Based in Westhill, Aberdeenshire, but with a hybrid pattern available between remote and office based work this role holds ultimate responsibility for the continuous improvement, strategic management, high-quality global execution and definition of the IT change and problem management processes. The role holder will play a pivotal role in embedding these two processes into the service management and will have experience of managing a team within a large IT function.

Overview

The Global Problem & Change Manager is overall owner and ultimate responsible for the definition, continuous improvement, strategic management, and high-quality global execution of the IT change management and problem management processes. He or she plays a pivotal role in embedding these two processes into the service management and in line with ITIL frameworks.

The primary objective within change management is risk management, and control, to prevent unauthorised changes to IT systems and services which could result in unplanned business outages, deviation from standards or difficulty supporting day-to-day operations. The primary objective of problem management is to avoid risk and unexpected downtime, identifying and addressing the root cause of incidents that have resulted in a major disruption to critical services provided by IDS, eliminating the probability of recurrence

Duties and Responsibilities

• Focusing on the strategic management and overall responsibility of the global change management and the global problem management processes.
• Owning the change management process, templates and artifacts.
• Owning the problem management process, templates and artifacts.
• Having authority to reject change requests, regardless of the seniority of the requestor.
• Approving changes evaluated as significant.
• Approving the conversion of normal changes to standard changes.
• Assembling the Change Advisory Board (GCAB) and Emergency CABs (eCABs); as required.
• Assembling the Problem Advisory Board (GPAB).
• Chairing the Change Advisory Board (GCAB).
• Planning the agenda.
• Ensuring CAB meetings adhere to their agenda.
• Exercising authority to make final approval decision when CAB is deadlocked.
• Chairing the Problem (GPAB).
• Planning the agenda.
• Ensuring PAB meetings adhere to their agenda.
• Accountable to drive the corrective actions of the problem.
• Approving the addition / removal of individuals as “Expert Advisors”.
• Developing and implementing the IT change management framework; by identifying and executing continuous improvements to the change management policies and processes.
• Developing and implementing the IT problem management framework; by identifying and executing continuous improvements to the problem management policies and processes.
• Developing process flow diagrams and standard operating procedures for change management and problem management.
• Fostering a common understanding of the IT change management framework’s scope, applicability, and key sub-processes including configuration and requirements management.
• Providing coaching and advisory services in planning, developing and executing an IT change management framework.
• Establishing and reporting on metrics and key performance indicators (KPIs) related to the it change management process.
• Establishing and reporting on metrics and key performance indicators (KPIs) related to the problem management process.
• Planning and driving the improvement initiatives.
• Defining and managing performance appraisals of his / her direct reports.

Skills, Experience and Qualifications

• Bachelor’s Degree in Technology, Computer Science, MIS or related field (required)
• Master’s Degree in Computer Science, MIS or related field (desirable).
• ITIL Foundation certification or equivalent experience (required).
• Expert level knowledge of IT Service Management principle, best practices and frameworks like ITIL and COBIT, especially on Problem & Change Management practices.
• Solid understanding of Problem management principles.
• Solid understanding of software development lifecycle (SDLC) principles.
• Solid understanding of database technology and database administration principles.
• Solid understanding of how various technologies fit together to deliver enterprise IT services.
• Strong understanding of IT infrastructure and networking concepts.
• Solid understanding of development processes, tools, and methodologies.
• Hands-on knowledge of information security concepts and best practices a big plus.
• In-depth analysis, reporting and documentation skills.
• Experience of managing IT teams / organisations, working in large-scale IT organizations,
• Change Management experience.
• Experience of managing multinational, multi-cultural teams is desirable
• Critical thinking and problem-solving abilities.
• Ability to work independently and as a team player.
• Strong organisational skills and attention to detail; ability to manage multiple projects with competing demands for resources.
• Strong work ethic with the ability to complete tasks and deliverables under tight deadlines while maintaining flexibility.
• Must be able to work on an on-call basis understanding that, he / she may be called in to assist with major outages.
• Excellent verbal and written communication skills.
• Ability to successfully navigate and operate in a multinational, multicultural environment.
• Ability to document and communicate complex concepts in a user-friendly and audience-appropriate fashion, to all levels of the organisation from line level, to management and executive teams.
• Excellent skills leading and facilitating meetings via video / audio conferencing or other means of electronic communication.
• Proven interpersonal and verbal communication skills are required including excellent customer relationship skills.

TMM Recruitment