IT Change & Configuration Manager

Job Type:
Digital Workspace
Job reference:
about 1 month ago

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.

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