Job Description
The Change, Configuration and Release Manager role is a varied, challenging and exciting role. The role is responsible for ensuring the Change, Configuration and Release Management processes are not just fit for purpose but pushing the envelope of what is possible, driven by the continually evolving needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with the supporting the delivery of a high performance and reliable IT capability worldwide.
Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager (Service Management), the successful candidate will be responsible for delivering Change, Configuration and Release Management to NEC and our customers. The Change, Config and Release Management Team is responsible for minimising the adverse impact of planned maintenance activities to the services NEC provide through a robust review and approval process as well as ensuring visibility of forthcoming maintenance and ensuring an accurate CMDB. The role will have direct line management responsibility as well as functional management responsibility for a wider team based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the design and delivery of the Change, Configuration and Release Management processes within NEC. The successful candidate will show strong leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000.
The role is office based in either Chippenham or Hartlepool.
Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.
Responsibilities
1. Develop and own the end-to-end process & delivery within NEC for Change, Configuration and Release Management
2. The ability to lead and develop a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.
3. Measure, monitor and review performance of the team and process using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy
4. Ensuring the team is performant and skilled to the appropriate level
5. Allocation of work within the team
6. Support bid responses and the development of service offerings with the business stakeholders
7. Be involved in maintaining compliance through preparation and attendance at internal and external audits particularly ISO 20000 audits.
8. Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
9. Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
10. Work very closely with other process managers to ensure a full ITIL aligned end to end service is available to stakeholders
11. Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
12. Ensuring adherence to contractual SLAs
13. Change, Configuration and Release reporting as required by each contract
14. A strong communicator both verbally and written at both a technical and stakeholder level.
15. A thorough understanding of ITIL Change, Configuration and Release Management techniques.
16. An ability to balance and plan the short-term and long-term actions of the team.
17. Knowledge and understanding of all relevant industry standards.
18. Knowledge and understanding of best practices for service management.
19. Strong communication skills, including the ability to be influential and persuasive with stakeholders.
20. An understanding of all of NECSWS business areas.
21. An ability to think critically about systems and to make adjustments consistently as needed.
22. The ability to manage time effectively while setting the tone of the team through leadership.
23. Ensuring that all processes used by service management are thoroughly documented, consistently audited, and regularly improved.
24. Establish and maintain the integrity and control of the Configuration Management Database (CMDB) and the Configuration Items (CIs) within the CMDB, including the interfacing to any 3rd party tools.
25. Act as the authority for approval on CABs.
26. Promote and monitor process adherence within the wider stakeholder community
Qualifications
Essential Skills
27. Significant Service Management Experience, with a focus on Change, Config and Release management
28. Stakeholder Management
29. Resource Management
30. Possess excellent customer service skills and an ability to innovate
31. Excellent communication and business writing
32. Working knowledge and experience of the ISO 20000 Service Management Standard
33. Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can
34. Excellent attention to detail
35. Good working knowledge of infrastructure and application technologies
Essential Qualifications
36. ITIL v3 Foundation
37. ITIL v3 Intermediate Qualification
38. NPPVL3 + SC clearance required (or eligibility)
Desirable Qualifications and Skills
39. ITIL v4 Foundation
40. ITIL v4 Intermediate Qualification
Additional Information
We are proud of the benefits we offer employees of NEC Software Solutions
41. Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
42. 25 days paid holiday with the option to buy/ sell
43. 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
44. A Group Pension Plan with fantastic employer contributions up to a maximum of
45. A fantastic selection of flexible benefits to suit your individual needs
46. We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
47. All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.