Job Description
Brakes are recruiting for an ITSM Change Manager to join the IT Service Management team on a full time, permanent basis.
We are offering a remote base contract with working hours of Monday – Friday, 8am-5pm. Flexibility will be required for occasional team meetings and travel expenses will be reimbursed. As the ITSM Change Manager you will be managing a team of two change Analysts and circa 200-250 changes per month.
Operating across STGB as part of "One Sysco GB", this role focuses on managing changes in the Service Now platform and driving data analytics to understand the success and impact of Technology change. The ITSM Change Manager will be responsible for ensuring the delivery change activities including: assessment, analysis, development, documentation, and implementation, through their direct reports. It is essential to ensure all risks are identified, and impact mitigation plans are firmly in place before the Technology change is approved.
Key Accountabilities and Responsibilities:
- Ensure that all change records comply with the requirements of the Change Management Process and contain all relevant information to allow all other parties to assess and approve the change.
- Work with other support disciplines (incident, problem, release and configuration management) to address operational support issues and drive solutions forward.
- Review all completed changes (Emergency, successful or failed) from the previous CAB schedule and determine which changes (if any) require a Change Post Implementation Review (CPIR).
- Ensure every change request has been fully approved prior to implementation.
- Review the Forward Schedule of Changes for changes that may cause conflict and if necessary reject them.
- Work with Compliance Management to ensure that Sarbanes Oxley (SoX) audit controls are observed.
- Conduct post change analysis as a part of effective reporting.
- Directly line manage a team of two Change Analysts.
- Work with the wider global change teams and change Managers, from different regions, to build a single way of working and a Single Global Change Team.
- A constant drive to both mature and improve the change management space and introduce efficiencies while working within the ITIL framework.
- Making change management more about change enablement.
About you:
The successful candidate must be ITIL V4 qualified and have proven experience as an ITIL aligned Change Manager and significant experience within Service Now to allow you to be able to conduct day to day duties with ease. You will be confident in communicating with internal and external stakeholders, at all levels, and maintain a high level of accuracy within your work. You will also take ownership of your own performance and be able to identify areas for improvement and development. It is your responsibility for facilitating and administering Technology change management activities. This consists of Normal, Standard and Emergency Changes. You will take into consideration technology / analytics and governance / process change impacts across the GB organisation and mitigating risks or resistance. This role will engage with a variety of roles and stakeholder groups across the organisation who are impacted by these changes or a stakeholder involved with the change.
What we offer:
- A competitive salary
- A company car or car allowance of £5,500 per annum
- Pension scheme
- Generous holiday allowance of 25 days, with option to purchase additional holidays + bank holidays
- Huge discounts on all sorts of lovely food and award-winning products through our staff shop
- Discounts on Cinema tickets, shopping and earn cashback on purchases through Sodexo.
- Recognition awards and Incentives
- Real career opportunities - being part of Sysco, the world's leading foodservice business, opens up a world of possibility