Job Title: Change Manager (ITSM/ITIL) Salary: Up to £45,000 Location: Hybrid at any Focus Group Office (Shoreham/Exeter/Birmingham/Milton Keynes/Manchester/Carlisle/Congleton/Edinburgh) Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. This is an opportunity to play a leading role in our 200 people Service/Support Team, overseeing and managing changes related to incidents, service requests, and project related activities. The Change Manager will be responsible for coordinating and implementing changes with minimal disruption to services, ensuring compliance with ITIL principles, and maintaining the stability and reliability of associated systems. Principal Responsibilities/Duties Design and implement change management processes and procedures that deliver employee and customer adoption. Identify the scope, scale, and impact of change initiatives across the associated departments. Oversee the end-to-end process for changes resulting from incidents, service requests or project related activities. Ensure all changes are logged, assessed, approved, implemented, and reviewed in compliance with ITIL best practice. Conduct impact and risk assessments for proposed changes. Collaborate with the Service Desk and Service Delivery teams to identify changes required to resolve incidents or fulfil service requests including project activities. Coordinate urgent or emergency changes to address high-priority incidents while minimising service disruptions. Act as the central point of contact between the Service functions and customers for change-related communications. Communicate change schedules, impacts, and outcomes to relevant stakeholders. Develop and maintain a change schedule to track and prioritise changes. Coordinate resources and timelines for change implementation, ensuring minimal downtime and business continuity. Organise and facilitate Change Advisory Board (CAB) meetings to review and approve changes. Monitor the implementation of changes to ensure compliance with planned procedures and timelines. Establish reporting on change success rates, post-implementation reviews, and trends to improve processes. Identify opportunities to enhance the efficiency and effectiveness of the change management process. Implement lessons learned from change failures or delays to drive continuous improvement. Ensure changes comply with company policies, security standards, and regulatory requirements. Maintain accurate and up-to-date change documentation. Requirements Essential Skills Excellent understanding of ITIL practices, particularly Change, Incident, and Request Management. Fundamental understanding of IT Technology including Windows Servers & Desktop, Networking, M365, Cloud Services, VOIP Telephony, Experience using ServiceNow Strong problem-solving and analytical skills to assess change risks and impacts. Excellent communication skills to explain technical details to non-technical stakeholders. Ability to work collaboratively across teams and manage competing priorities effectively. Desired Skills Previous Experience working within and ITIL framework with a focus on Change Management. Previous experience with managing Changes within customer environments. Previous experience working within an IT or Telecoms MSP. ITIL v4 Foundation KPIs Successful vs Failed Changes % Emergency Changes less than x% Number of Changes raised over a defined period Change implementation vs OLA Post Implementation Reviews Completed CAB Efficiency CSAT Number of Changes associated with defined Change Candidates Benefits At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business. We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG. IND1