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IT Change Manager
Contract - Permanent
Reporting to – Service Management Manager
Salary - £52,600
Working hours – Full time is 35 hours a week, our permanent hybrid policy sees us all working at least four days across a fortnight in the office. You’ll agree working patterns with your manager.
The purpose of your role
The Financial Ombudsman Service has a critical dependence on fully functioning and highly available IT and digital services. The ITIL best practice framework identifies key processes for ensuring optimal performance, with Change Management being essential to optimal service operation, availability and security.
With full accountability for outcomes, you will define, maintain, monitor and continually improve the processes of Change Management across the entire range of IT services, such that services can be changed and reconfigured frequently with minimal disruption to the ‘business’.
You will ensure that appropriate lead times are set and adhered to and that data quality and other process disciplines are rigorously observed, measured, reported and remediated where necessary.
You assume process roles within the Change Management process as necessary, including chairing the regular CABs (Change Advisory Board) and investigating change failures
With governance over the entire IT support system (internal and external supply chains) and overall accountability for the performance of your process, you will monitor compliance and exercise due governance where required, in order to address deviances.
Effective tooling and configuration are essential to the optimal performance of this process. As such, you will specify service management tooling requirements and configuration to ensure processes are fully trackable and measurable.
Operating as part of an integrated Service Delivery team, you will work collaboratively with your colleagues, mutually providing support across other processes areas and functions.
You will place the customer at the heart of everything you and your process practitioners do, utilising industry best practice methodologies (such as ITIL), you will continuously strive to provide an ever-improving customer experience.
Using both quantitative and qualitative metrics, you will frequently review process performance with IT support groups, providing guidance and direction as necessary.
How we will measure your success
- how you’ve lived our values and demonstrated the behaviours we expect of everyone every day
- delivery of your objectives, which you’ll agree with your manager
- delivering on agreed key performance indicators and service levels
defining and successfully operating your process aligned to industry best practices (including ITIL)
- minimised frequency and impact of IT service failures resulting from failed changes
- excellent quality of performance reporting
You are accountable for…
our customers - our people - our reach - our impact - our service
define, maintain, monitor and continually improve the processes of Change Management across the entire range of IT services, and aligned to industry best practices (including ITIL)
- ensuring that changes are executed with minimal disruption to the ‘business’
- acting as the point of escalation to for colleagues and customers with respect to your process
- overseeing the diligent investigation and remediation of failed changes
- effectively monitoring the performance of your process and ensuring continual improvement
- ensuring that accurate performance data, both quantitative and qualitative and acting upon this data to drive improvements
- ensuring realistic performance targets are set, communicated and achieved, and reflected in OLAs (Operational Level Agreements)
- communication, education and compliance with your process throughout the service supply chain (including both internal and third party supply-chain support entities)
- continually improving the performance of your process, taking account of opportunities in all dimensions (people, culture, behaviours, process, practices, tools)
- championing the value of your process through continual education of your practitioners and communication with your customers
your experience includes…
- managing processes and governance across multiple technology teams in a matrix organisation
- managing IT service management processes in an ITIL environment
- defining and maintaining ITIL compliant process of Change Management
- an extensive knowledge of service management best practices, including an ITIL practitioner/foundation certification, or equivalent experience
- stakeholder management, communication to executive level
- production of excellent written reports and communications
- exposure and familiarity with a service management system such as Hornbill, ServiceNow or Jira Service Desk
- being able to influence and motivate others outside of direct line of reports
working collaboratively with colleagues to ensure consistent service levels are maintained
- extensive use of data and metrics in prior roles, ideally utilising PowerBI
Why Financial Ombudsman Service?
Our people are the most important part of delivering our purpose. If it wasn’t for their amazing efforts, ideas and commitment we wouldn’t be able to make a difference that we do today. So, we offer an attractive, competitive salary and flexible benefits to suit them.
Here’s a list of some of the many benefits and perks you can get for working with us:
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25 days holiday entitlement, with the option to buy extra or sell days
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Generous pension
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Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
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Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
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Employee Assistance Programme
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Extensive opportunities for personal and career development
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Free tea and coffee
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Fully equipped on-site gym open 24 / 7 (London office only)
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Extensive Well-being resources including on-site therapists (London office only)
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Beautiful and bright London office looking over the Thames and near to mainline stations
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Our Coventry office is 2 minutes’ walk from the main station
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Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
How do I apply?
Upload your CV and supporting statement by clicking the ‘Apply’ button. Applications need to be submitted by 23:59 on Wednesday 22nd February 2023
A full job profile is available on request and will be provided to candidates invited to interview.
We’re proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We’re committed to being a great place to work – attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [email protected] and let us know your preferred method of contact.
Find out more
Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!
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LinkedIn: Financial Ombudsman Service
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Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us
Good luck with your application!