Change Enablement Practice Manager in Newquay

The Change Enablement Practice Manager is a member of the Service Management team, responsible for the Change Enablement Practice.

Overview of role: The Change Enablement Practice Manager is responsible for ensuring the effective delivery, development and successful operation of the Change Enablement Practice, per the ITIL 4 framework. The role will ensure the application and maturing of a robust and consistent Change Enablement process that underpins the IT support service to staff, students and associates of the university. The role is a collaborative team player within virtual teams as required across technology, remains resilient under pressure and maintains high standards. The manager ensures standardised ITIL 4 methods and procedures are used for efficient and prompt handling of all changes, minimising impact on the organisation and applying a continuous improvement mindset. The post holder manages and oversees change requests and chairs the Change Advisory Board (CAB). They work closely with all process and Practice Managers within the Service Management team and other key stakeholders. Flexible working hours and some travel may be required (predominantly between the Quintrell Downs office and College campuses in London).

Accountabilities:

• Using the ITIL 4 framework, develop the Change Enablement Practice aligned with the university's operating model and strategic direction and objectives.
• Deliver and manage Change Enablement Practice improvement plans and roadmaps; host process reviews and improvement forums to ensure broad adoption and process maturity.
• Coordinate and manage the Change Enablement Practice's processes and activities across the university and with 3rd parties.
• Develop and achieve Change Enablement specific KPIs.
• Execute Change Enablement Practice activities in accordance with policy, focusing on business requirements, risk management, compliance and success factors of the Practice.
• Ensure participants understand their responsibilities; provide mentoring, training and support related to this practice.
• Respond to escalations for Change Enablement activities and provide feedback to stakeholders.
• Chair the Change Advisory Board (CAB), ensure timely agenda and results, review and authorise changes.
• Review change outcomes and ensure remedial actions for unsuccessful changes.
• Escalate risks and issues via the Service Management risk register and to the Service Management Practice Manager.
• Maintain and improve process effectiveness, efficiency, performance and security. Standardise and automate practice activities where possible; ensure risk assessment and authorisation where relevant.
• Collaborate with other Practice Managers to ensure inputs/outputs between processes are in place and functioning.
• Collaborate with the Service Transition and Agile Teams to align Change Enablement with Agile sprints and Service Transition milestones.
• Build integration with IT Assurance to support risk/issues management and update risk/issue registers.
• Participate in enhancement, upgrade or replacement of the Service Management tool for Change Enablement; enhance the tool and utilise other tools (e.g., ITAM) to understand change impact and identify unapproved changes.
• Create, track, update and implement improvements in the Continual Improvement Register.
• Participate in ISO/IEC 20000 and SDI Certification activities as required.
• Develop reporting relevant to the Change Enablement Practice.
• Develop, deliver and update training materials and process documentation; maintain an up-to-date change calendar and other calendars supporting change planning.
• Communicate annual change scrutiny and change freeze dates and ensure compliance.
• Ensure timely communication of changes affecting service availability to end users, following standard communications practices.
• Provide high levels of customer support and satisfaction.
• Assist the Service Management Practice Manager and other Practice owners in driving ITIL Service Management best-practice and process standardisation.
• Deputise for other Practice Managers and for the Service Management Practice Manager as required.
• Contribute to King's Service Centre Business Continuity Plans.
• Undertake other duties within the scope of the post as assigned.
• Understand the IT vision in delivering King's university strategy to support student experience, excellence in research and efficient administration.

Key Skills & Experience:

• Experience of running a Change Enablement process within a busy IT environment (E).
• Experience of managing and configuring ITSM products and tools (E).
• Strong interpersonal, influencing, communication and report writing skills; ability to interact with users of varying technical skills; remains calm and courteous while resolving incidents (E).
• Understanding of an Enterprise Architecture/complex support environment and ability to adapt to modern technologies (E).
• Good project and task management skills with excellent time management and the ability to multitask (E).
• Numerical and analytical ability with experience evaluating and analysing service data (E).
• Methodical problem solving and attention to detail (E).
• Effective time management and prioritisation under changing workloads (E).
• Proficient documentation and report writing; ability to document requirements, solutions, processes and data flows (E).
• Familiarity with process modelling software such as Visio or Bizagi (E).
• ITIL 4 Foundation certification (E).
• ITIL 4 Practitioner: Change Enablement (E) or ITIL 4 Specialist: Plan, Implement and Control (E) or prepared to achieve within a year.
• Willingness to develop ITIL skills further (E).
• ITIL 4 Practice Manager designation (D).
• ITIL 4 Managing Professional designation (D).
• A full Driving Licence (E).

Employee Benefits:

• Hybrid Working - Minimum of 5 days per month in the office
• 10% Performance related bonus
• 30 Days holiday and maximum of 8 public holidays (pro-rata)
• Sick pay
• 4 Discretionary Christmas Closure Days
• Contributory pension scheme
• Life Assurance cover
• Service time - 3 Volunteer days per year
• Free onsite parking & Bike racks
• Annual leave purchase scheme - up to a maximum of 10 days
• Student Discount (access to Totum, Unidays & Student Beans)
• CycleScheme
• TechScheme
• Opportunities for formal training and professional certification
• Free access to Linkedin Learning
• Free access to Future Learn short courses
• Potential for internal promotion and advancement

Equality, Diversity & Inclusion:

We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed. This is in line with King's College London (KCL).