Grade: 7. Direct responsibility for: Senior / Operation Analysts

Transcription

1 Role: Change Manager Grade: 7 Department: Reports to: Service Management IT Operations Manager Direct responsibility for: Senior / Operation Analysts Role Summary: As an IT Change Manager you will be responsible for leading on the delivery and continuous development of a customer focused, cost effective and efficient Technology and Information (TIS) change service. You will own develop and govern the IT Change Management process through risk analysis, impact analysis, clash management and obtaining appropriate authorisations of planned changes. This role will ensure the Change and Release Management functions are applied and maintained in line with the ITIL Framework. The role involves both process and resource management skills and will be pivotal in ensuring adherence to process, SLA compliance and identifying and highlighting improvements that will be addressed via the Continuous Service Improvement Programme (CSIP). As a team manager, you will work on more complex assignments and will have line management responsibly for Senior Operations Analysts and Operations Analysts where appropriate. Ensuring staff are clear on their part in delivering results, are set up for success and understand that through their activities each individual contributes to a positive student experience, supporting students throughout their journey, from enquiry to alumni, providing a culture that engages students as genuine partners WITH Plymouth University. Page 1 of 5

2 Key Accountabilities: 1. Leadership Leads and manages the delivery and continuous development of an effective and flexible service, in a way that reflects the University s values-based behaviours for leaders, to ensure the efficient operation of the Technology & Information Directorate. Leads and directs operational workflow of a multi-disciplinary team ensuring agreed targets and standards are consistently met Develops, motivates and coaches the team to deliver their best providing feedback on performance to enable continuous development in line with the University s Performance Development Framework Deals appropriately with formal and informal performance concerns escalating in a timely manner to manager where appropriate Follows the appropriate financial and regulatory policies and procedures ensuring necessary regulations and standards are adhered to Informs and influences appropriate University wide projects outside of immediate work area Advocacy and promotion of IT Change Management at a senior management level, gaining buy-in and support to its ongoing development and use. Subject matter expert in the IT Change Management process, ensuring alignment with best practice and compliance with internal and external audit requirements 2. Manage the process of Change and Release Management Responsible for the creation of policies and processes to ensure the smooth management of the change and release processes Ensure all relevant documentation is clear, readily available and kept up to date Ensure all changes are registered under the correct timescales, accurately categorised and described with impact of change, show justification, business benefits, goals, success criteria, impacted configuration items and risks and with both implementation and back-out plans Ensure all releases into environments are controlled, scheduled and resourced accordingly Page 2 of 5

3 Continually seek to review & refine policies and processes in order improve the quality and efficiency of the change and release management processes and implement methods to measure their success To oversee the regular update of the Forward Schedule of Change by which to forecast planned changes, avoid change conflicts and make available to any necessary personnel within TIS To manage the process of Change Approval ensuring all change requests contain the necessary material by which to assess the change and bringing all significant and major changes to the attention of the Change Advisory Board (CAB) Create regular detailed and accurate reports for the IT Management Team. 3. Responsible and accountable for Change Advisory Board To advertise and chair weekly CAB meetings ensuring that any necessary information is brought forward to the attention CAB by change proposers in order to effect the appropriate change approval decisions To advertise and run a virtual CAB as required 4. Ensure IT Service continuity, disaster recovery and security To ensure that downtime or other disadvantageous effects of changes are minimised or carried out under timescales which least impact the business. Objectively act in order reduce service outages and major incidents. Ensure that planned service interruptions are adequately communicated to those areas of the business impacted by changes. 5. Ensure effective delivery of application and infrastructure projects Plan and schedule and deliver application and infrastructure projects 6. Manage relationships with suppliers Ensure efficiency and value for money Track and maintain SLAs with suppliers and resolve issues as required Measures of Success: Successful delivery of key priorities and objectives agreed as part of the University s Performance Development Review SLAs achieved Page 3 of 5

4 Student/staff satisfaction feedback Achievement of TIS Directorate objectives Change & Release management statistics achieved Continuous service improvement Knowledge, Education and Training Educated to Bachelor Degree level or holds relevant Professional qualification (or equivalent demonstrable experience) ITIL v2/v3 qualification desirable Experience Experience of managing effective change and release management processes Successful track record in delivering service improvement initiatives Practical experience of managing and delivering ITIL based Service Management processes Excellent networking and collaboration skills to enable working with a range of internal and external teams. Excellent communication skills and an ability to interpret and present technical information into business language Experience of managing third party relationships Experience of working in complex infrastructure environments Significant experience of supporting a range of infrastructure technologies Page 4 of 5

5 Skills Ability to prioritise and self-manage Management of IT and technical teams Excellent communication (verbal, written, presentation) Analytical, derives useful management information from complex data Fosters positive business relationships Drives satisfaction on behalf of customers SFIA Skills Framework Application Support Problem Management IT Management Storage Management Network Support Systems Software Supplier Relationship Management SFIA Level Plymouth University s Values-Based Behaviours: Demonstrating Self Leadership Engages and develops others to deliver Leads in situations characterised by ambiguity Builds and secures value from relationships Drives innovation and action Creates a shared vision Demonstrates sound business judgement Page 5 of 5