The ITIL Change Manager will be responsible for managing the end-to-end change management process in alignment with ITIL best practices within the Technology Operations and Service Delivery team. The role is essential for ensuring that changes to IT services are implemented with minimal disruption to service availability and business continuity. This position requires close collaboration with various technical teams and business stakeholders to ensure that changes are assessed, prioritised, authorised, and successfully implemented.
Change Management Process Ownership:
- Act as the owner of the ITIL-aligned Change Management process, ensuring it is effectively executed across all Technology Operations functions.
- Continuously improve the Change Management process to align with business goals, regulatory requirements, and industry best practices.
Change Planning and Risk Management:
- Coordinate the planning, scheduling, and approval of all changes across the technology landscape, including infrastructure, applications, networks, and security.
- Identify potential risks, dependencies, and impacts of proposed changes, working closely with service delivery, infrastructure, application support, and business teams to mitigate risks.
- Ensure that changes are properly assessed, with adequate testing, documentation, and backout plans in place.
Change Review and Approval:
- Manage the Change Advisory Board (CAB) process, ensuring that all changes are appropriately reviewed, and decisions are made in a timely and transparent manner.
- Lead Change Advisory Board (CAB) meetings, presenting high-impact or complex changes and facilitating decision-making.
- Ensure appropriate stakeholders are consulted for approval and authorization, especially for critical or high-risk changes.
Change Implementation Oversight:
- Oversee the execution of changes, ensuring adherence to approved change plans and monitoring progress in real time.
- Maintain communication with relevant teams during the implementation phase, providing updates and addressing issues as they arise.
- Ensure proper post-implementation reviews are conducted for major changes to assess success and identify areas for improvement.
Change Reporting and Metrics:
- Monitor and report on change success rates, failure rates, and incidents arising from changes to ensure continuous process improvement.
- Provide regular updates to senior leadership, highlighting trends, risks, and improvement opportunities based on change performance data.
- Develop and track KPIs related to change management, ensuring alignment with operational and strategic goals.
Service Disruption and Incident Management Alignment:
- Work closely with Incident and Problem Management teams to ensure that changes related to incidents are effectively coordinated and implemented.
- Ensure that failed changes are properly documented and fed into the Problem Management process for root cause analysis and resolution.
Change Process Compliance and Audit Support:
- Ensure that all changes comply with relevant security, regulatory, and legal requirements.
- Support internal and external audits related to change management, ensuring that records, approvals, and documentation are accurate and up to date.
Stakeholder Engagement and Communication:
- Act as the primary point of contact for all change-related queries, ensuring that technical teams and business units are informed and aligned on change activities.
- Maintain strong relationships with internal stakeholders, including technology teams, business units, and senior leadership, to ensure smooth coordination of changes.
Knowledge and Skills
Essential
- ITIL v3 or ITIL 4 Certification or proven Knowledge / Experience: Must have a strong understanding of ITIL framework, particularly in Change Management, Service Transition, and Continual Service Improvement.
- Proven Experience: Minimum 3-5 years of experience in a Change Management role within a Technology Operations or IT Services environment.
- Technical Knowledge: Solid understanding of technology infrastructure (servers, networks, cloud services), applications, and service management tools (e.g., ServiceNow, Jira).
- Analytical Skills: Ability to assess change requests, identify risks, and evaluate potential business impact.
- Stakeholder Management: Strong interpersonal and communication skills, with experience managing multiple stakeholders across technical and business functions.
- Problem-Solving Skills: Ability to handle high-pressure situations and resolve conflicts or issues related to the change process.
- Process Improvement Mindset: Experience in driving process improvements within a change management or service delivery context.
Desirable
- Project Management Knowledge: Exposure to project management methodologies such as Agile, Scrum, or PMP.
- Technical Certifications: Knowledge or certifications in cloud platforms (AWS, Azure), networking, or infrastructure services would be advantageous but not essential.
- Service Management Tools: Proficiency in ITSM tools such as Assyst for managing changes, approvals, and workflows.
Key Competencies:
- Strong organizational skills and attention to detail.
- Ability to work in a fast-paced, dynamic environment with multiple competing priorities.
- Proactive, with the ability to foresee issues and manage risk effectively.
- Effective decision-making skills, especially under time-sensitive conditions.
- A collaborative team player who can work across diverse functions and geographies.
Additional information
- This role is typically home and office based, but may require occasional travel.
- The role may require working outside of normal business hours
- This role is a key member of the IT service management team, and will work closely with other teams, such as Delivery, Operations, and support.
