Application Deadline: 2 February 2026 Department: IT Services Location: Newquay, Cornwall, UK Description Overview of role The Change Enablement Practice Manager is a member of the Service Management team, responsible for the Change Enablement Practice. The Change Enablement Practice Manager is responsible for ensuring the effective delivery, development and successful operation of the Change Enablement Practice, per the ITIL 4 framework. The role will ensure the application and maturing of a robust and consistent Change Enablement process that underpins the IT support service to staff, students and associates of the university. The Change Enablement Practice Manager is a collaborative team player with the ability to operate as part of virtual teams as required across technology. It is also important that the Change Enablement Practice Manager is resilient under pressure and able to maintain high standards. The role occupier ensures that standardised methods and procedures (ITIL 4) are used for efficient and prompt handling of all changes, minimising impact on the organisation and applying a continuous improvement mindset. The Change Enablement Practice Manager is responsible for managing and overseeing change requests as well as organising and chairing the Change Advisory Board (CAB). They closely with all process and Practice Managers within the Service Management team and other key stakeholders across the business. The post holder will need to be flexible with working hours to accommodate the needs of the business. Some travel may be required, (predominately between the Quintrell Downs office and College campuses in London). Accountabilities Using the ITIL 4 framework, develop the Change Enablement Practice as appropriate to the needs of the university, aligned with ITs Operating model and strategic direction and objectives. Delivering and managing Change Enablement Practice improvement plans and roadmaps; hosting process reviews and improvement forums to ensure wide and consistent adoption and ensure process maturity. Coordinating and managing the Change Enablement Practice’s processes and activities across the university and with 3rd parties. Development and achievement of Change Enablement specific KPIs. Executing Change Enablement Practice activities in adherence to the agreed policy, with focus on business requirements, risk management, compliance and fulfilling the success factors of the Change Enablement Practice. Ensuring that all participants in the Change Enablement Practice understand their responsibilities in processes and activities, mentoring, training, and supporting individuals in relation to this. Responding to escalations for activities relating to the Change Enablement Practice and providing feedback to relevant stakeholders. Chairing the Change Advisory Board (CAB), ensuring that the agenda and results are issued in good time, reviewing and authorising changes. Reviewing change outcomes and ensuring that remedial actions are being taken for unsuccessful changes. Escalating risks and issues via the Service Management risk register and to the Service Management Practice Manager. Maintaining and improving process effectiveness (quality), efficiency (cost), performance (throughput) and vulnerability (security). Standardising and automating practice activities where possible; ensuring risk assessment and authorisation is obtained where relevant. Collaboration with other Practice Managers to ensure that expected inputs and outputs between processes are in place and working effectively. Actively collaborating with the Service Transition and Agile Teams to identify, document, and enhance the integration points where Change Enablement activities align with Agile sprints and Service Transition milestones. Building close integration with IT Assurance to support them in risk and issues management; escalating risks and issues discovered and updating the SM risk/issues register. Participation in the enhancement, upgrade or replacement of the Service Management tool relevant to the Change Enablement Practice. Enhancing the Service Management tool to support the Change Enablement Practice and utilise other available tools, such as ITAM to understand the potential impact of change and identify unapproved changes. Creating, tracking, updating and implementing improvements relative to the Change Enablement Practice, in the Continual Improvement Register. Participation in ISO/IEC 20000 and SDI Certification activities as required. Developing reporting relevant to the Change Enablement Practice. Developing, delivering, and updating training materials and process documentation and diagrams. Maintaining an up-to-date change calendar and other calendars of activities in support of change planning, as notified from other department across the university. Determining and communicating the annual increased scrutiny and change freeze dates and ensuring compliance with the guidance governing these periods. Ensuring that change work that will affect the availability of service/s is communicated to the relevant end users in a timely manner, following the standardised methods, style, and quality of Major Incident communications. Providing the highest levels of customer support and satisfaction in-line with policies and procedures. Assisting the Service Management Practice Manager and other Practice owners in driving ITIL Service Management best-practice and process standardisation. Deputising for other Practice Managers as required by the Service Management Practice Manager or Head of Service Management. Deputising for the Service Management Practice Manager as required. Actively contributing to King’s Service Centre Business Continuity Plans. Undertaking such other duties within the scope of the post as may, from time to time, be assigned by the Service Management Practice Manager. Understand the IT vision in delivering King’s university’s strategy in supporting delivery of an excellent student experience, excellence in research and efficient administration. Line Management of Practitioner (s) within Service Management. This will involve all aspects of recruitment, the setting and review of annual PDRs, approving annual leave, managing absence, and all other line management duties. Key Skills & Experience Required (E) – Essential (D) – Desirable Experience of running a Change Enablement process within a busy IT environment (E). Experience of managing and configuring ITSM products and tools (E). Strong interpersonal, influencing, communication and report writing skills, interacts appropriately with users of various technical skill levels, remains calm and courteous while working to resolve incidents or issues(E). Understanding of an Enterprise Architecture/complex support environment and ability to adapt and understand modern technologies (E). Good project and task management skills, with excellent time management and organisation, with the ability to juggle multiple projects and tasks simultaneously and adopt a positive, can do and flexible approach to projects and other business activities (E). Numerical and analytical ability with relevant experience of evaluating and accurately analysing service data and interpret results (E). Methodical approach to problem solving and attention to detail (E). Effective time management skills: the ability to work on multiple tasks simultaneously requiring experience with prioritising tasks due to shifting priorities, fluctuating workloads, and deadline pressures (E). Proficient documentation and report writing skills; able to fully document operational requirements, proposed solutions, processes, and data flows effectively (E). Familiarity with process modelling software, such as Microsoft Visio or Bizagi (E). ITIL 4 Foundation certification (E). ITIL 4 Practitioner: Change Enablement certification (E) (or prepared to achieve within a year) OR alternatively ITIL 4 Specialist: Plan, Implement and Control certification (E). Prepared to develop ITIL skills further as required (E). ITIL 4 Practice Manager designation (D). ITIL 4 Managing Professional designation (D). A full Drivers Licence (E). Employee Benefits Hybrid Working - Minimum of 5 days per month in the office 10% Performance related bonus 30 Days holiday and maximum of 8 public holidays (pro-rata) Sick pay 4 Discretionary Christmas Closure Days Contributory pension scheme Life Assurance cover Service time - 3 Volunteer days per year Free onsite parking & Bike racks Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements) Student Discount (access to Totum, Unidays & Student Beans) CycleScheme TechScheme Opportunities for formal training and professional certification Free access to Linkedin Learning Free access to Future Learn short courses Potential for internal promotion and advancement Equality, diversity & inclusion We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed. This is in line with King's College London (KCL).