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Global Lead Change and Release Manager

Negotiable
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ELISHA JOHNSON

Global Lead Change & Release Management

Glasgow

Permanent

Team Purpose:

The Change Management function is responsible for implementing and maintaining standardised processes to ensure the efficient handling of all changes to the production environment. They work closely with other ITIL back office functions as well as infrastructure services, clients and 3rd parties.

Role Purpose:

The role of the Global Lead Change & Release Management is to oversee daily operations for approximately 15 staff in all process areas, ensuring coverage and performance to all contractual deliverables and KPIs, as well as to drive continual service improvement initiatives. This is a hands-on role where the successful candidate is also expected to participate in the delivery of one or several services.

Responsibilities/Accountability:

  • Lead day to day operations, ensuring delivery to all KPIs and contractual obligations.
  • Establish best in class processes & practices and champion their deployment and use across the global organisation.
  • Ensure all request for changes (RFCs) are assessed, approved, implemented and reviewed in a controlled manner by all team members.
  • Generate reports on a scheduled basis and other management decision support as required.
  • First point of contact for service delivery managers and escalation point for any concerns or complaints from clients or senior management.
  • Ensuring time reporting on SAP is completed by all staff in a timely manner.
  • Carry out interviews, make recruitment decisions and complete all paperwork for joiners and leavers processes.

Skills/Experience

  • Ability to adhere to governance standards and processes; good awareness of ISO and BSI.
  • Strong interpersonal and relationship building skills as well as proven experience of leading a global team.
  • IT knowledge (broad rather than deep) of IT systems and technology.
  • Strong understanding of Excel (including pivot tables), PowerPoint and Word; broad understanding of Service Now.
  • Adept at using other Microsoft Office 365 applications.
  • Proven support experience in a large global IT service support environment and working directly with external partners at a senior level.
  • A strong understanding of Service Level Agreements and their application.
  • Experience and a strong understanding of several ITIL process areas.
  • Willingness to travel and a flexible approach to working hours

Qualification/Certification requirements

  • ITIL certification Foundation minimum; Practitioner or Expert preferred
  • IT or business degree preferred

If you think you have the required knowledge and skillset for this role, please get in touch with Elisha at ejohnson@mcgregor-boyall.com.

McGregor Boyall is acting as an Employment Agency in relation to this vacancy.

 

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