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Change and Release Manager (104957-0122)

University of Warwick - Information and Digital Group - Client Experience: Service Delivery

Location: Coventry
Salary: £42,149 to £50,296 per annum.
Hours: Full Time
Contract Type: Permanent
Placed On: 14th January 2022
Closes: 20th February 2022
Job Ref: 1882049

Permanent, 36.5 hours per week.

It is an exciting time to join us at the University of Warwick - Information and Digital Group (IDG). The University has recently transformed its Information Technology department into the newly formed Information and Digital Group, bringing together multiple service delivery departments, service management functions and governance into one group. The remit of the group stretches from areas such as Desktop, Print, Libraries and Video Conferencing to world class Research, Virtual Learning and International Student support.

IDG is focused on broadening the services offered by IT, offering more end user engagement and helping to drive exceptional research and teaching through a sector leading approach in our use of technology.

A Change and Release Manager role exists to support IDG in delivering a consistent, structured and communicated ITIL approach to technology and service changes for our university community. This also involves navigating the often-complex world of IT compliance and engaging with multiple stakeholders across the University to ensure planned work meets the requirements of a well-executed Change and Release process by all our service departments. The role will work closely with Problem and Incident management to ensure failed or delayed Change and Release activity is highlighted for escalation. The role has the following key objectives:

  • Work within the Service Delivery to ensure ITIL based processes are followed to ensure a high level of end user satisfaction on proposed Change and Release Activity.
  • Working with a wide team of focused IT professionals across the University to ensure Change and Release management process is understood and adhered to.
  • Focus on supporting the wider University community with close internal IDG communications engagement to ensure end users are fully aware of Change and Release activity that may affect them.
  • Be able to help the IT community navigate any internal or external processes, governance, or regulations such as GDPR or PSBAR.
  • More specifically, help them get the best out of IT service delivery whilst remaining safe and compliant.
  • Being a representative on various university committees to offer support around IT compliance issues.
  • Working closely with Problem and Incident management as well as Service Owners to ensure regular Change and Release activity process is correctly documented, in a timely manner and where required, escalated within IDG senior management.
  • Ownership of the overall Change and Release management policy and process for IDG and support services departments.

This role is right for you if:

  • You are very end user service focused.
  • You enjoy leading a high-profile process which is visible and relied upon by a wide end user base across an organisation.
  • You enjoy pro-active engagement with teams of varying technical disciplines and technical skill sets.
  • You have a strong appreciation of internal process, governance and compliance, such as ITIL and GDPR and are able to interpret internal and external process, policy and regulations to guide service owners and professionals to use a Change and Release Management process successfully.
  • Are proficient in use of an ITSM toolset following ITIL guidelines and taking ownership of processes and policy.
  • You are prepared to challenge and be challenged.

Interview Date: 3 March 2022.

Full details of the duties and selection criteria for this role can be found in the vacancy advert on the University of Warwick's jobs pages. You will be routed to this when you click on the Apply button.

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