Digital Services Change & Problem Manager

Job Purpose: 

To oversee Digital Services changes and problems ensuring changes are implemented without impact to service, whilst also co-ordinating the closure of complex problem ticket’s.

In this role you will be expected to prevent the recurrence of incidents and problems, resolving and controlling the root cause of errors within the IT estate and chairing the Digital Services CAB (Change Advisory Board).

As required this role will manage significant/critical outages and report on issues and problems through to resolution.

Main responsibilities: 

1. To manage the ITIL change process, creating FSOC (Forward Schedule of Change, chairing the DS CAB and ensuring all changes adhere to the change policy and are approved and implemented without impacting service to the Force.
2. To manage the Problem Management process to ensure known issues are documented and root causes of incidents identified and resolved within the IT estate.
3. To manage major incident root cause analysis (RCA) and raise problem tickets, working with the business and Digital Services teams to fully understand the impact of problems.
4. To define, analyse, plan, forecast, measure, maintain and improve all aspects of the change and problem service. 
5. To manage changes to service, configuration items, organisational change, supplier change and associated documentation. You know how to Digital Services Change & Problem Manager Oct 2024
   request changes in response to incidents or problems that provide effective control and reduction of risk to the security performance and availability.
6. To identify and explore opportunities for service and business improvement. Provide analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed. 
7. To adhere to recognised, proportionate and pragmatic good DS support practice (incident management, problem solving, customer service, etc.).
8. To provide service continuity planning and support. This includes identification of information, systems that support critical business processes, the assessment of risks to those systems’ availability, integrity and confidentiality and the coordination of planning, designing, testing and maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity. 
9. To provide reports for ITIL practices for senior management presentation regarding OLA’s, SLA’s & KPI’s.
10. To understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.
11. To maintain focus on the whole life of service delivery: from designing to developing to delivering and operating, engaging with Digital Services teams, business owners and DS suppliers.
12. To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

Person Specification:

Knowledge:

• Digital Services (Level 5) professional qualification
• ITIL foundation certificate in IT Service Management, or similar
• Knowledge of relevant IT technologies and applications their use and application
• Strong knowledge of Change and Problem management process and tools
• Proven knowledge, acquired through hands-on experience, in a customer service undefined environment for deskside systems

Experience:

• Experience of working to policy, legislation and guidance
• Change Management
• Problem Management
• Continual Service Improvement
• Business Continuity Management
• Experience liaising with suppliers on more complex incidents and problems 

Skills:

• A positive “can do” attitude and flexibility in taking on a broad range of IT responsibilities and tasks at short notice
• A commitment towards delivery quality customer service to internal and external customers
• Excellent communication, listening and interpersonal skills, with the ability to communicate effectively with colleagues and external suppliers at all levels both technically and non-technically
• Excellent written and verbal communications skills
• Requires a high level of accuracy and attention to detail
• Demonstrable flexible approach to work, high level of self-motivation
• Ability to quickly absorb and understand the technical aspects of any new IT technologies
• Producing management reports

Special conditions: Regular travel throughout Warwickshire.

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