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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Birmingham
    Job ID: 106773
    Company: SCC








    Role Overview:

    Reporting to the Service Operations Manager (Change, Configuration & Release Management); this position is available to a candidate who will be responsible for managing the day to day activities of Change Management, within a defined customer portfolio. This role will be responsible for the lifecycle planning, control and management of Change records associated to the service(s) SCC provide.


    • Apply a structured methodology and lead Change activities
    • Ensure that all processes and related documentation are valid at all times
    • Consult and coach stakeholders in Change Management processes as required
    • Ensure all elements of Changes are complete to the required standard prior to change approval, to ensure risk and impact mitigation
    • Chair CAB / ECAB in line with agreed guidelines
    • Enable and support reinforcement mechanisms to ensure the Change Management processes are not breached, bypassed or misused
    • Chair Post Implementation (PIR) meetings and complete PIR reports for all non-successful Changes
    • Support the Major Incident Management function by supporting Major Incident Review activities for or changes resulting in P1 / P2 incidents
    • Ensure that all in scope CMDB updates are applied post Change closure, in line with agreed standards
    • Ensure that a consistent view of the customer estate is maintained to support both operational services and change activities
    • Agrees CIs to be uniquely identified with naming conventions
    • Work closely with Change analyst(s) to ensure that Service Assets are accounted for and are accurately reflected in the CMDB
    • Ensures consistency exists between CMDB and SCCM
    • Assist in the management, maintenance and automating of CM tools
    • Evaluate and recommend methods and tools for streamlining and improving processes
    • Analyse configuration issues and propose appropriate resolutions
    • Drive service improvement against the agreed Service Improvement Plan (SIP)
    • Support daily operational review(s) as required
    • Ensure that all reports are accurate prior to distribution

    Skills Knowledge & Experience:

    Essential Capabilities

    The following general capabilities will be required:

    • Good interpersonal skills, with the ability to communicate clearly and effectively to multiple audiences of varying seniority
    • Identify the work required and organise, facilitate and / or perform the work with only minimal guidance from management
    • Good analytical skills; a structured and methodical approach
    • Highly organised, with the ability to plan for short- to medium-term objectives
    • Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness catering for internal and external resolvers
    • Commitment to quality standards and continuous improvement
    • Demonstrable customer presentation experience to all levels of customer interface
    • Delivery of effective training packages in line with defined process and procedure, internally & external to customers

    Specialist Skills and Knowledge

    The person selected for this position must be able to show that they have relevant practical experience of:

    • Practical experience of Change Management
    • Proven customer support experience in a large scale and diverse environment, with a particular emphasis on the use of Change and Configuration Management processes
    • An understanding of Service Level Agreements (SLAs) and their application
    • Knowledge and use of Service Management software, preferably ServiceNow
    • Strong business skills with proven track record in process development and execution
    • An ability to get things done in a matrix environment through persuasion and influence
    • Strong peering skills and ability to influence across disciplines with credibility
    • Proven experience in managing, auditing and reviewing large, complex and federated CMDBs
    • Strong data analysis experience
    • Certification in and commitment to service management best practice as defined by ITIL.
    • ITIL V3 Transition or RCV

    Desirable Skills

    • Tenacity
    • Calm approach to difficult situations
    • Ability to deliver structured detail to all levels of customer or SCC/H organisation
    • Desire to champion Change Management processes