Change & Problem Manager

Change & Problem Manager
Manchester
Permanent Salary: up to £44,263

Harvey Nash is proud to be partnered exclusively with University of Salford; on the appointment of a permanent Change & Problem Manager.

Overview

Digital Services (DS) refer to the application of business and technical expertise to enable the creation, management, and optimization of or access to information and business processes. This function is the first point of contact for end user issues and is supported by Digital IT Service Desk, Technical Services and Operations Management.

The Change and Problem Manager will be responsible for successful delivery and continual service improvement of the University of Salford’s core IT service lifecycle processes, including Change, Incident and Major Incident Management.

The Digital IT Service is a 24/7 operation and there may be a requirement to work out of hours, when required to ensure high service availability and completion of planned changes.

Responsibilities

• Responsible for the developing, documenting and embedding fit for purpose Change and Problem process, policy and procedure which outlines the E2E lifecycle and aligns to industry best practice
• Responsible for the management of regular service reviews with key senior stakeholders to evidence progress toward defined KPI’s and ensure the adherence to the University standards
• Lead the weekly Change Advisory Board (CAB); ensuring all high-risk changes are represented and approval from component owners
• Responsible for ensuring service delivery meets the agreed service levels for Major Incident and Change. Produce weekly reporting packs, lead regular service reviews with senior management/vendors and conduct ongoing trending/analysis to inform continual service improvement
• Help to lead post incident review meetings to capture lessons learned
• Collaborate with the Digital IT team to provide advice/coaching/training regarding all processes within the scope of responsibility
• Identify and deliver technical enhancements within the Change and Problem modules of our Service Management platform to support the efficient delivery of our processes
• Work out of hours, when required to ensure high service availability and completion of planned changes

Salford behaviours

• Connecting: Consciously connects with people to build trusting relationships over time and helps others to form networks that will support them in their work and learning
• Inspiring - Communicates with clarity and behaves in a way that engages and influences people to do their best for the University and its students
• Co-creating: Works with and through others to generate the best possible ideas and solutions
• Achieving: Takes accountability to make things happen and see things through for the benefit of the University.

Qualifications – Professional Skills Certifications (essential or desired)

• Graduate qualification or relevant professional experience
• ITIL Certification

Background & Experience

• Substantial experience in IT in a diagnostic and problem-solving role
• In-depth understanding of diverse computer systems and networks
• Experience managing ITIL processes

If you are an experienced Change & Problem Manager, looking for a new and exciting opportunity, then I would like to hear from you.

Please apply directly online, and if your application is successful; one of the team will be in touch to discuss next steps.