IT Change & Configuration Manager

Salary - £50,000 - £60,000 + Excellent benefits

Location - Solihull/Hybrid

• This is a combined operational based position operating within the IT Service Management team.
• Many of the responsibilities are general, however working knowledge of the ITIL Change and Configuration Management processes are crucial to the success of the role.
• To support the IT Change & Configuration Management function to help reduce risk, improve implementations, record CI's, and effect system changes smoothly.

• Maintain clear and effective communication and serve as an escalation point of contact with the primary focus on driving change workflow.
• Ongoing co-ordination with project and operational based teams for Change deployment.
• Maintain IT Change & Configuration management documentation on a regular basis and be accountable for the quality and completeness. for example, Post Implementation Reviews, presentations, procedural docs and change and/or release schedules.
• Communicate (and/or train as necessary) on process and documentation content.
• Conduct analysis on whether IT Change and Configuration standards are being followed.
• Undertake monthly service reporting to IT line management on activities and results
• Proactively work and coordinate with relevant stakeholders (within IT, the business, projects, strategic vendors, outsource partners, among others) to deliver effective service.
• Run regular meetings such as Change Advisory Board and Post Implementation Reviews to ensure good stakeholder communication.
• Establish Configuration Model, Design and CI Types/data elements for CMS/CMDB.
• Perform configuration audits to check that the physical IT inventory is consistent with the central CMS/CMD.
• Help define Asset Management with data models and CI-Asset relationships.
• Understanding our agreed Service Levels, ensuring our SLAs and KPIs are met consistently, and providing the best support possible to our business users.
• Interface with Incident, Problem and Request Management activities when required.
• Comply with Information Security processes, privacy, and other applicable regulations.
• May require after-hours availability for managing critical changes or emergency changes.

• At least 5 years' experience in a similar role.
• Familiarity with helpdesk ticketing systems (ITSM tools).
• ITIL Foundation qualified.
• Good all-round knowledge of IT Applications/Infrastructure.
• Experience of CMDB Datamodelling and reporting.
• Strong customer service orientation, good communication, teamwork, and interpersonal skills.
• Attention to detail and the ability to manage multiple priorities and stakeholders in a fast-paced environment.
• Willingness to participate in continuous learning and training initiatives.
• Proven track record of managing ITIL processes in medium to large organizations.