ITSM Change Manager - Newcastle upon Tyne, NE158NY Salary: £47,810 to £54,710 a year Contract: Permanent Working Pattern: Full-time, Flexible working Reference Number: G Job summary
This is an exciting opportunity to play a key role in supporting IT services for the NHS Business Services Authority (NHSBSA) and our customers. We are expanding our IT Service Management team and are looking for motivated individuals to join us. We are recruiting an experienced ITIL Change Manager to take ownership of the lifecycle of IT changes within our organisation. Do you have experience in Change Management with strong knowledge of ITIL practices.
Based in either Newcastle or Blackpool, you'll ensure all changes follow standard methods and procedures, enabling efficient and timely implementation while minimising disruption to NHSBSA services. You will work collaboratively to engage and influence internal and external stakeholders to support successful change delivery. Focused on data-driven continuous improvement, you will identify trends, refine processes and reduce change-related incidents.
The role also includes participation in the daytime and out-of-hours Major Incident Management (MIM) rota.
What do we offer?
27 days leave (increasing with length of service) plus 8 bank holidays
Flexible working (we are happy to discuss options such as compressed hours)
Flexi time Hybrid working model (we are currently working largely remotely)
Career development Active wellbeing and inclusion networks Excellent pension
NHS Car lease scheme Access to a wide range of benefits and high street discounts!
Main duties of the job
As an IT Service Manager working in the DDaT IT Service Management Team, you will demonstrate a range of IT Service Management skills.
The role requires a dedicated focus on Change Management; as such it requires in depth knowledge of the following ITIL v4 practices: Change Management, Incident Management, Problem Management, Release Management, Service Request Management, Configuration Management, Capacity and Performance Management and Continual Improvement.
Demonstrating excellent communication skills, you will be expected to participate in both internal and external activities in line with your specialism to keep your skills up to date. With a clear ability to rationalise complex technical information, you will transform this information, making it understandable for others to digest and work with.
Engaging with stakeholders, you will facilitate and foster collaborative approaches, prioritise requirements and optimise resource utilisation, demonstrating a creative and innovative approach and advising on standards, methods, tools and applications, so that the optimum approaches, standards and solutions are delivered to meet organisational objectives.
You will be required to act as Major Incident Manager (MIM) on the daytime MIM rota.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.
As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
Full details can be found in the attached job description.
Specialist skills
1. Oversee the continuous development, transition and day to day operation of associated ITIL IT service management practices and governance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.
2. Ensure that relevant IT Service Management policies, processes and procedures are in place for the Change Management function.
3. Oversee the implementation of Change Management policies, processes and procedures and standards, pro-actively identifying and proposing improvements or enhancements to meet changing needs.
4. Lead the adherence to IT Service Management policies, processes and procedures, ensuring they are in place for the Change Management function and are followed with non-conformance reported and reviewed;
5. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.
6. Working under general direction; planning your own work to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.
7. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.
8. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.
9. Demonstrate a positive attitude to risk management and consider risk in all decision making and prioritisation activities.
10. Ensure all stakeholders are involved in the Change Management process at the right time.
11. Ensure changes are reviewed, prioritised, risk and impact assessed, in line with best practice.
12. Facilitate change authorities, post implementation review meetings and manage the lifecycle of change, ensuring they are processed within agreed SLAs.
13. Manage the Change Team, providing guidance, support, and professional development opportunities.
14. Proactively utilise Continual Improvement (CI) activities in relation to Change Management and support CI activities across ITSM Practices.
15. Develop and deliver reports on change management metrics and performance, providing insights and recommendations to management.
16. Working with Delivery Managers, Service Managers, Incident and Problem Managers, Support Teams, and other stakeholders, to support decision making in line with best practice.
Staff
17. Line management of staff within multi-disciplinary teams operating within the NHSBSA disciplinary, absence and work performance policies.
18. Enabling the performance of others, including objectives setting fully aligned to departmental and organisational objectives and goals, and the development and motivation of staff to achieve them.
19. Conducting meaningful appraisals and 1-1s, develop and monitor training and personal development plans, setting performance targets and monitoring progress against agreed quality and performance criteria.
20. Advises individuals on career paths and encourages pro-active development of skills and capabilities.
21. Undertake recruitment and selection in line with organisational processes and participate in the implementation and delivery of initiatives to secure suitable resources, increase skills levels and develop talent pools to meet the changing needs of the business landscape.
22. Provide and encourage 360 feedback to support and promote the personal development of teams and individuals.
23. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions and, processes and work as required, and in conjunction with agreed procedures.
24. Pro-active management and review of staff workload, management information and resource requests to inform forward planning and resource management, whilst completing own assigned tasks, to a high quality and within agreed timelines.
Financial Management
25. Responsibility for contributing to budget management processes in accordance with NHSBSAs policies, standing orders, financial regulations and legislative requirements.
26. Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within DDaT.
27. Monitoring budget spend and resource estimates against projects and change initiatives.
Relationship Management
28. Effectively engage and collaborate across multiple disciplines to ensure consistent approaches, methods, standards, and patterns are holistically applied.
29. Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, and cross government organisations to identify, influence and deliver value to the organisation;
30.Implement stakeholder engagement/communications plans, such as handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information. Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Escalates issues or problems where appropriate.
Information Management
31. Implement, monitor and report on a number of areas including agreed service levels, KPI's and standards within team, reviewing individual and team performances including outputs from appraisals, development needs, and trends are identified, and anomalies understood and reports generated and delivered to agreed frequency, methods and processes.
Delivery Management
32. Delivering continuous improvements to enhance own and business areas; co-ordinating and delivery of work across multiple strands such as continuous improvement, project related work, and operational tasks, escalating issues at appropriate times.
33. Preparing and executing plans to enable the delivery and management of projects and programmes undertaken by the team. Providing operational direction in the preparation of plans to deliver systems and service across the organisation.
34. Manage, develop and implement approaches, strategies, standards, practices and policies across the team, ensuring and monitoring the timely delivery of business objectives within budget through the management of projects and programmes.
35. Challenge and provide feedback to create functional and non-functional requirements to ensure the overall needs of the business are met from a DDaT perspective as well as adherence to business objectives and alignment with DDaT Strategy
36. Participating in procurement processes for hardware and software by reviewing functional requirements and providing non-functional requirements to ensure the overall needs of the business are met from a DDaT perspective.
Person Specification
Qualifications
Essential
Degree calibre with relevant in-depth knowledge of the subject matter. ITIL v4 Foundation (or prepared to work towards).
Desirable
Post Graduate qualification or equivalent. Relevant Professional Qualifications (i.e. BCS etc) Foundation in SIAM. ITIL Practice Manager. Certification in Agile Service Management.
Personal Qualities, Knowledge and Skills
Essential
Knowledge of implementing or working under the ITIL v4 framework as part of the design, transition and operation stages of the service lifecycle. Significant knowledge gained from working in a similar level role in an NHS or associated public sector environment A general and broad knowledge of current issues and advances across all IT disciplines Experience with implementing, developing and supporting the improvement of IT Service Management toolsets. Experience of IT service management delivery within a recognised ITSM operating model
Desirable
Experience of using project implementation methodologies Knowledge of the ITIL v4 framework A detailed knowledge of IT Service Management principles aims and their application.
Experience
Essential
Leading and managing staff to deliver organisational goals and objectives. Change Management, Incident and Major Incident Management, Problem Management, Release Management, Service Request Management, Configuration Management, Capacity and Performance Management and Continual Improvement ITIL practices. Managing contracted suppliers against a KPI and service management/improvement framework. Managing Service Reviews and approval of supplier delivered reports. Delivery of internal Service Management Reports. Multi-tasking, working across multiple projects, analysing opportunities, defining successful approaches, and proactively solve problems. Experience of On-going Continuous Professional Development. Engaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively, to support delivery of business outcomes.
Desirable
Exposure to ISO27000. ITIL based service management. Experience of all DDaT management disciplines. Experience of working with customers and specialist teams to interpret requirements and provision resources to facilitate customer outcomes. Working with DDaT experts to understand technical concepts and apply them to enable value for customers. ITIL v4 based service management including Service Desk, Availability Management, Service Level Management, Supplier Performance & Management, Service Continuity Management, Finance Management, Customer Satisfaction, Governance of IT Services. **** When applying for this role, please read the Supporting Documents on the apply page. ***
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