Role description:
The purpose of this role is the responsibility for ensuring the creation, provision, administration and implementation for Policies, Processes and Tooling that will be in place to manage, assess and provide clear audit trail in regards the design of the service throughout its lifecycle within Technology & Change, whilst at all times safeguarding the production environment, alongside the maintainability of the service.
The successful candidate will provide guidance, expertise to Technology Operations, Technology Delivery and Programme Management colleagues to help shape support agreements, design processes and ultimately ensure smooth implementation / embedding of enterprise level solutions, regardless of their hosting
Key responsibilities:
1. Service Design and Transition to Service
Responsible for the early engagement with Technology & Change, ensure awareness and nderstanding impacts of future change to current production environment.
Creation of a Service Design Framework with outcomes like a Service Design Pack (SDP) for major projects.
Workshop / workstream for requirements gathering with internal stakeholders.
Clear understanding and interdependencies of working with multiple methodologies (SaaS, PaaS, IaaS, On-Premise).
Identify gap analysis in existing practises and create design patterns.
Creation or facilitation of documentation for onward consumption or evidence for Transition to Service.
Creation or updates of CMDB records or Knowledge Articles.
Upward cascade of updates for management consumption.
Pro-actively seek ways to improve business software processes, interactions and enablement capabilities.
Business process design modelling experience.
Facilitate and shape SLA agreements.
Identify risks to project whilst ensuring visibility for future considerations for on-going operations /product maintainability.
Collaborate with team members to determine best practices and requirements for software.
2. Change Management
• Responsible for Policy, Process for safeguarding production services from the introduction of service
impacting change.
• Responsible for the adherence and continual improvement of Change Management Policy ramework,
ensuring at all times in alignment with Risk and Audit Controls. (SOx Controls).
• Work with IT Delivery Feature teams to develop agile delivery approaches, whilst maintaining production stability and safety, in accordance with managed SOx controls.
3. Release Management
• Responsible for the adherence and continual improvement of the formal Release Management Governance and Framework.
• Responsible for ensuring predictable, stable and repeated processes are in place to track adherence to Release Management Governance.
• Engagement with Strategic 3rd Party Suppliers to ensure Release schedule alignment and facilitate issue investigation and management.
• Maintain a knowledge of code and branch management structures to allow suitable Release Management plans to be developed.
• Responsible for thegeneration of Release Status reports, detailing Release quality metrics including
outstanding issues, risks and any tactical mitigating activities.
• Ensuring Service Transition Engagement in relation to Defect Management in accordance with repeatable issues and/or Risks associated.
• Ensure IT Operational readiness for all scheduled changes
• Responsible for the definition of Release Warranty, including exit criteria.
4. Continual Process Improvement
• Increase departmental efficiency through identification and implementation of process improvements.
• Educate and encourage understanding across all of Technology Operations with regards to new and planned project deliveries and their potential impact. Facilitating cross group discussions and agreements that affect the department.
Key skills/knowledge/experience:
* Strong Technology Service Management background - particularly relating to Service Design, Operation and Transition, but with in-depth knowledge and experience of Change, Release, Incident and Problem Management. Self-motivated achiever who gains satisfaction from providing excellent service to their customers.
* Good understanding of delivery methodologies – Waterfall, Agile, DevOps, Scrum, Kanban
* Be a positive influencer with ability to negotiate across both technical and non-technical department
* Strong analysis capability and ability to implement process definition, introduction and improvement. Excellent verbal and written communication skills are required along with the ability to discuss technical information to non-technical staff