What is the purpose of the role?
The change management lead will be an experienced service professional with overall responsibility for assisting change management process activities. The role will also assist in managing changes through their lifecycle from submission to the completion and closure of the change request analysing post implementation Reviews (PIR) for changes, reviewing results from the work carried out and identifying areas of improvement for the future
What makes this role unique?
As part of our exciting plans, the IT operations team structure is growing to strengthen and increase our in-house capability and capacity. The areas of expertise we're looking for are focused on the end to end service management of our IT services. This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers. Thames Water are about to embark on a very exciting journey to improve our IT services. You will be part of a new team creating our own in house multi-million pound ITIL service management framework. You will be involved in continuously improving our service for our current and future long term vision.
What will this role involve?
Support the delivery of the change management process, policies, procedures and guidelines and assist in determining of the category of the change based on the business impact and the business risk and the level of final approval required.
Ensure that the change management process is consistently followed across the change management function and that full process compliance is achieved across the change analysts in the team.
Change management team -coordinate the change management analysts to support the change manager to cover all 24/7 change management operations and activities to ensure minimal disruption to business services
Co-ordinate change approvals liaising between approvers and initiators and assist in reviewing all implemented completed changes to ensure that they have met their objectives.
Constantly monitor designated change queue, take action where necessary and process requests to ensure response to change requests is within the agreed timescales.
Assist in the provision of regular, transparent and accurate reporting on all change management activities against agreed KPIs and performance criteria.
Support the creation of appropriate levels of change awareness across the TW business and ensure that relevant change business impacts are understood alongside details of the work being carried out and the change outage required.
Ensure that every change has an appropriate risk assessment to assist in the determination of the change category.
Support the collaboration with the operational risk and compliance manager to identify risks and issues that arise from the change management process
Assist in the development and making recommendations for CSI to improve overall process delivery.
What are we looking for?
We are looking for someone who has had a significant amount of experience in change management adhering to ITIL/ITSM standards and at least one year of team leader responsibilities, with the ability to deliver continuous improvement against agreed criteria and measurement of the successful outcome. All applicants must be used to working with a team spread over multiple locations as part of an outsourced arrangement and an understanding of configuration management and how this is closely linked with change management to be effective in the provision of IT services. You will need to have worked in a complex environment across the business holistically and be used to handling high volume change with project BAU. Essential skills we are looking for are a broad knowledge of basic IT technologies, IT operations management, customer service techniques, stakeholder process design management.
Thames Water information and salary details
This role is based at our offices in Reading. We are offering a salary of between £35,700 and £48,300, dependant on skills and experience. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 27/04/2018.