The Change Manager is a key member of the Service Management Office, and works closely with the Release/Environment Manager and with project, support and infrastructure teams across IT Services. The post holder needs to have well developed presentation and influencing skills, and be capable of holding their own amongst a diverse group of IT Services employees, including those at a senior level. Similarly, there is a requirement to work sensitively with stakeholders across the University at a variety of levels.
The Change Manager will set standards for managing changes to IT systems, will ensure that these are adhered to and will lead the change management process, helping to ensure that changes are successfully implemented with no adverse impact to production services.
- A high level of general education, preferably a degree-level qualification or equivalent
- Demonstrable experience of implementing and maintaining change management processes in a complex IT environment, preferably utilising an ITIL approach
- ITIL (V2) Service Management Practitioner or ITIL (V3) Intermediate level or equivalent change management qualifications
- A broad knowledge of IT and a sufficiently technical background that the different architectures of the core services can be understood
- Excellent communication skills and an understanding of communication approaches, including tailoring messages to suit the audience, along with the ability to form constructive relationships with people at all levels within the organisation
- Significant experience in the use of the Microsoft Office toolset, email and a range of web browsers
- Strong negotiating and influencing skills and the ability to establish credibility with senior stakeholders
- Experience of reporting and of providing metrics and other control information to project management and senior management
- Strong problem solving and analysis skills
- Familiarity with one or more complex service management tools such as Frontrange, Service Now, Remedy.
- Experience of working effectively to demanding deadlines, prioritising own workload with minimal supervision