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Change Management Specialist

2 months ago

Milton Keynes, Milton Keynes, United Kingdom Kuehne + Nagel AS Full time
Your Role

The Change Management Manager is responsible for driving customer satisfaction through the delivery of quality and timely service. This involves ensuring that Change Management methods and procedures are used for efficient and prompt handling of all changes, minimizing the impact on the business.

Your Responsibilities
  • Incident Management: Manage complex and critical incidents from initiation to resolution, ensuring adherence to defined incident management processes and service level agreements (SLAs). Act as the single point of contact for all major incidents and be the point of escalation for Service Desk Analysts and Coordinators.
  • User Expectation Management: Proactively manage user expectations by providing timely and accurate updates on incident progress, potential impact, and expected resolution times. Maintain open lines of communication with users, demonstrating empathy, professionalism, and a commitment to delivering a high-quality service.
  • Change Management: Facilitate the change management process by ensuring that all changes are planned, reviewed, approved, and implemented efficiently and in accordance with established procedures. Collaborate with change owners and stakeholders to assess change impacts, risks, and dependencies.
  • Continuous Improvement: Stay abreast of industry best practices and emerging trends in incident and change management. Collaborate with relevant stakeholders to implement changes and enhancements that optimize incident and change management practices and contribute to overall service improvement.
  • Technical Expertise: Possess a strong working knowledge of ITIL methodologies and hands-on experience in implementing incident and change management best practices. Demonstrate technical proficiency with a broad spectrum of IT tools and systems, including Active Directory, Microsoft Exchange, M365, Intune, Active Roles, MDM management, and remote support platforms.
  • Certifications: ITIL Foundation certification (or higher), along with certifications like ITIL Practitioner or Change Management, is highly preferred.

This role requires a highly detail-oriented individual with a commitment to thorough documentation and precision in all aspects of incident, change, and problem management.