Change, Configuration and Release Team Leader

The Change, Configuration and Release Team Leader role is a varied, challenging and exciting role. The role is responsible for ensuring the day-to-day Change, Configuration and Release Management process activities are delivered to meet the needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with 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 Change, Configuration and Release Manager, the successful candidate will be responsible for delivering Change, Configuration and Release Management to NEC and our customers. The Change, Config and Release Management Team is responsible for minimising the adverse impact of planned maintenance activities to the services NEC provide through a robust review and approval process as well as ensuring visibility of forthcoming maintenance and ensuring an accurate 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 is wide-ranging and takes ownership of the delivery of the Change, Configuration and Release Management processes within NEC. The successful candidate will show leadership qualities, ability to problem solve 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 ISO 20000. The role is office based in either Chippenham or Hartlepool. Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.

Responsibilities

• Delivery within NEC for Change, Configuration and Release Management
• The ability to lead and develop a cohesive team split across multiple geographic locations and to manage people effectively, including coaching and developing the team.
• Input into the measurement, monitoring and review of performance of the team and process using KPIs and CSFs.
• Ensuring the team is performant and skilled to the appropriate level.
• Allocation of work within the team.
• Ensure compliance with documented processes to allow certification to ISO 20000 to be maintained.
• Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies.
• Work very closely with other process team leaders to ensure a full ITIL aligned end to end service is available to stakeholders.
• Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
• Ensuring adherence to contractual SLAs.
• Input into Change, Configuration and Release reporting as required by each contract.
• A good communicator both verbally and written at both a technical and stakeholder level.
• An understanding of ITIL Change, Configuration and Release Management techniques.
• An ability to balance and plan the short-term actions of the team.
• Awareness of all relevant industry standards and best practices for service management.
• Good communication skills, including the ability to be influential and persuasive with stakeholders.
• An understanding of all of NECSWS business areas.
• An ability to think critically about systems and to make adjustments consistently as needed.
• The ability to manage time effectively while setting the tone of the team through leadership.
• Establish and maintain the integrity and control of the Configuration Management Database (CMDB) and the Configuration Items (CIs) within the CMDB, including the interfacing to any 3rd party tools.
• Promote and monitor process adherence within the wider stakeholder community.
• Demonstrable Service Management Experience, with a focus on Change, Config and Release management.
• Stakeholder Management and Resource Management.
• Possess good customer service skills and an ability to innovate.
• Good communication and business writing.
• Working knowledge and experience of the ISO 20000 Service Management Standard.
• Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can.
• Good working knowledge of infrastructure and application technologies.

Essential Qualifications

• ITIL v3 Foundation
• ITIL v3 Intermediate Qualification

Desirable Qualifications and Skills

• ITIL v4 Foundation
• ITIL v4 Intermediate Qualification

Benefits

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
• 25 days paid holiday with the option to buy/sell.
• 4 × basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
• A fantastic selection of flexible benefits to suit your individual needs.
• We are an employer who cares, we have an invaluable employee assistance programme which can help in every area of your life.
• All colleagues get free access to LinkedIn Learning, with over 15000 courses covering a huge breadth of subjects.

Other Information

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required. All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required. NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.