IT Service Management Change Coordinator

3 weeks ago

Ashford, Kent, United Kingdom Brakes Full time

Position Overview:
Brakes is seeking an IT Service Management Change Coordinator to become a vital part of our IT Service Management division on a full-time, permanent basis.

This role 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.

Key Responsibilities:
As the IT Service Management Change Coordinator, you will oversee a team of two Change Analysts and manage a significant volume of changes each month.

Your primary focus will be on administering changes within the Service Now platform and leveraging data analytics to evaluate the effectiveness and impact of technological changes.

You will be accountable for ensuring the successful execution of change activities, which include:

  • Assessment and analysis of change requests
  • Documentation and implementation of changes through your team
  • Identifying risks and establishing impact mitigation strategies prior to change approval

Essential Duties:
Ensure compliance of all change records with the Change Management Process, providing all necessary information for assessment and approval by relevant parties.

Collaborate with other support teams (incident, problem, release, and configuration management) to resolve operational support challenges and advance solutions.

Review all completed changes (emergency, successful, or failed) from the previous Change Advisory Board (CAB) schedule and assess the need for a Change Post Implementation Review (CPIR).

Verify that every change request has received full approval before 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.

Engage with global change teams and managers from various regions to foster a unified approach and establish a Single Global Change Team.

Continuously strive to enhance the change management process, introducing efficiencies while adhering to the ITIL framework, and focusing on enabling change rather than merely managing it.

Candidate Profile:
The ideal candidate will possess ITIL V4 certification and have substantial experience as an ITIL-aligned Change Manager, along with significant familiarity with Service Now to facilitate daily operations effectively.

You should be adept at communicating with stakeholders at all levels, maintaining a high degree of accuracy in your work. Taking ownership of your performance and identifying areas for personal growth and development is essential.

Your role will involve facilitating and managing Technology change activities, including Normal, Standard, and Emergency Changes.

Consideration of technology, analytics, governance, and process change impacts across the organization will be critical in mitigating risks and addressing resistance.

This position will require collaboration with various roles and stakeholder groups affected by these changes.

What We Offer:
A competitive salary, a company car or car allowance of £5,500 per annum, a pension scheme, and a generous holiday allowance of 25 days, with the option to purchase additional holidays plus bank holidays. Enjoy substantial discounts on a variety of food and award-winning products through our staff shop, as well as discounts on cinema tickets, shopping, and cashback on purchases through Sodexo.

Recognition awards and incentives are also part of our offering, along with real career opportunities within Sysco, the world's leading foodservice organization, which opens up a world of possibilities.

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