IT Service Change Coordinator

4 weeks ago

Ashford, Kent, United Kingdom Brakes Full time
Job Overview

Brakes is seeking an IT Service Change Coordinator to join our IT Service Management team on a full-time, permanent basis.

This position offers a remote working arrangement with standard hours from Monday to Friday, 8 am to 5 pm. Flexibility will be necessary for occasional team meetings, and travel expenses will be covered. As the IT Service Change Coordinator, you will oversee a team of two Change Analysts and manage a significant volume of changes each month.

Operating across the organization as part of a unified approach, this role emphasizes the management of changes within the Service Now platform and the utilization of data analytics to assess the effectiveness and impact of technological changes. The IT Service Change Coordinator will be accountable for ensuring the successful execution of change activities, which include assessment, analysis, development, documentation, and implementation through direct reports. It is crucial to identify all risks and establish impact mitigation strategies before approving any technological changes.

Key Responsibilities:

  • Ensure compliance of all change records with the Change Management Process, containing all necessary information for assessment and approval.
  • Collaborate with other support functions (incident, problem, release, and configuration management) to resolve operational support challenges and drive solutions forward.
  • Review all completed changes (Emergency, successful, or failed) from the previous Change Advisory Board (CAB) schedule and determine if any require a Change Post Implementation Review (CPIR).
  • Confirm that every change request has received full approval prior to implementation.
  • Examine the Forward Schedule of Changes for potential conflicts and reject changes if necessary.
  • Work alongside Compliance Management to ensure adherence to Sarbanes Oxley (SoX) audit controls.
  • Conduct post-change analysis as part of effective reporting.
  • Directly manage a team of two Change Analysts.
  • Collaborate with global change teams and change managers from various regions to establish a cohesive working approach and a unified Global Change Team.
  • Continuously strive to enhance and refine the change management process while introducing efficiencies within the ITIL framework.
  • Focus on enabling change management rather than merely managing changes.

About You:

The ideal candidate must hold an ITIL V4 qualification and possess proven experience as an ITIL-aligned Change Manager, along with substantial experience using Service Now to effectively perform daily responsibilities. You should be confident in communicating with both internal and external stakeholders at all levels, maintaining a high degree of accuracy in your work. Taking ownership of your performance and identifying areas for improvement and development is essential. You will be responsible for facilitating and administering technology change management activities, which encompass Normal, Standard, and Emergency Changes. Consideration of technology/analytics and governance/process change impacts across the organization is vital, as is the mitigation of risks or resistance. This role will engage with various roles and stakeholder groups affected by these changes or involved in the change process.

What We Offer:

  • A competitive salary
  • A company car or car allowance of £5,500 per annum
  • Pension scheme
  • Generous holiday allowance of 25 days, with the option to purchase additional holidays plus bank holidays
  • Significant discounts on a wide range of food and award-winning products through our staff shop
  • Discounts on cinema tickets, shopping, and cashback on purchases through Sodexo
  • Recognition awards and incentives
  • Real career opportunities - being part of Sysco, the world's leading foodservice business, opens up a world of possibilities

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