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, delivering these services in a better way, every day. We have strong roots dating back to 1938, an ambitious growth agenda, and a continuously developing relationship with our new shareholder I Squared Capital who acquired Arriva in May 2024. We’re hiring for a 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 delivering process ownership and governance, 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, 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, whether hardware, operating system, configuration, or software in nature, 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 to satisfy business and audit requirements. 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 with the aim of providing an early steer in change and release management. 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 (including availability, performance, security and compliance of the business services impacted) and seek authority for those activities, reviews the effectiveness of change implementation. Maturing the ITSM capability not only in change but to contribute to improving and implementing practices, ensuring a roadmap of improvements and insights are developed and communicated out to key stakeholders. Ensure appropriate Performance Reporting, Quality, Compliance and Risk Management for ITSM processes in your area. Acting as SME, help create and configure reporting, business rules and workflows in the ITSM toolset for ITSM processes in your area. 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 and enhancing these to fit organisational culture. Proven ability to mentor/coach individuals as part of organisational development processes. Experience in other service management roles such as Incident Management, Problem Management, Knowledge Management, Configuration Management service acceptance, Service Level Management etc. Outstanding interpersonal and communication skills, able to communicate confidently across all levels of stakeholders. Excellent organisation skills. Finally, we’re looking for candidates aligned to Arriva’s values: caring passionately, doing the right thing and making a difference. What we can offer you in addition to a competitive base salary: True hybrid working – focusing on where you can best deliver for your customers, whilst still allowing for the required work life balance. A generous pension plan. Life Assurance plus access to one of the UK’s largest networks of medical professionals (UK based colleagues). 25 days holidays and statutory bank holidays per year (pro rata for mid-year joiners), and opportunity to purchase additional holiday in eligible windows. Access to our Employee Assistance Programme (EAP). Access to discounts and cash back through ‘The Village’ – our Online Reward Gateway. Eyecare vouchers. The opportunity to join our Employee Experience Forum – a community of people leading activity and initiatives to enhance Wellbeing, Career Development and Communications within our community in the Corporate Centre. The opportunity to join a Global Arriva Inclusion Network (GAIN) group- a community of people who are passionate about equality, diversity and inclusion. Free Arriva bus travel for you and immediate family outside of London – T&C’s apply And a truly wonderful team to be joining Why work for us? Arriva is a people focused business. In every part of Arriva, our people deliver high standards of customer service and work together to demonstrate kindness, determination, and resilience. Our values were created by Arriva people. They guide our actions and the way we work, helping to reflect and shape our culture. They focus on caring, integrity and making the difference. Our people choose to work for us, and to stay with us, because we are a great place to work. At Arriva, we strive to create a culture where we can all be ourselves, where we belong, feel respected and our differences celebrated. We actively seek out and value difference. We want our business to reflect the wide range of communities in which we operate, so we can serve them even better. The closing date for applications is Friday 29th November 2024. Arriva Group reserve the right to close this vacancy early.