Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries.
We’re hiring for an ITSM Process Manager – Change Management to join our team on a temporary basis for 12 months.
Reporting to the Service Management Office Lead, the position will be the subject matter expert for Change Management. You will own and improve the Change Management Process to deliver well planned and managed changes within our live IT environments.
Accountable for day-to-day management of the Change Management practices across Arriva Group, you will be a ‘change champion’ and ensure adoption across the group, delivering a transition to modern ways of managing Change across our technology teams.
This role is based from our Sunderland office, a minimum of 2 days per week with the rest focusing on where you can best deliver, whilst still allowing for the required work-life balance. The role operates Monday to Friday, 35 hours per week with 1 hour lunch per day.
You may be required to work as part of an on-call rota as part of this role.
Key responsibilities of the role:
* Ensure all changes to the live environment are appropriately controlled and delivered effectively in a manner that meets stakeholder requirements and avoids business disruption.
* Ensure only clearly defined and sanctioned changes are released to production environments, demonstrating adherence to process and appropriate documentation and approval.
* Provide clear visibility of planned future releases, ensuring appropriate knowledge and awareness across IT and the business of the impact of each release.
* Partake in project and business/IT change governance meetings and forums.
* Contribute to the ongoing improvement of the change governance framework.
* Ensure proactive communications take place with all internal stakeholders/3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability.
* Own and manage any CABs and ECABs.
* Evaluate risks to the integrity of service environment inherent in proposed implementations and seek authority for those activities.
* Maturing the ITSM capability not only in change but to contribute to improving and implementing practices.
* Ensure appropriate Performance Reporting, Quality, Compliance and Risk Management for ITSM processes in your area.
* Help create and configure reporting, business rules and workflows in the ITSM toolset.
What we'd like from you!
We’re looking for candidates with demonstrable experience in a project management environment, and with ITIL 4 accreditation (specialist level or higher and/or equivalent).
Candidates must also have demonstrable knowledge of IT infrastructure environment(s), and will benefit from planning and delivery of concurrent complex cross-business change projects.
Candidates must also demonstrate:
* Experience in working with a variety of change governance frameworks.
* Proven ability to mentor/coach individuals.
* Experience in other service management roles such as Incident Management, Problem Management, and Service Level Management.
* Outstanding interpersonal and communication skills.
* Excellent organisation skills.
What we can offer you in addition to a competitive base salary:
* True hybrid working.
* A generous pension plan.
* Life Assurance plus access to one of the UK’s largest networks of medical professionals.
* 25 days holidays and statutory bank holidays per year.
* Access to our Employee Assistance Programme (EAP).
* Access to discounts and cash back through ‘The Village’.
* Eyecare vouchers.
* Opportunities to join our Employee Experience Forum and Global Arriva Inclusion Network (GAIN) group.
* Free Arriva bus travel for you and immediate family outside of London.
* A supportive team environment.
The closing date for applications is Friday 29th November 2024. Arriva Group reserve the right to close this vacancy early.
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