Change and Release Manager Information Services (IS)

Transcription

1 Change and Release Manager Infrmatin Services (IS) Reprting t: Head f IT Service Management Jb Family and level: APM Level 5 Cntract Status: Permanent Hurs f Wrk: Full time Lcatin: Kings Meadw Campus Yu are an experienced and innvative IT Manager with a track recrd f wrking in a custmer fcussed and are cmmitted t imprving the effectiveness f IT services. Yu will be jining the Service Management team within Infrmatin Services at a time f unprecedented digital transfrmatin and will play a key rle in shaping and develping service management and service delivery prcesses acrss a glbal platfrm. The University The University f Nttingham (UN) is ranked in the UK s tp 10 and the wrld s tp 75 Universities by the Shanghai Jia Tng (SJTU) and the QS Wrld University Rankings, placing it in the tp 1% f all universities wrldwide. UN has award-winning campuses in the UK, China and Malaysia and is cmmitted t prviding a truly inspiring and internatinal educatin. Described by The Sunday Times University Guide 2011 as the embdiment f the mdern internatinal university the University f Nttingham is uniquely enterprising and renwned fr its prductin f wrld-leading research. Infrmatin Services Many f ur services are typical f any business and ffer similar challenges: Managed desktps and laptps, data strage, , printing, web cntent management fr the internet and intranet, data and vice netwrking, multimedia design and prductin, and the majr applicatins underpinning finance, HR/payrll, marketing, facilities management, cnferencing and a range f cmmercial enterprises, including incubatr premises fr new business ventures. Other challenges are specific t higher educatin and t ur University in particular. Nttingham has huge ambitin t transfrm the experience it prvides t students t place them at the heart f its glbal, digital cmmunity. This will invlve fundamental change t the business prcesses which underpin the student jurney thrugh the institutin, majr rganisatinal change acrss prfessinal services teams, and the implementatin f a cmprehensive, integrated suite f supprting IT systems. We in Infrmatin Services will play a pivtal rle in this exciting and challenging change prgramme knwn as Transfrm. We als run specialist systems t underpin the life cycle f each research prject as it mves frm grant applicatin thrugh t publicatin and disseminatin. Our researchers need infrmatin t help them target the next exciting and lucrative research pprtunity. They need t be able t demnstrate the impact their research is having in the wrld.

2 As ur missin says, by bld innvatin and excellence in all that we d, we make bth knwledge and discveries matter. This depends n getting the right infrmatin t the right peple within ur cmmunity. Here, the creatin, sharing, analysis and disseminatin f infrmatin are defining activities. It s what we exist t d. Bth students and researchers are demanding, innvative users f technlgy and we aim t prvide them an infrmatin in which they can be bundlessly creative and highly prductive. We have campuses in Nttingham, China and Malaysia, and aim t supprt mbility, ease f cmmunicatin and team wrk acrss this hugely diverse and gegraphically spread cmmunity. In respnse t these specific challenges, we prvide particular and differentiating services. These include a Virtual Learning Envirnment and ther innvative technlgies fr learning, High Perfrmance Cmputing services and a large range f specialist sftware. Our researchers prduce vast amunts f data and need tls t manage, mine and generate infrmatin frm it. Many f them cllabrate with industrial partners and researchers in ther institutins acrss disciplinary and rganisatinal bundaries. Our students have grwn up with internet technlgies and expect t be cnstantly cnnected using their mbile devices. A technlgyrich experience is what they expect frm University life. We prvide equipment in teaching rms, PC suites, language labratries, wireless everywhere, and internet services in the halls f residence. Our glbal nature als means that vide cnferencing is particularly imprtant. Cntext Infrmatin Services has undergne a significant restructure and reinvigratin. The aim was t build an rganisatin which is systemically capable f being the reliable, trusted, innvative and agile IT partner that the University needs t deliver its ambitius 2020 Strategy acrss the UK, China and Malaysia campuses. The Change and Release Manager is a key part f the Service Management team which is respnsible fr the develpment, implementatin and cntinuus imprvement f service management prcesses acrss Glbal IT Service Delivery. The rle reprts t the Head f IT Service Management and will wrk clsely with the Prblem, Incident, and Service Transitin prcess wners and Service Managers within the Service Management team. The Change and Release Manager will have primary respnsibility fr the change and release prcesses and imprving maturity capability in this area, and will als be respnsible fr driving the maturity f ther key service management prcesses Yur Rle Act as a primary pint f cntact and management fcus fr Change and Release activities acrss all campuses. Mnitr the effectiveness f the Change Management prcesses implementing cntinuus imprvements acrss all campuses. Drive a culture f cntinuus imprvement; ensuring change wners take higher accuntability fr their changes Chair the Change Advisry Bard (CAB), Technical Advisry Bard (TAB) and emergency CABs. Rllut Change Advisry Bards at the University f Nttingham campuses in China and Malaysia Assist IS staff glbally with the planning f changes and advise n the usage f change and release prcesses Wrk with clleagues utside f IS t bring all University IT within the scpe f the Change Management prcess Wrk with Prject Managers, IT Partners, Service Delivery teams and 3 rd party suppliers t assess the scpe and ensure that prject deliveries fllw the service design and service readiness prcesses thrugh the prject lifecycle University f Nttingham 2 04 April 2017

3 Wrk with external hsting and as a Service prviders t ensure that Changes made are recrded, assessed and cmmunicated in line the University Changes and Release plicies. Be respnsible fr cnducting Service Readiness Reviews n prjects within acceptable timescales t ensure services are ready fr deplyment int live peratinal running. Ensure all peratinal handver material is cmpleted t a high standard by all relevant teams (IT Change Delivery and Partnering) Ensure training requirements and ther nn-functinal requirements are agreed as part f handver Ensure perfrmance metrics and service levels are delivered fr all new and changed services. Lead n the develpment and further imprvement f the Release Management prcess wrking with stakehlders in IS, the wider University and third parties t develp release schedules, deplyment prcesses and cntrls t manage change demand int the prductin reflecting the University s requirements Wrk with key stakehlders t develp and implement a prcess fr Cnfiguratin Management Plan and manage significant changes and events supprting infrastructure related changes, fr example Data Centre pwer utage/failvers Wrk with key stakehlders acrss the University t plan and manage IT input int significant University events such as release f exam results Supprt the ITIL maturity capability mdel initiative fr the ther main ITIL prcesses within IS and embed glbally, undertaking the analysis and develpment f existing prcesses in rder t prmte efficiencies thrugh imprvement and simplificatin. Ensure the methds, tls, capability, and educatin n the prcesses achieve the best balance between effectiveness (cmpliance) and efficiency (right first time, cycle time), withut cmprmising quality. Champin the use f these prcesses thrughut the department, including the internatinal campuses, with ther IT prfessinals acrss the University, and with ur key 3 rd party suppliers. The rle may include sme ut f hurs n-call supprt duties. University f Nttingham 3 04 April 2017

4 Knwledge, Skills, Qualificatins & Experience Essential Desirable Qualificatins/ Educatin Frmal educatin t degree level (r equivalent) in a relevant subject/relevant frmal training, and practical experience wrking in an IT service Prject Management Qualificatin such as Prince 2 and/r Prven track recrd f relevant wrk experience, demnstrating practical and theretical knwledge f Service Management within an IT service Experience f IT service management disciplines based n ITIL r similar, ideally with the ITIL qualificatins Knwledge/ Skills/Training Written and ral cmmunicatin skills, prven ability t write effective end-user cmmunicatin Significant experience and knwledge f change and release management Gd wrking knwledge f service supprt mdels / prcesses and tls Strng knwledge f IT service management prcesses and methdlgies e.g. ITIL Gd knwledge and understanding f IS technlgy areas (within prjects/ peratins) Gd ability t cmmunicate and explain cmplex issues in clear, cncise, persuasive language bth verbally and in writing Exceptinal ability t influence thers Empathetic and with strng interpersnal skills Highly adaptable and flexible. Able t adjust quickly t new situatins and changing pririties Experience Experience f planning and prgressing wrk, using initiative and judgement where apprpriate Brad business knwledge t assess and understand ptential impact f a lss f service Experience f wrking in a large academic r enterprise-scale University f Nttingham 4 04 April 2017

5 Experience f drafting prcedural dcumentatin Previus experience as a Change Manager in a cmplex IT Experience f wrking in an enterprisescale Pragmatic prject management experience using prven prject management methdlgies Experience f managing custmer relatinships within a diverse cmmunity Experience f planning and prgressing wrk, using initiative and judgement where apprpriate Experience f wrking with 3 rd Party suppliers perating in hsted r as a Service s Other Excellent cmmunicatin and interpersnal skills. This includes the ability t give guidance and wrk in partnership with peple with varying levels f IT experience r wh are at different levels Evidence f the ability t advise and gain supprt f thers t ensure the delivery f services where there is n line management respnsibility Cmmitment t team wrking Cmmitment t service quality and service imprvement in a custmerrientated Cnfidence t challenge existing wrking practices Demnstrable practive, psitive and flexible apprach Drive and cmmitment t get the jb dne University f Nttingham 5 04 April 2017