Change and Problem Manager

Job Description

SSCL IT is looking to recruit a Change and Problem Manager to join the growing SSCL IT team!The role will focus specifically on changes and problems that impact our internal IT infrastructure (that supports over 2000 SSCL colleagues) and the associated IT service SSCL IT provide. The Change and Problem Manager is responsible for ensuring all changeactivities are recorded, effectively governed pre and post implementation and managed within the ITIL Service Delivery model.The successful candidate will also lead the problem management function, working with various IT Stakeholders (incl. suppliers) and technical teams to track, manage expectations and deliver a speedy resolutionWhat you will be doing:Change Management:

• Promote the correct use of the Change Management process, ensuring the Change Management Key Performance Indicators are met
• Ensure Change Management is seen as the central and accepted point of contact for Changes
• Ensure standardised methods and techniques are used for the preparation, building, testing and implementation of changes to meet Service Levels and prevent change related incidents
• Understand the Change module within Cherwell and be able to demonstrate it to clients
• Ensure all Requests for Change are effectively logged, assessed and prioritised within the Service Management Tool
• Produce all supporting collateral for CAB meetings
• Update the Change records within the Cherwell toolset, including any actions to correct problems and/or to take opportunities to improve service quality for our internal customers
• Analyse Change records to determine any trends or apparent problems that occur and involve relevant parties where necessary
• Monitor and audit the process, using qualitative and quantitative Key Performance Indicators
• Chair the Change Advisory Board (CAB) meeting and Emergency Change Advisory Board when required
• Coordinate Emergency changes in adherence to the Governance Structure

Problem Management:

• To act as the primary focal point for customers to manage and communicate activities relating to problems
• Monitor and progress all problems through to completion including observing the use of severity codes, ensuring that calls are appropriately escalated in accordance with the contracts service level agreements
• Liaise between support teams, customers and third-party suppliers to ensure effective communication
• Providing customers with accurate and timely feedback on the status of problems and requests, demonstrating customer service excellence at all times
• Identify any areas of difficulty or areas for improvement providing a quality service to the customer
• Manage the production of internal communication to ensure regular management reports (produce ad-hoc and monthly Problem Management reporting)
• Chair the monthly Problem meetings with SSCL IT Service Management and meeting and Emergency Change Advisory Board when required

What youll bring:

• Experience of working in operational support functions within an enterprise environment
• Experience of working on in or alongside a helpdesk in an IT environment or experience of working with change processes (preferably) and associated reporting
• ITIL knowledge and experience
• Sound knowledge and experience of associated service management tools, techniques and methods within their area
• Customer service skills and experience of dealing with and resolving complex issues
• Experience of working within an agreed SLA framework and the monitoring of associated KPIs

It would be great if you had:

• Demonstrable experience of working in an IT Service role on medium to large service management environments
• Experience and knowledge of MS office packages (at advanced level), Lotus Notes and SMS or equivalent
• Knowledge of Service Desk Systems such as Cherwell, HP Service Desk, HP Openview and associated tools
• Recognised ITIL Foundation or ITIL Practitioner qualification
• IT Diploma or Degree or equivalent or demonstratable equivalent knowledge or experience

If you are interested in this role but not sure if your skills and experience are exactly what were looking for, please do apply, wed love to hear from you!Employment Type: Full Time Permanent Location: RemoteSecurity Clearance Level: SC & NPPV2Internal Recruiter: GemSalary: £30,000 to £40,000 per annumBenefits: 25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fundAlthough this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improve performance and productivity. We support different ways of working and can offer a range offlexible working arrangements. So, if youre interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.Loved reading about this job and want to know more about our companyThe company was established as a joint venture between the Cabinet Office and Sopra Steria Ltd, in 2013 as part of the Governments Shared Services Strategy for Smarter Government programme and operates from four regional centres of excellence: Blackpool;Newcastle; Newport; and York.As a trading name of Shared Services Connected Ltd, SSCL has established an enviable track record in the design and delivery of large-scale innovative HR, Payroll, IT, and Finance & Accounting solutions to significantly improve efficiencies and enhance servicelevels across government and public sector.Our clients include a number of government agencies including the Department for Work and Pensions, Environment Agency Department for Education, Ministry of Justice and Home Office as well as the Metropolitan Police Service and the Construction IndustryTraining Board.

Keyskills :
Change ManagementService DeliveryService ManagementShared ServicesProblem Management