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ICT Change Manager

2 months ago

Milton Keynes, Milton Keynes, United Kingdom The Open University UK Full time
About the Role

We are seeking a highly skilled ICT Change Manager to join our team at The Open University UK. As a key member of our Digital Services unit, you will be responsible for leading and managing the Change Management process to enable efficient and safe change across traditional and agile environments.

The successful candidate will have a proven track record of experience in change management, with a strong understanding of modern, agile service development and management practices. You will be responsible for continuously reviewing the Change Management Process to align with business and regulatory requirements, whilst minimising and managing the risk to University services.

You will work closely with internal and external stakeholders to ensure that all changes are recorded, evaluated, authorised, prioritised, planned, tested, implemented, documented and reviewed in a controlled manner. You will also be responsible for maintaining a Forward Schedule of Change, and identifying and managing scheduling conflicts.

The ideal candidate will have excellent interpersonal, initiative, written, communication, negotiating, influencing and team working skills. You will be able to work on your own initiative and as part of a team, with a proven ability to provide management information and data on IT services and systems.

We are looking for a flexible and adaptable individual who can work collaboratively with colleagues across the University. If you have a passion for change management and a desire to make a real difference, we would love to hear from you.

Key Responsibilities
  • Lead, manage and deploy the Change Management Process to enable efficient and safe change across traditional and agile environments
  • Continuously review the Change Management Process to align with business and regulatory requirements, whilst minimising and managing the risk to University services
  • Ensure all Changes are recorded, evaluated, authorised, prioritised, planned, tested, implemented, documented and reviewed in a controlled manner
  • Ensure all Changes are assessed according to Risk and Impact
  • Engage with internal and external auditors/previous audits to ensure that Changes are being correctly recorded and managed
  • Lead the approval/authorisation of Changes in Change Advisory Board (CAB)
  • Maintain a Forward Schedule of Change, and identify and manage scheduling conflicts
  • Define and approve classification of Changes and appropriate pathways
  • Drive automation and ongoing refinement of the CAB process, ensuring that approvals, documentation, and communication are digital, streamlined and efficient
  • Collaborate with other Digital Service teams to integrate change management processes with existing tools
  • Monitor compliance to the Change Management Process
  • Review and endorse both implementation and communication plans for compliance
  • Liaise with stakeholders and technical staff
  • Negotiate Change windows with business units
  • Ensure relevant KPIs are defined and reported correctly
Other Responsibilities
  • Provide support and assistance to all Service Management functions
  • Other duties as may be required by the line manager, from time to time or as the nature of the role evolves commensurate with the job grade
  • Deputise for the Head of IT Service Management as may be required
Skills and Experience

Essential:

  • Formal ITILv4 certification(s)
  • Evidence of a sound practical experience of operational Service Management
  • Excellent interpersonal, initiative, written, communication, negotiating, influencing and team working skills
  • Demonstrable understanding of modern, agile service development and management practices
  • Change management experience in environments that include autonomous teams adopting modern software engineering practices (e.g. DevOps, Automated CI/CD, Infrastructure as Code)
  • Evidence of experience within project management, service readiness, service introduction or transition management
  • An excellent customer service approach
  • Evidence of an understanding of new technologies and their support issues
  • Proven ability to provide management information and data on IT services and systems
  • Knowledge and use of advanced prioritisation techniques
  • An ability to work on own initiative and as part of a team
  • An ability to influence and lead
  • An ability and desire to work collaboratively
  • An ability to work accurately under pressure to agreed timescales
  • Experience of working with conflicting priorities
  • Flexibility of approach and a desire to identify ways to make processes more efficient over time

Desirable:

  • Additional relevant ITILv4 certifications above Foundation
  • Proven ability to manage change in a complex business environment
  • Experience of introducing agile and automated change processes in more traditional environments and operating both together
  • A knowledge of Risk Management
Essential Requirements

As part of the application process, you will be expected to submit your CV and a Supporting Statement (maximum of 1000 words) that demonstrates how you meet the essential/desirable criteria listed above. Flexible working patterns will be considered.

It is anticipated that a hybrid working pattern can be adopted for this role, where the successful candidate can work from home and the office. However, as this role is contractually aligned to our Milton Keynes office, it is expected that some attendance in the office will be required when necessary and in response to business needs.