Change/Problem Manager

45000.00 - 55000.00 GBP Annual + GBP45000 - GBP55000/annum
28 Jul 2017
25 Aug 2017
Contract Type
Full Time
Change/Problem Manager - based Bedford
As Change Manager you will:
Ensure that only clearly defined and sanctioned change is released to production environments. The change function is rapidly evolving and key to this role is someone who is able to champion the change processes within the organisation.
Key Responsibilities:
Ensure that all changes to the live environment, whether, hardware, operating system, configuration, or software in nature, are appropriately controlled and delivered effectively in a manner that meets stakeholder requirements and avoids business disruption.
To ensure only clearly defined and sanctioned change is released to production environments, demonstrating adherence to process and appropriate documentation and approval to satisfy business and audit requirements.
To provide clear visibility of planned future releases, ensuring appropriate knowledge and awareness across IT and the business of the impact of each release.
Partake in Project/Change governance meetings and forums with the aim of providing an early steer in change and release management.
Contribute to the ongoing improvement of the Change Governance framework to ensure sufficient inclusion of current change and release management practices.
Ensure robust processes and controls are in place to allow only scrutinised and authorised changes to be scheduled and released to the production environments.
Key Requirements:
Significant experience in Change Management.
Experience in planning and successfully driving delivery of concurrent complex cross-business change projects.
Experience in working with a variety of Change governance frameworks and enhancing these to fit to organisational culture with emphasis on proven ability to mentor/coach individuals as part of overall organisational development process.
Proven experience managing stakeholders and leading small to medium sized teams to deliver to common goals.
Ideally some release management experience.
As Problem Manager you will:
Ensure end to end problem management processes are coordinated and performed according to agreed processes.
Create, coordinate, liaise with appropriate resolver groups to ensure timely resolution of problems within agreed SLA targets. Ensuring support teams drive root cause investigations through to the implementation of a solution with sufficient rigour to prevent repeat incidents.
Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to resolving problems, root cause analysis, monitoring trends and providing problem-related data and insights.
Formally close problem records. Plan, execute and document appropriate follow up activities relating to Major Problem reviews.
Proactive communications with all internal stakeholders/3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability.
Update and maintain the Known Error Database.
Contribute to design and development of Problem Management processes, tools, templates, documents and reports.
Provide education, guidance, support, to ensure adoption of and adherence to problem management processes.
Key Requirements/Qualifications
Previous experience of working in a specific 'Problem Management' role (this is not an 'Incident' role)
Must have the experience and gravitas to lead and manage a team of cross functional/technical experts from across various business units.
Ability to demonstrate experience of owning a 'Problem' end to end and relevant interactions. 3rd party supplier/vendor management.
ITIL Certified (ITIL Expert is desirable)