purpose of the role
- This is a dual role that will be an important part of Brennan's service delivery within a key client.
- In the IT Change Manager part of this role, you will be responsible for managing and overseeing the entire change management process for IT systems, applications, and infrastructure within this key client. This part of the role ensures that all changes are managed effectively to minimize disruptions, maintain service quality, and support organizational objectives.
- The IT Problem Manager part of this role is responsible for managing the lifecycle of all problems within the IT infrastructure and services. This includes identifying, analysing, and resolving problems to minimize the impact on business operations, as well as preventing the recurrence of incidents. The role focuses on proactive problem management through trend analysis and post-incident reviews to ensure continuous improvement and high availability of IT services.
- You will be work closely with an IT Change and Problem Coordinator to ensure successful delivery to the client.
ROle Responsibilities In your role you will be responsible for:
- Change Management planning and implementation develop strategies, policies and procedures, create and maintain a change management plan, coordinate with project managers and delivery teams to plan, schedule and oversee changes.
- Change assessment and approval evaluate the impact, risk and benefit of proposed changes, facilitate the CAB meetings, ensure all changes comply with policies and regulatory requirements.
- Monitor the progress of changes and prepare and present change management reports to senior management.
- Identify and manage risks associated with changes and address and resolve issues that arise during the process.
- Identify problems through incident trend analysis and drive the resolution of problem tickets with the respective delivery teams.
- Conduct problem management meetings to discuss open problems and create and distribute regular problem management reports.
- Continuous Improvement continuously evaluate and improve both the change management and problem management processes.
The responsibilities outlined here are subject to change or amendment at any time at the discretion of the business.
Key Competencies & Qualifications
- To succeed in this role, you will have the following experience and competencies:
- Relevant degree.
- Proven experience as an IT Change Manager and Problem Manager or in a similar role within IT Service Delivery.
- Strong understanding of IT systems, infrastructure, and applications.
- Excellent communication, organizational, and problem-solving skills.
- Ability to work collaboratively with cross-functional teams.
- Experience with service delivery tools and software.
- ITIL certification
- Strategic Thinking: Ability to think critically and strategically about change impacts and long-term outcomes.
- Attention to Detail: Strong attention to detail to ensure accurate change documentation and reporting.
- Adaptability: Ability to adapt to changing priorities and manage multiple tasks simultaneously.
- Leadership: Strong leadership skills to guide and influence stakeholders throughout the change process.
- Analytical Skills: Proficient in analysing data and metrics to drive informed decision-making.
- Customer Focus: strong dedication to customer service and satisfaction
