Problem and Change Manager in Exeter

The purpose of ISO20000 Change Management is to ensure that changes to IT Services are controlled and managed effectively, enabling beneficial changes to be made with minimum disruption to IT services. Problem Management identifies and manages problems using preventative methods, identifying potential IT incidents, and managing root cause. The Problem and Change Manager will have overall responsibility for the development, implementation and delivery of ITIL (ICT best practice) Change and Problem processes for South West Ambulance NHS Foundation Trust (SWASfT) and is responsible for ensuring their compliance with ISO 20000 2018 Standards. The role will focus on the delivery of Change and Problem design; governance and managing the Change and Problem processes to ensure maximum availability and performance of mission critical 999 production systems and services.

Responsibilities:

• Ensure that governance is defined and adheres to the Change Management process.
• Coordinate key interfaces between Change Management and other processes - in particular, Service Asset and Configuration Management and Release and Deployment Management.
• Co‑ordinate the outputs of the Change Advisory Board (CAB) and perform the role of Change Manager with delegated authority from the IT Services Manager to approve changes that do not require escalation.
• Coordinate the scheduling of all changes to live IT service environment as authorised by the IT Services Manager after CAB approval.
• Carry out Risk Analysis and Impact Assessment on changes and ensure test plans are carried out to appropriate standards.
• Conduct post‑implementation follow‑up of failed changes to ensure lessons learned and identify the need for Major Incident reviews.
• Ensure that the review of all implementation instructions as received from the CAB for technical feasibility and expedite potential implementation challenges to the CAB.
• Assign responsibility for change implementation to appropriate resources with IT Services.
• Ensure that the change implementation schedule and instructions are completely understood by the implementation resources.
• Review all implemented changes against their objectives.
• Make sure user acceptance tests are completed and all defects addressed.

At South Western Ambulance Service NHS Foundation Trust (SWASFT) we have a culture where everyone is valued for being themselves. Our aim is to work together to promote the most inclusive environment possible, which attracts people from the widest range of backgrounds and experiences to enrich the work that we do together, for the benefit of all of our employees, our patients and the communities we serve. We offer flexible working opportunities, inclusive policies and a range of feedback mechanisms to support individuals and to enable a positive, welcoming environment where our people and their careers can thrive in. We employ over 6,000 employees mainly clinical, operational and emergency response staff as well as supporting roles. We also employ Doctors and volunteers which include community first responders and fire co-responders. We take all the steps needed to provide the most compassionate patient care possible whilst also providing an enjoyable and safe place to work. We actively promote a positive set of behaviours as being key to our performance both individually and collectively. Our recruitment, selection and screening processes are designed to uphold these standards and we invite all our candidates to actively share with us through these processes how they will bring these behaviours to life.