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Service Management Change Success Manager

4 months ago

London, United Kingdom NEC Software Solutions Full time

Company Description

Come join us and make a difference in the world

Discover more at www.necsws.com

NO AGENCIES PLEASE

Job Description

We are on the lookout for a Service Management Change Success Manager to join our Service Management Team. The role is home/office based with travel to appropriate UK offices to support collaboration with our team in the UK and India. The ideal candidate will bring a technical understanding of application provision, from large-scale Cloud based/hosted infrastructures. This role is pivotal, to facilitate the needs of our business in a technical capacity.

The Change Management Team at NECSWS ensures that standard methods and procedures are used for efficient and prompt handling of changes, minimising the number and impact of any related incidents upon the service, including authorisation, approval, implementation, and review of changes in a controlled manner. This team is incredibly important, to ensure the best possible service to our customers.

Main Responsibilities:

  • Act as a senior bridge between the change process and change administrative team, the technical teams involved in changes and the business/ customer to ensure that the overarching programme of change is understood
  • Liaise with technical resources to review the impact of large technical changes that involve multi discipline resources to ensure that a detailed implementation plan and back out plan are well considered and documented
  • Ensure that the risk of change is well defined in the change impact assessments with language that is digestible for the customer and business representatives.
  • Co-ordinate across NEC business units, building relationships with key stakeholders to enable a smooth change workflow.
  • Work closely with the Project Management and Technical Design teams to understand the whole programme of technical change, not just individual change requests, but with a large scale view of upcoming, interdependent and high-risk changes.
  • Own and project manage large-scale changes with detailed planning, communication, and well documented and considered risk assessments.
  • Assess the organisations current change readiness, identify stakeholders, and manage resistance.
  • Manage major technical change initiatives through approval stages, attending Technical Change Advisory Board (TCAB) meetings and as needed, including representation on our Customer's Change Advisory Board
  • Oversee post-change activities, including reporting, failure investigation, and lessons learned.
  • Monitor and measure change success, ensuring high service quality.
  • Support engineers and management in change-related activities, addressing issues and risks throughout the lifecycle escalating any issues to the Service Delivery Manager
  • Identify process or performance issues, engage in Continual Service Improvement, attend service reviews, and handle additional tasks as requested by the management team.

Qualifications

Essential 

  • Proven leadership in Change Management with decision-making and ownership abilities.
  • Expertise in large-scale Business and Technology Implementations, especially with major service providers.
  • Proficiency in reviewing and challenging Impact and Technical Assessments.
  • Strong knowledge of Cloud-Based and Hosted Platform Infrastructure.
  • Familiarity with Security Principles like Cyber Essentials.
  • Outstanding interpersonal, communication, and written skills for internal and customer-facing interactions.
  • ITIL v3 or 4 Foundation Certification.
  • Eligibility for UK Security Clearance and NPPV.

Desirable:

  • Knowledge/Experience with Ivanti Service Management tool.
  • Recognized IT Change Management certification.

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
  • 25 days paid holiday with the option to buy/sell 
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A selection of flexible benefits to suit your individual needs
  • All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 

OTHER INFORMATION

  • Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
  • All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.