruption caused by failed changes.
• Ensure the quality, accuracy, and completeness of CMDB data, including validation of data discovered, enriched, or transformed through tooling and integrations.
• Identify and mitigate risks related to Change, Event and Configuration management processes, develop, and implement remediation plans in collaboration with delivery teams, ensuring that issues are addressed, and improvements are sustained.
• To provide end to end oversight of all Changes and Change coordination to ensure changes are effective, safe and timely, and M&S is balancing effectiveness, throughout, compliance and risk for all changes.

Who you are

• Solid grasp of DevOps, high-velocity environments with an understanding of CI/CD processes and their impact on Change Enablement.
• Deep expertise in Change, Event and Configuration Practices
• Ability to develop and guide technology roadmaps to support Change, Event and Configuration management
• Solid technical knowledge of IT infrastructure, products/applications, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause incidents.
• Experience working with IT Service Management (ITSM) and DevOps tools and platforms, including ServiceNow / BMC Helix, Jira, Confluence and GitHub and with a solid grasp and experience of Change and Problem Management module capabilities, collaboration enablers and AIOps.

What’s in it for you

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special

• After completing your probationary period, you’ll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you’re passionate about through a dedicated day away from work.

Everyone’s welcome

We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you’d benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

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