Change and Configuration Manager

05 May 2018
21 May 2018
Contract Type
Full Time
SCC - Specialist Computer Centres is the leading IT Services organisation in the UK .

Our service management division is expanding creating a real career opportunity for an experienced Change and Configuration Manager to join our operation at our offices in Warrington .

Role Overview:

Reporting to the Service Operations Manager (Change, Configuration & Release Management); this position is available to a candidate who will be responsible for managing the day to day activities of Change and Configuration Management, within a defined customer portfolio.

This role will be responsible for the lifecycle planning, control and management of hardware and software assets, systems and/ or service(s), including information relating to those assets and their dependencies and relationships, whilst ensuring service stability is maintained through structured Change and Configuration Management activities.


• Apply a structured methodology and lead Change and Configuration activities
• Ensure that all processes and related documentation are valid at all times
• Consult and coach stakeholders in Change and Configuration Management processes as required
• Ensure all elements of Changes are complete to the required standard prior to change approval, to ensure risk and impact mitigation
• Chair CAB / ECAB in line with agreed guidelines
• Enable and support reinforcement mechanisms to ensure the Change and Configuration Management processes are not breached, bypassed or misused
• Chair Post Implementation (PIR) meetings and complete PIR reports for all non-successful Changes
• Support the Major Incident Management function by supporting Major Incident Review activities for or changes resulting in P1 / P2 incidents
• Ensure that all in scope CMDB updates are applied post Change closure, in line with agreed standards
• Ensure that a consistent view of the customer estate is maintained to support both operational services and change activities
• Agrees CIs to be uniquely identified with naming conventions
• Champion the business value and policies for the Configuration Management System
• Work closely with Change and Configuration analyst(s) to ensure that Service Assets are accounted for and are accurately reflected in the CMDB
• Ensures consistency exists between CMDB and SCCM
• Assist in the management, maintenance and automating of CM tools
• Evaluate and recommend methods and tools for streamlining and improving processes
• Analyse configuration issues and propose appropriate resolutions
• Drive service improvement against the agreed Service Improvement Plan (SIP)
• Support daily operational review(s) as required
• Ensure that all reports are accurate prior to distribution .

Skills Knowledge & Experience:

The following general capabilities will be required:
• Good interpersonal skills, with the ability to communicate clearly and effectively
• Identify the work required and organise, facilitate and / or perform the work with only minimal guidance from management
• Good analytical skills; a structured and methodical approach
• Highly organised, with the ability to plan for short- to medium-term objectives
• Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness catering for internal and external resolvers
• Commitment to quality standards and continuous improvement
• Demonstrable customer presentation experience to all levels of customer interface
• Delivery of effective training packages in line with defined process and procedure, internally & external to customers
Specialist Skills and Knowledge
The person selected for this position must be able to show that they have relevant practical experience of:
• Practical experience of Change and Configuration Management
• Proven customer support experience in a large scale and diverse environment, with a particular emphasis on the use of Change and Configuration Management processes
• An understanding of Service Level Agreements (SLAs) and their application
• Knowledge and use of Service Management software, preferably ServiceNow
• Strong business skills with proven track record in process development and execution
• An ability to get things done in a matrix environment through persuasion and influence
• Strong peering skills and ability to influence across disciplines with credibility
• Proven experience in managing, auditing and reviewing large, complex and federated CMDBs
• Knowledge and use of MS SCCM
• Strong data analysis experience
• Certification in and commitment to service management best practice as defined by ITIL.
• ITIL V3 Transition or RCV
Desirable Skills and Knowledge
• Tenacity
• Calm approach to difficult situations
• Ability to deliver structured detail to all levels of customer or SCC/H organisation
• Desire to champion CCR Management processes

We offer a very competitive salary plus benefits associate with a large and successful organisation.

Interested ?

Then click the response button now !

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Contact Name

Chris Hamer


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