Job Description. General Details. Transition & Change Manager (DS17/01) Grade/Salary: 8. Date Prepared: 15/11/16

Transcription

1 Job Description General Details Job title: Faculty/School/Service: Normal Workbase: Tenure: Hours/FT: Transition & Change Manager (DS17/01) Digital Services Stoke-on-Trent Campus Permanent 1.0 FT Grade/Salary: 8 Date Prepared: 15/11/16 Job Purpose Sets the release policy for the organisation in the context of both development and production/operations. nsures that management processes, tools, techniques and personnel are in place to ensure that the transition of services, service components and packages are planned and compliant and that test and validation and configuration management are partnered in all release and deployment activities. Provides authorisation for critical release activity and point of escalation. Sets the digital policy for the management of change in live services and development and test environments. nsures effective control and treatment of risk to the availability, performance, security and compliance of the University business services impacted. Manages the University's organisation's configuration management system and champions the business value and company policies for secure configuration management. nsures that processes are in place for consistent classification and management of configuration CIs of University Applications, and for verification and audit of configuration records. Responsible for the effective and efficient management of University development and test environments including the development of automated processes to release new solutions to Release Planning and Acceptance in Live Services in a timely and repeatable fashion. Owns and maintains the test environment forward load plan. Relationships Reporting to: Head of Service Delivery Responsible for: SFIAplus Alignment Core Skills: Change management, Level 5; Release and deployment, Level 5 supplemented by Capacity management, Level 5 and Porting / software integration Level 6 1

2 SFIAplus Core Level Definition Level 5: nsure, advise Autonomy Works under broad direction. Work is often self-initiated. Is fully responsible for meeting allocated technical and/or project/supervisory objectives. stablishes milestones and has a significant role in the assignment of tasks and/or responsibilities. Influence Influences organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned work, i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Complexity Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Business Skills Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Takes all requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer/stakeholder. Main Purpose Manages changes to the live service environment, taking account of priorities and other changes, which may impact on service availability, security and safety. Provides advice to users on the system of prioritisation and the likely timescales for implementation. Manage the hardware and application infrastructure for all University physical and virtual development and test environments on a day-to-day basis. Administers the change management database, ensuring accuracy and consistency of data, and produces reports for bodies that review changes. Chairs meetings that review changes, such as change advisory boards (CABs), ensuring that changes are expedited to maintain the required infrastructure. Contributes to the evaluation or establishment of the change management system, ensuring conformance to documentation standards. Maintains the change management system in accordance with agreed procedures. Provides advice to clients/users on the impact of requests for change and ensures that the appropriate impact analyses are carried out before changes are authorised. Provides management information and statistics on the progress of changes to senior management and clients/users, including performance against service level agreements. Promotes awareness of the importance of a structured change management process, working with other service management functions to ensure effective operation of the change management function and the consistency of procedures. Facilitates regular assessments, reviews and audits of the change management process, taking ownership of the findings and expediting action to close gaps. Drafts and maintains policy, standards and procedures for service component capacity management. Organises the analysis and reporting of capacity and performance to agreed timescales and quality standards, incorporating informed comment on configurations and components. 2

3 Undertakes investigations and diagnosis of areas of concern highlighted by service and performance data, establishing courses of action to resolve and manage performance/capacity problems. Works with business users to agree and implement short and medium term modifications to demand. Monitors changes, upgrades, etc in each of the components of a service, consulting with external suppliers and other external organisations to achieve appropriate levels of understanding of capacity/performance specifications. nsures the availability of hardware and software for the systems testing of platform specific versions of one or more software product(s). Defines configurations required for testing with reference to agreed testing standards. Selects appropriately skilled teams to perform the configuration and testing. Reviews the configurations for which the software product(s) are currently available, evaluating new developments in the organisation and the industry. From this information, advises senior management of potential growth and problem areas and the required resourcing to meet these needs. Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and digital partners on release scheduling and communication of progress. Conducts post release reviews, to ensure that all fixes and changes have been successfully applied and concessions obtained for any exceptions. nsures release processes and procedures are applied and that all known problems are recorded. nsures that release process elements are in compliance with standards, both industry and external, such as ISO9001, ISO 22301, ISO 27001, PCI-DSS, Sarbanes Oxley as appropriate. Develops and promotes the release policy for the organisation in the context of both development and production/operations. nsures that Test (Functional and Non-Functional requirements) & Validation processes are clearly defined and applied consistently with Configuration Management in all release & deployment activities. Provides authorisation for critical release activity and is recognised point of escalation for the Change Management Function within the organisation. ngages with technical design and project managers or Project Management Office, to ensure understanding of service acceptance criteria and agree processes for testing that criteria are met. Criteria may include user training and documentation, sign off by business or project managers, and agreement to go live date, technical support documentation accepted by support functions, impact on any SLA s agreed with all stakeholders, and updating of service catalogue & configuration management system, new technology/tools in place. xamines evidence, and evaluates the quality of project outputs against the agreed service acceptance criteria, to ensure that the service is ready to go live and everything is ready to support this service. Special Conditions The role holder will be required to travel between sites from time to time in a cost effective manner, which may be through the use of a car. To be committed to working with the University to further improve the carbon footprint/environmental issues. Variation to Job Description Staffordshire University reserves the right to vary the duties and responsibilities of its employees within the general conditions of the Scheme of pay and conditions and employment related matters. Thus it must be appreciated that the duties and responsibilities outlined above may be altered as the changing needs of the service may require. Conditions of Service The post is subject to such terms and conditions of employment as negotiated between the Board of Governors of the University and the recognised trade unions, and/or the employees of the University. In negotiating such terms and conditions the Board of Governors will consider any appropriate advice received from the Universities and Colleges mployers Association (UCA). 3

4 Application Procedure We encourage you to apply on-line at our website as the system is user friendly and simple to complete. Please note that the University will not consider a Curriculum Vitae attached in support of your application and will not use this document in the shortlisting process. Consequently, we would ask all applicants to ensure that they have provided comprehensive information under each criteria in the Supporting Statements section of the application form and, if necessary, add any relevant additional information in the Additional Information Section. The closing date is midnight on 12 February

5 Person Specification Job Title: Faculty/School/Service: Transition & Change Manager (DS17/01) Digital Services The qualifications, experience, knowledge skills and personal qualities outlined below provide a summary of what is required to carry out this job effectively. They also form the selection criteria on which a decision to appoint will be made. Please ensure that you provide evidence of how you meet the criteria in your application. No Selection Criteria Description ssential [] or Desirable [D] Assessed by 1 Operational/Service Architecture Knowledge of the University Live and Test environments (hardware, databases, public/private cloud, operating systems, intelligent SAN, *aas, middleware/soa, local area networks, Lan, WLan, Wi-Fi etc) and the IT applications and service processes used within own organisation, including virtualisation, re-use/sharing, and closed loop strategies 2 Release Management. xtensive experience of the management of the processes, systems and functions to package, build, test and deploy changes and updates which are bounded as releases into the pre-production or production environment; concession management on acceptance of level of non-conforming items 3 Configuration Management. xtensive experience of digital asset control through the maintenance of information about the "configuration items", including hardware devices, computer programs, software licences, documentation, telecommunications services, and computer centre facilities 4 Digital nvironment. Understanding and knowledge of the University s digital environment in particular the University s technical platforms and those which interface to them, including those in closely-related organisations 5 Analytical Thinking: Understanding a problem or situation by breaking it down systematically into its component parts, identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem, reflecting on the result 6 Decision Making: The ability to make decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints, known risks, and the availability of necessary information and resources 7 Business Process Improvement Techniques. Techniques for streamlining business processes which have been modelled and understood. xamples: Lean Six-Sigma DMAIC, error-proofing, value added assessment, process cycle time reduction, future-proofing, resilience, reliability, cost effectiveness 8 Operations ngineering - Hosting and Cloud. xperience of cloud hosting services (PaaS, IaaS, SaaS). Understand the organisation's 'Cloud First' policy, and why Cloud is considered before other kinds of solutions 9 Application Systems. xperience of applications systems portfolios in a University or similar organisation used to support specific business functions or processes 10 Application Development Methods, Techniques and Standards. xperience of the techniques and methods used in organisation to facilitate the development of applications and other digital solutions 5

6 11 Customer Focus. Self-motivated, well organised and positive approach to work with the ability to manage and prioritise a complex workload and experience of dealing with challenging and demanding customers; whilst understanding the needs of the internal or external customer needs/requirements and regularly checking with the customer when taking actions or making decisions 12 Interpersonal, written and verbal communication skills: ffective negotiation and influencing skills with demonstrable strong facilitation skills, excellent interpersonal, written and verbal communication skills with the ability to translate often complex information into easy to understand messages for a range of audiences 13 Team Leader: ffective and committed team leader and team player able to work successfully with others and to build positive working relationships 14 ITIL Lifecycle Module - Service Transition (Intermediate) BCS - Specialist Certificate in Change Management Or equivalent qualification or experience D *Key [A] Application form [I] Interview To be assessed against the information provided in the relevant steps of the application form and the evidence required under Section 4, Supporting Statements To be assessed during the interview process including selection tests or presentation, as appropriate 6