Change Control Manager
ROLE TITLE: Change Control Manager
PURPOSE
The Change Control Manager will report to the Head of Service Management to implement and manage compliant IT change management processes in support of the various IT services under operational control.
MAIN AREAS OF ACCOUNTABILITY
Manage, motivate and develop the Change Control Co-ordinator reporting into the post, to ensure an effective working environment, employee commitment and consistently high performance
Overseeing the management of ITIL compliant change and release management processes. Ensure that these are documented, adopted and understood by those that contribute to them.
Ensuring the delivery of the change and release processes to support agreed Service Levels
Change and release management planning in conjunction with project teams and business as usual activities
Ensuring that appropriate change and release records are captured for operational services
Providing appropriate management information to service delivery for inclusion within customer service reviews and organisational performance dashboards
Development of appropriate Configuration Management Processes suitable for the organisational requirements
Contribute and support incident management processes to ensure IT service availability is resumed at the earliest opportunity
As a member of the ICTONCALL Duty Manager rota provide out of hours support for any priority 1 and 2 incidents raised against the Learndirect, LItUKT and FMI systems.
Substitute for the Implementation Manager when necessary, leading the implementation of releases of hardware and software into production services ensuring that there is minimal impact to end users and normal service levels.
PLANNING AND ORGANISING
Planning the scheduling and prioritising of IT changes and releases into production services on a week by week, month by month basis
Planning has to take account of different IT services, the criticality of those services, the point in the year e.g. start and end of the year and other systems that are in service etc.
Plan and organise the forward schedule of change and ensure that it is widely available
Allocate specific workloads and activities to the Change and Configuration Co-ordinators
DECISION MAKING
Constrained by the business programme and the priorities this sets for the service management team as a whole.
As Change Manager to influence, inform and ultimately approve the release of changes into operational IT services in order to derive maximum operational benefit and minimal disruption to service.
Chair Release Approval Board to agree priorities, timing of releases for the Business and Technology
Advise of and recommend changes to processes that will introduce business benefits
INTERNAL AND EXTERNAL RELATIONSHIPS
Technology Operations
Service Assurance
Programme Office
Systems Build Team
Internal and External Communications team
Business Owners who own the various IT services to ensure no conflict of activities and raise awareness of the schedule of work
Project Teams – to ensure that the Change and Release service characteristics for ongoing service maintenance and support are captured as part of the project and that changes to services are implemented appropriately.
External suppliers to ensure they adopt and comply with Ufis operational processes and procedures
COMPETENCIES REQUIRED
Inspiring
Adaptable
Planning
Enhancing Performance
SUCCESS MEASURES
Service and system availability
Number of changes implemented successfully into operational service
No of approved changes which have little or no impact on overall service availability.
SPECIAL FEATURES
To act as IT Disaster Recovery Manager for those services that are affected by a catastrophic event. To ensure that pperational procedures are in place, fully documented and tested in line with agreed schedules.
May be required to act as project manager for other small Business as usual projects from time to time.
For information on our current Change Control Manager vacancies, please contact one of our consultants.
