Service Desk – Change Manager
4 weeks ago
Role Outline
As a Change Manager for our Service Desk, your primary responsibility is to oversee and manage changes to support Live customers and ensure smooth transitions for system change, whilst minimizing disruption to service delivery.
You will work closely with various stakeholders, including Customer Services, Operational Delivery, Product, IT personnel, and management, to implement changes effectively and efficiently. Your role is crucial in maintaining the stability, reliability, and functionality of the service desk operations.
Main Responsibilities
Develop, implement, and maintain change management processes and procedures on behalf of Customer Services and Support. Working with the business, coordinate with relevant stakeholders to assess change requests, prioritize changes, and obtain necessary approvals. Lead the evaluation of proposed changes for potential impact on customer environments, including risks and dependencies ensuring alignment with business objectives, customer service level agreements (SLAs), and compliance requirements. Identify, assess, and record potential risks associated with proposed changes, such as service disruptions, performance degradation, or security vulnerabilities. Ensure internal and external stakeholders receive clear and timely communication regarding upcoming changes, including their purpose, scope, and expected outcomes. Facilitate training sessions or workshops to educate service desk personnel on new processes or technologies resulting from changes. Maintain accurate and up-to-date documentation of change management activities, including change requests, approvals, implementation plans, and post-implementation reviews. Monitor changes throughout their lifecycle, proactively identifying and addressing any emerging issues or deviations from planned outcomes. Report on KPIs and any change management performance metrics, such as change success rate, adherence to timelines, and resolution of issues or incidents arising from changes. Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and reliability of change management processes within the service desk environment. Remain abreast of emerging trends, technologies, and industry standards related to change management and service desk operations. Support Incident Management – when required, overseeing customer issues until the problem has been mitigated or resolved. If required, support helpdesk ticket execution during busy periods providing proactive responses to customer requests.
Skills and Experience- Essential
Bachelor’s degree in computer science or a related field. Minimum 18 months experience in a similar role. Understanding of service management processes; particularly change management principles and practices. Demonstrable problem-solving capability; able to analyze the impact of proposed changes on systems, services, and Users. Strong interpersonal skills with demonstrable experience of liaising with external stakeholders, primarily external clients, and collaborating across functional teams to manage expectations/resolve conflicts. Clear communication skills to ensure smooth change implementation and secure sound User product knowledge. Meticulous and consistent attention to detail Results focused – prioritizes and sustains focus on work that will have the greatest impact whether working independently or supporting team/stakeholders.
Skills and Experience-Desirable
Recognised industry qualification - e.g. ITIL Intermediate level or above and/or experience of service/change management in line with ITIL best practices. Experience supporting SaaS platforms, specifically Salesforce. Experience of the healthcare or pharmaceutical industry. Understanding of Agile methodology. Knowledge of data management, access, and reporting.-
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