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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Birmingham
    Job ID: 161440
    Company: SCC

    Role Overview

    Managerial role reporting to the Head Service Operations (IPCC).

    This role will be accountable for the operational delivery of the Change, Configuration & Release Management Services, to both internal and external customers.

    Main Duties of the role:

    • Leading a team of Change, Configuration and Release Managers, based across multiple locations
    • Provide governance of the Change, Configuration & 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 to escalation to resolve delays in change processing or inaccurate CMDB data
    • Establish and maintain good customer relationships
    • Determine toolset requirements
    • Responsible for 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 Change, Release and Configuration Management services for new business, as part of Service Transition.
    • Attend Change, Release and Configuration management workshops for new customers

     

    Skills Knowledge & Experience:

    Essential Capabilities

    The following general capabilities will be required:

    • Strong leadership and demonstrable experience
    • Ability to motivate, mentor and manage others
    • Strong ability to influence others
    • Financial acumen
    • Commercial and contractual awareness
    • Excellent written and verbal communication skills
    • Good interpersonal skills
    • Perform activities 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 packages (internally & external to customers)
    • 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 Change, Configuration & Release Management process, aligning this with the customer’s processes & expectations
    • Broad technical understanding

    Specialist Skills and Knowledge

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

    • Proven customer support experience in a large scale and diverse environment, with a particular emphasis on the use of Change, Configuration and Release Management processes, escalation procedures and related disciplines
    • Knowledge and use of Service Management software, preferably 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 of leading strategic level discussions at customer and SCC Senior management level
    • 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
    • Certification in and commitment to service management best practice as defined by ITIL
    • Knowledge of SCCM
    • ITIL V3 intermediate

    Desirable Skills and Knowledge

    • Tenacity
    • Calm approach to difficult situations.
    • Ability to deliver structured detail to all levels of customer or SCC organisation.
    • Data analysis experience.

     

    Interested ?
    Then click the response button now !
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