Scope and Objectives
- Manage customer expectations, ensuring the customer and key stakeholders are aware of any risks and/or changes that might affect the overall delivery of their Services.
- Plan and organise all activities to coordinate releases and interdependencies.
- Identify and understand risks to the delivery of services and act to minimise or mitigate any risk to service delivery to customers.
- Maintain strong relationships and perform an advisory role with multiple internal stakeholders to ensure ongoing process adherence, which can be measured and fed back to relevant teams.
- Proactive in the identification and understanding of risks to the delivery of services with the skills and knowledge of techniques to minimize or mitigate any risk to the service delivery. Correct application of discretion when advising the team on complex cases.
- Resource and capacity planning and forecasting including prioritising work, recruitment, performance management, training, coaching and mentoring.
- Manage and motivate a small team and/or wider internal / external stakeholders. Provide advice and guidance to the team. Where required, ensure all managed team members receive regular 1:1 sessions, performance and development initiatives are in place and HR policies adhered too. (Team Lead responsibility – Customer Lead will fulfil in their absence)
- Provide regular management information, decide on the best options and make those recommendations to senior managers and provide service improvement plans where falling below agreed targets.
- Continually assess all elements of the practice and implement improvements.
- May be required to go on call for up to 7 days per calendar month to support the ‘out of hours’ delivery of services within scope of this role.
Accountabilities:
- Supports the audits and overall process design, ensuring the process delivers business value and is aligned to accredited standards (ISO9001/ ISO 20000, ISO27001). Responsible for the ongoing maturity of processes in support of the operational delivery through use of regular maturity assessments and improvement plans.
- Ensuring compliance with all related T&O and/or wider FCDO Services Policies and highlighting where gaps exist via the risk register to ensure senior visibility, effectively contribute to Continual Process Improvement process.
- Process advocacy and ensuring proper training is conducted for new starters to ensure ongoing adherence to process.
- Manage the performance of the change enablement team.
Skills and Experience
- Level 3 qualifications (A level/AS level/T Level) or Level 4 (HNC) Preferably in a Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience
- ITIL Foundation level Certification.
- IT technical understanding
- Knowledge of Service Management Tooling
- DDat Change and Release Manager Skills https://ddat-capability-framework.service.gov.uk/role/change-and-release-manager
- Demonstrable record of delivering results and meeting targets.
- Good analytical skills and the ability to develop solutions with focus on customer needs.
- Effective verbal and written communication skills at all levels.
- Ability to build and maintain customer relationships and exceed expectations.
- Understanding of corporate drivers such as the strategy, values and core behaviours.
- Strong analytical skills. Ability to create, interpret and present data effectively.
- Knowledge of operating IT systems within Government environments.
- ITIL Managing Professional / Intermediate certified in service transition and/or release control validation.
- Working knowledge of ISO9001, ISO20000 & ISO270001.
- Agile Methodologies Foundation, BCS Agile Foundation Certificate or equivalent accreditation or relevant job experience
- ITIL Managing Professional Specialist – Create, Deliver & Support Certification
- ITIL Practice Manager Certification - Plan, Implement & Control
- Knowledge of ServiceNow
