Change, Configuration and Release Management Team Manager

The Change, Configuration and Release Manager role is a varied, challenging and exciting role. The role is responsible for ensuring the Change, Configuration and Release Management processes are fit for purpose, pushing the envelope of what is possible, driven by the evolving needs of the business. It will involve working closely with internal and external stakeholders and customers and is focused on supporting the delivery of a high‑performance and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager (Service Management), the successful candidate will be responsible for delivering Change, Configuration and Release Management to NEC and its customers. The team is responsible for minimising the adverse impact of planned maintenance activities to the services NEC provides through a robust review and approval process and ensuring visibility of forthcoming maintenance and the accuracy of the CMDB.

The role will have direct line‑management responsibility as well as functional management responsibility for a wider team based in Hartlepool, Chippenham and India. The role takes ownership of designing and delivering the Change, Configuration and Release Management processes within NEC. The successful candidate will show strong leadership qualities, problem‑solving ability with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering services aligned to the ITIL framework and maintaining compliance with ISO20000. The role is office‑based in either Chippenham or Hartlepool. Travelling may be required to attend customer locations and other NEC offices.

Responsibilities

• Develop and own the end‑to‑end process and delivery within NEC for Change, Configuration and Release Management.
• Lead and develop a cohesive team split across multiple geographic locations and manage people effectively, including coaching and development.
• Measure, monitor and review performance of the team and process using KPIs and CSFs, ensuring they meet business needs and align with IT strategy.
• Ensure the team is performant and skilled to the appropriate level.
• Allocate work within the team.
• Support bid responses and the development of service offerings with business stakeholders.
• Participate in maintaining compliance through preparing for and attending internal and external audits, particularly ISO 20000.
• Review and verify that all documentation is moderated and accurately updated in accordance with document‑management requirements.
• Implement continual service improvement strategies in alignment with business priorities, objectives and drivers.
• Work closely with other process managers to ensure a fully ITIL‑aligned end‑to‑end service is available to stakeholders.
• Build and maintain relationships with internal and third‑party organisations such as technical resolver teams.
• Ensure adherence to contractual SLAs.
• Prepare Change, Configuration and Release reporting as required by each contract.
• Communicate both verbally and in writing at technical and stakeholder levels.
• Demonstrate thorough understanding of ITIL Change, Configuration and Release Management techniques.
• Balance and plan short‑term and long‑term actions of the team.
• Apply knowledge of industry standards and best practices for service management.
• Influence and persuade stakeholders as needed.
• Understand NEC’s business areas.
• Apply critical thinking to systems and make adjustments consistently.
• Manage time effectively while setting the tone of the team through leadership.
• Ensure service‑management processes are thoroughly documented, audited and regularly improved.
• Maintain the integrity and control of the Configuration Management Database (CMDB) and Configuration Items (CIs), including interfacing with third‑party tools.
• Act as the authority for approval of CABs.
• Promote and monitor process adherence within the wider stakeholder community.

Key Competencies

• Significant Service Management Experience, with focus on Change, Configuration and Release Management.
• Stakeholder Management.
• Resource Management.
• Excellent customer service skills and ability to innovate.
• Excellent communication and business writing.
• Working knowledge and experience of the ISO 20000 Service Management Standard.
• Leadership and mentoring to achieve high performance.
• Excellent attention to detail.
• Good working knowledge of infrastructure and application technologies.

Essential Qualifications

• ITIL v3 Foundation.
• ITIL v3 Intermediate Qualification.
• NPPVL3 + SC clearance required (or eligibility).

Desirable Qualifications and Skills

• ITIL v4 Foundation.
• ITIL v4 Intermediate Qualification.

Benefits

• Private medical cover funded by NEC for employees, with option to add family members at an additional cost.
• 25 days paid holiday with option to buy/sell.
• Four times basic‑salary life assurance cover funded by NEC, with option to increase cover at an additional cost.
• Group pension plan with employer contributions up to a maximum of 8.5%.
• Flexible benefits selection to suit individual needs.
• Employee assistance programme available to support personal wellbeing.
• Free access to LinkedIn Learning for all colleagues.

Other Information

Candidates must demonstrate a pre‑existing right to work and travel within the UK; documentary evidence is required. All offers are subject to satisfactory vetting and reference checks; depending on the role a Disclosure and Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal‑opportunity employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please let us know. We are committed to ensuring an inclusive and accommodating experience for all candidates.