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  • Job Type: Permanent
    Location: Birmingham
    Job ID: 73237
    Company: SCC

    This is a managerial role reporting to the Head of Service Operations [IPCC] and will be accountable for the operational delivery of the Configuration , Change and Release Management Services , to both internal and external customers .

    Main Duties will include :

    • Leading a team of Change , Configuration and Release Managers , based across multiple locations .
    • Provide governance of the Change , Configuration and Release Management process , policy and procedures ensuring that they meet customer requirements and are aligned to SCC standards .
    • Own and prioritise Service Improvement activities .
    • Define and measure success metrics and monitor progress .
    • Delivery against service performance metrics .
    • Production and distribution of weekly and monthly reporting to agreed stakeholders .
    • Service acceptance for new business in readiness for operational go-live .
    • Point of escalation to resolve delays in change processing or inaccurate CMDB data .
    • Establish and maintain good customer relationships .
    • Determine toolset requirements .
    • Setting and tracking progress of objectives and personal development plans .
    • Identify , investigate and recommend changes in the delivery of services aimed at reducing cost and improving the quality of service provision to the customer .
    • Support daily operational review[s] as required .
    • Conduct and report upon the output of due diligence across Configuration , Change and Release Management services for new business , as part of Service Transition .
    • Attend Change , Release and Configuration Management workshops for new customers .

    Skills and Capabilities required :

    • Proven experience of Configuration , Change and Release Management processes , escalation procedures and related disciplines in a large scale and diverse environment .
    • Knowledge and use of Service Management software , ideally ServiceNow .
    • An extensive understanding of Service Level Agreements and their application .
    • Contract application knowledge based on business deliverables .
    • Strong skills in business relationship management with significant experience leading strategic level discussions at customer and SCC senior management level .
    • Ability to get things done in a matrix environment through persuasion and influence .
    • Strong peering skills and ability to influence across disciplines with credibility .
    • Strong leadership skills .
    • Demonstrable customer presentation experience to all levels of customer interface .
    • Extensive experience in customer / business interface communication – the ability to support a customer in the understanding of the ITIL structure and process and champion the Configuration , Change  and Release Management process and procedure packages – internally and external to customers .Certification in and commitment to service management best practice as defined by ITIL .
    • Knowledge of SCCM
    • ITIL V3 intermediate .