Change Manager - IT Service Management

This position has a significant strategic remit: building and maturing fit-for-purpose service introduction and change framework, driving continuous improvement, and supporting major transformation initiatives by ensuring that operational readiness is embedded from the outset.

This position follows a hybrid work model, requiring candidates to work from our client's Dublin office at least once per week.

Required skills & qualifications:

One of the Change Managers primary roles is to lead the Change Advisory Board for our customer, ensuring adequate risk assessment and scheduling of technical changes and releases. They need a diverse set of skills and competencies to handle various situations, including:

• 5+ years hands-on experience in Change Management within frameworks such as ITIL, COBIT, and DevOps-style incident and problem management processes
• Experience with Change Enablement tools, including Jira Service Management
• Experience with knowledge supporting tools, including SharePoint, JIRA and Confluence or similar, with the ability to learn new skills quickly
• Data analysis and reporting skills, with experience in tools such as Power BI an advantage
• Broad experience of modern IT infrastructure and applications
• A strong and proven understanding of best practices, tools, and techniques across the lifecycle of Change Management, with the ability to identify issues and improve these processes
• Knowledge of configuration management processes would be beneficial
• Strong experience in stakeholder management, with an ability to communicate across levels of an organisation

Key responsibilities & duties include:

• Govern the change management process for the organisation, ensuring adherence to change policy and procedures
• Ensure that changes to assets are recorded and controlled appropriately
• Ability to implement controls and protocols to ensure compliance with security, regulatory, and data privacy requirements 
• Liaise with the delivery and programme teams to ensure the correct process and governance is followed, as per the agreed-upon plan, ensuring new or changing services have fully developed end-to-end Service Management Models based on agreed and defined Service Acceptance Criteria / Service Management requirements
• Works closely with the Service Introduction function to ensure that all necessary steps in the process are authorised and implemented as per the approved plan, prior to changes proceeding
• Advocate for organisational commitment to asset control and adherence to process, working closely with various stakeholders to embed the process
• Provide training and support to end users and stakeholders on how to effectively utilise the Change Management process and related ServiceNow functionalities and features 
• Co-ordinate, schedule and prioritise Change Requests, ensuring adherence to key SLAs and KPIs
• Design, build and run regular reporting for both the Service Management leadership team and senior management, focusing on performance, including agreeing SLA’s, key metrics and other performance indicators relating to Change Management
• Implement a strategy to replace or reduce CAB approvals, putting the responsibility for identifying issues in the code on those who understand it best, with detailed documentation to comply with regulations
• Influence key stakeholders to ensure continual improvement plans are in place to address issues as they are identified
• Champion change management, actively identifying opportunities for improvements that contribute to optimising the current processes
• Own continual service improvement for Change Management and actively contribute to CSI across the Service Management team