Change & Problem Manager

3 weeks ago

Harrogate, United Kingdom Emprego UK Full time

**Job Details: Change & Problem Manager**

Full details of the job.

Vacancy NameChange & Problem Manager Vacancy NoVN356 Employment TypeFull-Time LocationHarrogate Type of VacancyPermanent Job Description (external use)

**Redcentric**|Change & Problem Manager
**Division**
**Operations**

***Job location**
**York/Harrogate**
**Reports to**
**Operations Director**

**About Redcentric**

Redcentric is a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration, designed and delivered by our own highly skilled teams from our privately owned, UK based multi-million pound infrastructure.

Redcentric has annualised revenues in excess of £80million, more than 350 highly skilled employees serving over 2000 customers across the UK.

**Job description**

**Aim of the role**:
The Change/Problem Manager is a crucial role within our Organisation. This role is responsible for overseeing and managing the change and problem management processes, ensuring the smooth and controlled execution of IT related changes and the effective resolution of IT-related problems.
The Change/Problem Manager plays a vital role in minimizing the impact of changes and incidents on the organization's IT services and infrastructure. The Change/Problem Manager is instrumental in ensuring the stability and reliability of IT services and infrastructure within our organisation. By efficiently managing changes and addressing underlying problems, the Change/Problem Manager plays a key role in reducing disruptions and optimizing IT operations. The role will involve the functional management of an offshore team.

**Key responsibilities**:
Key responsibilities in this role will include but are not limited to the following:

- Change Management:

- Develop and maintain the Change Management process and associated policies, procedures, and guidelines.
- Review and assess all proposed changes to IT services and infrastructure to determine potential impacts and risks.
- Chair and manage Change Advisory Board (CAB) meetings to evaluate and approve changes.
- Collaborate with stakeholders to prioritize, schedule, and plan approved changes.
- Ensure proper documentation and communication of authorized changes to all relevant parties.
- Monitor the implementation of changes, ensuring they are carried out as planned and within the agreed-upon maintenance windows.
- Conduct post-implementation reviews to assess the success and effectiveness of changes.
- Problem Management:

- Establish and maintain the Problem Management process and associated procedures.
- Conduct in-depth investigations to identify the root cause of recurring incidents and problems.
- Collaborate with other IT teams to ensure timely resolution and mitigation of underlying problems.
- Proactively identify and address potential problems before they escalate into incidents.
- Develop and implement corrective and preventive actions to reduce the impact of problems on IT services.
- Maintain a knowledge base of known errors and workarounds for the IT support teams.
- Reporting and Metrics:

- Regularly generate and analyse performance metrics related to change and problem management.
- Present reports to Senior Management Teams and stakeholders, highlighting trends, areas for improvement, and the effectiveness of change and problem management efforts.
- Collaboration and Communication:

- Foster strong working relationships with IT teams, stakeholders, and the CAB to ensure smooth collaboration and effective decision-making during change and problem management processes.
- Communicate with relevant parties about upcoming changes, potential risks, and resolutions to problems.
- Act as a liaison between internal technical teams, ensuring effective communication and coordination during the change process.
- Continuous Improvement:

- Regularly review and refine the change and problem management processes to ensure they align with industry best practices and organizational needs.
- Implement improvements to enhance the efficiency and effectiveness of change and problem management processes.

**Person specification**
- Relevant certifications such as ITIL are highly desirable.
- Knowledge of ITIL framework and best practices for change and problem management.
- Proven experience in IT service management, particularly in change and problem management roles.
- Strong analytical and problem-solving skills to investigate incidents and identify root causes.
- Excellent communication and interpersonal skills to work effectively with various stakeholders and teams.
- Familiarity with IT service management tools and software.
- Ability to prioritize and manage multiple tasks and projects concurrently.
- Detail-oriented and proactive approach to address potential issues proactively.
- Strong leadership and facilitation skills to lead CAB meetings effectively.
- Existing Security Clearance would be advantageous - there will be a requirement to go through Security Clearance (NPPV and SC) for this role.

**Possible Progression Paths**
- Potential opportunity to develop into a more Senior Management position within the Company.

**Hours of work**
Flexible working is an option for this role i.e., working from home some days.
The company's standard hours of work are 9.00 until 5.30pm, Monday to Thursday, with one hour for lunch, and 3:30pm on a Friday. However due to the nature of this role there will be the need for flexibility in relation to working hours.

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