IT Change and Release Manager
UK Export Finance
Apply before 11:55 pm on Sunday 10th November 2024
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About the job
Job summary
The Digital, Data and Technology function is responsible for the provision of IT and related services to all UKEF users. The Division has three principal areas of responsibility:
- The provision of IT infrastructure, equipment and support services for the Department;
- The definition, development and testing of bespoke software for the Department; and
- Definition of the Enterprise Architecture for the Department and the logical design and business analysis of UKEF IT systems.
This post sits within the IT Operations function (number 1 above) within UKEF. The IT Operations functions vision is to provide a first class employee experience with technology. We deliver, provide, manage and support critical IT services to the UKEF business. We own and define the employee experience across all technology our customers use, to enable greater productivity throughout the business.
We are here to enable and ensure that our employees have a first class, seamless and productive experience with their technology.
Job description
The IT Change & Release Manager is responsible for establishing and operating a governance framework for Change & Release Management, including integrating and coordinating the work of all suppliers involved in collaboration with internal colleagues, and for planning and controlling the movement of releases to test and live environments to ensure that the integrity of the environments are protected and the correct components are released.
The IT Change & Release Manager is responsible for providing full lifecycle engagement and support to internal colleagues and suppliers to ensure that all change and release activity is impact assessed, scheduled, monitored and released efficiently and effectively on the basis of ‘no surprises’ – ensuring that all colleagues involved in delivering change are engaged and supported throughout, and balancing delivery at pace with appropriate assurance. It is a key requirement that this work is undertaken consensually and that any requirements of the Change & Release Management process are identified and clearly communicated.
The Change & Release Manager leads the IT Operations BAU Change & Release Board with key suppliers and internal colleagues, ensuring adequate risk assessment and scheduling of technical changes and releases. This role also owns the configuration management database and the access, security and configuration of change activities and release procedures.
Additionally, the IT Change & Release Manager assures the quality of all supplier work undertaken as part of the IT Change & Release Management process.
It is essential that the Change & Release Manager is positive, proactive and collaborative with a commitment to providing excellent customer service.
Main Activities:
- Own the end-to-end Change Management process within UKEF
- Create Release Management processes and procedures within UKEF
- Product own our IT Service Management System – Halo
- Help the Head of IT Operations define core IT Service Management processes and practices including but not limited too Incident, Problem and Major Incident Management
- Define change management process, policies and procedures within UKEF and then ownership and improvement of IT Change Management policies, procedures and governance
- Run the Change Advisory Board
- Assess the change impact
- Conduct impact analyses, assess change readiness and identify key stakeholders
- Develop and implement process solutions to improve operational efficiency and customer outcomes
The key responsibilities and deliverables for this post are working with your UKEF colleagues and customers to ensure that change is allocated, prioritised and successfully completed in line with our policies and processes within defined KPIs.:
You will lead the assessment, analysis, planning and design of release packages, including assessment of risk. Liaising with business and technology teams on release scheduling and communication of progress and conducting post-release reviews you will ensure that release processes and procedures are applied and that releases can be rolled back as needed. You will identify, evaluate, recommend and manage the adoption of appropriate release and deployment techniques, processes and automation tools.
Asset Management. Sets the strategy for asset management across the organisation on consultation with stakeholders. Communicates the policy, governance, scope, and roles involved in asset management. Promotes awareness of and commitment to the role of asset management in the continuing economic and effective provision of services. Provides information and advice on complex asset management issues. Initiates impact assessment arising from decisions to obtain, change or continue the possession or use of an asset, system or service.
Availability Management. Analyses service and component availability, reliability, maintainability and serviceability. Contributes to the availability management process and its operation. Performs defined availability management tasks. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures.
Business Process Improvement. Manages the execution of business process improvements. Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation. Develops graphical models of business processes to facilitate understanding and decision-making. Assesses the feasibility of business process changes and recommends alternative approaches. Selects, tailors and implements methods and tools for improving business processes at programme, project or team level. Contributes to the definition of organisational policies, standards, and guidelines for business process improvement.
Configuration Management. Plans the capture and management of CIs and related information. Agrees scope of configuration management processes and the configuration items (CIs) and related information to be controlled. Identifies, evaluates and manages the adoption of appropriate tools, techniques and processes (including automation) for configuration management. Contributes to the development of configuration management strategies, policies, standards, and guidelines.
Change Control. Leads the assessment, analysis, development, documentation and implementation of changes. Develops implementation plans for complex requests for change. Reviews proposed implementations and evaluates the risks to the integrity of the product and service environment. Ensures appropriate change approval is applied to changes. Reviews the effectiveness of change implementation. Identifies, evaluates and manages the adoption of appropriate tools, techniques and processes for change control.
Capacity Management. Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to control the demand upon a particular resource or service. Contributes to capacity modelling and planning. Supports the design of service component capacity.
Incident Management. Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.
Knowledge Management. Develops and implements knowledge management processes and behaviours. Provides advice, guidance, and support to help people to adopt and embed knowledge management. Contributes to the definition of policies, standards, and guidelines for knowledge management. Evaluates and selects knowledge management methods and tools. Promotes collaborative technologies, processes and behaviours to facilitate sharing of ideas and work-knowledge. Shares ideas and examples of existing practices. Implements knowledge management at programme, project and team level.
Problem Management. Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes and remedies. Collaborates with others to implement agreed remedies and preventative measures. Supports analysis of patterns and trends to improve problem management processes.
Release and Deployment. Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and technology teams on release scheduling and communication of progress. Conducts post-release reviews. Ensures that release processes and procedures are applied and that releases can be rolled back as needed. Identifies, evaluates and manages the adoption of appropriate release and deployment techniques, processes and automation tools.
User Experience Analysis. Applies standard techniques and tools for developing user stories and eliciting user experience requirements. Organises and structures user experience analysis. Works with stakeholders to prioritise requirements and resolve conflicts.
This list is not exhaustive, and you may be required to carry out additional duties according to business needs.
Person specification
Essential
Qualifications
- Relevant degree or equivalent experience. (A, I)
- SFIA: Change Implementation Planning & Management. (A, I)
- SFIA: Release & Deployment. (A, I)
- ITIL V3/4 Foundation qualification (A, I)
Knowledge
- Expert knowledge of ITIL change management processes. (I)
- Expert knowledge of ITIL release management processes. (I)
- Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model. (I)
- Good understanding of the requirements for successful transition into live service of IT project and BAU change activity. (I)
- Excellent relationship building and communications knowledge and ability. (I)
Skills/Ability
- Experience of leading Change & Release Management, providing an effective and customer focussed service. (A, I)
- Effective stakeholder management of to ensure key messages are effectively communicated. (I)
- Leadership and management of internal and external teams in all change and release management activity. (A, I)
- Strategic planning – development and maintenance of a forward schedule of change. (I)
- Track record in the application of analysis to identify the causes and trends in failed change (I)
- Identification of solutions to the root causes with multi-disciplinary teams to reduce future failure rates. (A, I)
Experience
- Change and release management experience in a complex regulated organisation. (A, I)
- Successful management of matrix and multi-supplier environments. (I)
- Excellent influencing, relationship and conflict resolution skills. (A, I)
- A proven background of establishing, operating and monitoring procedures to control change & release activity. (A, I)
- Setting, monitoring and reporting of SLA’s & KPI’s to ensure performance targets are met or exceeded. (A, I)
Desirable
Qualifications
- ITIL V4 Specialist – Create, Deliver & Support
- SFIA: Relationship Management.
Skills/Ability
- Contract Management and strong commercial awareness for change and release management activity.
Experience
- Financial services experience
- Implementation of Continuous Service Improvement
- Lean and Six Sigma experience
Qualifications
• SFIA: Change Implementation Planning & Management.
• SFIA: Release & Deployment.
• ITIL V3/4 Foundation qualification
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Managing a Quality Service
- Communicating and Influencing
Technical skills
We'll assess you against these technical skills during the selection process:
- Technical - Technical questions relevant to the role
- Technical - a short presentation (this will be on a topic determined by UKEF and will need to be prepared in advance).
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
Things you need to know
Selection process details
We are assessing candidates using Success Profiles (see Appendix 1) and across the whole process we will assess your Experience, Technical and Behaviours as highlighted below.
The application must be completed by 23.55 on the day of the closing date for it to be accepted.
All applications will be sifted against our essential criteria outlined in the personal specification.
- Qualification
- Statement of suitability - you should fully articulate in 500 words how you meet the essential criteria outlined in the person specification within the Information Pack.
For the initial sift your application will be evaluated against
- Experience - Application and Statement of Suitability
If you are successful following the sift stage, you will be invited to an initial interview; this will include the following assessment:
1. Behaviours/Experience - a formal panel interview where you will be interviewed across all three behaviours highlighted.
- Changing and Improving
- Managing a Quality Service
- Communicating and Influencing
2. Technical - Technical questions relevant to the role
3. Technical - a short presentation (this will be on a topic determined by UKEF and will need to be prepared in advance).
Details of interview panel members will be e-mailed to all successful candidates who are invited for interview.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : UKEF Recruitment Team
- Email : recruitment2@ukexportfinance.gov.uk
Recruitment team
- Email : Recruitment2@ukexportfinance.gov.uk
Further information
