Role Profile Job Description Job Title Change Manager Directorate or Region COO Department/Country GIS Location of post Warsaw/ Noida Pay Band PB 8/E Reports to Head of Service Transition Duration of job Indefinite Purpose of job: The Change Manager controls and manages requests to effect changes to the IT Infrastructure or any aspect of IT services to promote business benefit while minimizing the risk of availability, performance, security and compliance of the business services impacted. The Change Manager co-ordinates, controls and manages the implementation of changes to IT services by authorising and reviewing, test, implementation and release plans. Change Manager ensures that the service is designed as per the organisational service design process and all design failures are sent back to the TAs for re-design. Moreover accountable to set and oversee the deliverable of release management process. Context and environment: The purpose of Global Information Services (GIS) in the British Council is to partner with the business in order to make effective use of Information in all its forms across the organization. GIS has accountability for enabling the full life-cycle of information for the whole of the business. The British Council has undertaken a strategic review of its operating model including the creation of a new GIS operating model. This role is part of the new GIS team responsible implementing this operating model. This role is located within the GIS Service Delivery team and reports to Head of Service Transition. The purpose of the GIS Service Delivery team is to deliver reliable Information Services to the business while improving quality and efficiency through external comparison and an unrelenting focus on continuous improvement. 1 of 6
Accountabilities, responsibilities and main duties: (including people management and finance) Process Management Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organisational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change. Contribute into setting the organisation's policy for the management of change in live services and test environments, and ensures that the policy is reflected in practice. Manage and execute the Change and oversee the Release Management process Ensure by taking appropriate means that the Change Management process is followed across the globe. Ensure changes are accurately implemented in the appropriate timeframe to meet business needs and documented requirements Interfaces with other Service Management processes managed. Analyses change records to determine any trends or apparent problems that occur; seeks rectification with relevant parties Ensure the relationships with Release Managers within third party suppliers maintained. To ensure that high level of awareness change and release management industry development based on the industry is maintained within the team via practice sharing with partners and trainings. 2 of 6
Set KPIs for change and release management team. Lead on any investigative/corrective action required in change and release management process. Accountable for service reporting and continual service improvement. To ensure action plans created and executed to ensure continuous service and process improvement. Capable of working under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical, project and supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. Ensure services delivered in change and release management remain relevant and align to the benefit of customers and stakeholders. Ensure that all the changes are managed and assessed based on the customer requirement. Accountable to monitor and report on release of security patches in compliance with the level cyber security required. Communication and influencing Communicates effectively, both formally and informally. Absorbs complex technical information and communicates effectively at all levels to both technical and non-technical audiences. Understands and communicates the role and impact of change and release management and promotes compliance with change and release process and policies. Influences stakeholders across GIS, country directors and IT managers, suppliers to optimise the utilisation of change and release management. Builds appropriate and effective relationship with key stakeholders. Makes decisions on change and release management tools and processes in order to improve efficiency and reduce the service delivery cost. Effective communication of the decision with area of business impacted to gain their support and buy in. Has significant influence and decision making over the change management in different part of business. Stakeholder management and engagement with the wider team Engage with wide geographically despair stakeholder community including service transition managers, service managers, customer engagement, IT local manager etc. to ensure that the awareness of change/release management standard and policies is at the required level and up to date. Facilitates collaboration between stakeholders who have diverse objectives. The role will support and engage with subject matter experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes and to gain a wider buy-in into under-performance strategies. Work with Business Partners based in strategy, business engagement managers in service delivery and service managers to improve the change and release management quality and awareness within their region/ business area. Work closely with business engagement managers to influence transitioning change and release process of locally procured and managed services to corporate level change/release 3 of 6
management where appropriate. Risk Management Assesses and evaluates risk. Understands the implications of changes in change/release management. Maintain a risk log for change and release management. Responsible for managing and escalation of the risks in change and release management. Proactive risk management working in integration with problem and software development lifecycle for exam application to ensure protecting both GIS and business operations from the adverse effects of unplanned or uncontrolled change. Utilising the servicenow intuitive calendar for dynamic risk and impact calculation, and change impact detection, to reduce the costs and risks of changes. People management: (include direct or indirect) Direct line management of 4 people Overall accountability of team of 6 people Being responsible to recruitment and induction of people. Keeping the change and release management team skills up to date based on best practice in the IT industry. Finance: Overseeing the budget for respective team as agreed. Key relationships: (include internal and external) GIS Service Delivery team GIS Service Design and Development Team Global IS Business Partner, Regional and SBU Partners Service line managers, service managers and shared services team managers External suppliers In direct Country directors and business users Other important features or requirements of the job Occasional domestic and international travel Occasional unsocial/evening hours to work with other time zones lease specify any passport/visa and/or nationality requirement. Please indicate if any security or legal checks are required for this role. Must have the right to work in the country appointed Role will require appropriate and commensurate security vetting checks 4 of 6
Person Specification Essential Behaviours Connecting with others Most Working together Most Being accountable Most Making it Happen. - Most Creating shared purpose- More demanding Desirable Shaping the Future- More demanding Creating shared purpose - Most Assessment stage Interview Only Skills and Knowledge SFAI Skills Change Management- Level 6 Release Management Level 6 SFAI Skills Service Acceptance Level 4 Configuration management- Level 3 Short listing and/or Interview BC Generic Skills Managing people Level 4 Managing finance and resources Level 4 Communications Skills Reading and Writing Level 3 Speaking and Listening Skills Level 3 Risk Management - Level 3 BC Generic Skills Project Management Development and Delivery Level 3 Experience Extensive experience in change and release management Working knowledge of SCCM Short listing and/or Interview Demonstrable senior management experience, in large complex international organisation Experience of matrix and remote management. Experience of managing a mature change management within global organisation Experience of application release management Extensive knowledge of Service Now tool Demonstrate a high level understanding of service 5 of 6
catalogue management based on ITIL framework. Qualifications Degree level qualification or equivalent ITIL V3 foundation PRINCE 2 Foundation/Practitio ner ITIL V3 Expert Level Short listing and/or Interview Submitted by Hengameh Brannigan Date 4 July 2017 6 of 6