IT Change & Configuration Manager

Salary - £50,000 - £60,000 + Excellent benefits

Location - Solihull/Hybrid

Role purpose:

This is a combined operational based position operating within the IT Service Management team.
Many of the responsibilities are general, however working knowledge of the ITIL Change and Configuration Management processes are crucial to the success of the role.
To support the IT Change & Configuration Management function to help reduce risk, improve implementations, record CI's, and effect system changes smoothly.

Key Responsibilities:

Maintain clear and effective communication and serve as an escalation point of contact with the primary focus on driving change workflow.
Ongoing co-ordination with project and operational based teams for Change deployment.
Maintain IT Change & Configuration management documentation on a regular basis and be accountable for the quality and completeness. for example, Post Implementation Reviews, presentations, procedural docs and change and/or release schedules.
Communicate (and/or train as necessary) on process and documentation content.
Conduct analysis on whether IT Change and Configuration standards are being followed.
Undertake monthly service reporting to IT line management on activities and results
Proactively work and coordinate with relevant stakeholders (within IT, the business, projects, strategic vendors, outsource partners, among others) to deliver effective service.
Run regular meetings such as Change Advisory Board and Post Implementation Reviews to ensure good stakeholder communication.
Establish Configuration Model, Design and CI Types/data elements for CMS/CMDB.
Perform configuration audits to check that the physical IT inventory is consistent with the central CMS/CMD.
Help define Asset Management with data models and CI-Asset relationships.
Understanding our agreed Service Levels, ensuring our SLAs and KPIs are met consistently, and providing the best support possible to our business users.
Interface with Incident, Problem and Request Management activities when required.
Comply with Information Security processes, privacy, and other applicable regulations.
May require after-hours availability for managing critical changes or emergency changes.

Technical/Professional Qualifications/Requirements

At least 5 years' experience in a similar role.
Familiarity with helpdesk ticketing systems (ITSM tools).
ITIL Foundation qualified.
Good all-round knowledge of IT Applications/Infrastructure.
Experience of CMDB Data modelling and reporting.
Strong customer service orientation, good communication, teamwork, and interpersonal skills.
Attention to detail and the ability to manage multiple priorities and stakeholders in a fast-paced environment.
Willingness to participate in continuous learning and training initiatives.
Proven track record of managing ITIL processes in medium to large organizations.

Matthew Daniells