NB: All candidates applying to work for Accenture UK must have a valid UK work permit or be entitled to work in the UK. All successful applicants may be required to go through a CRB check
Job Purpose:
The change manager oversees the day-to-day execution of the IT change management (ITCM) process and policy across the NHS PACS Programme. This includes auditing policy compliance, championing procedural participation, reporting effectiveness in key performance indicator (KPI) and metrics attainment, analyzing process improvement, and communicating on a thorough and consistent basis throughout the Programme.
The change manager champions, monitors and enforces established change management procedures that are specific to request-for-change (RFC) control of the production environment. He or she provides support to domain-specific change management resources in various locations, business areas and departments, as well as for subcontractors, vendors and customers, by coordinating approved change requests and integrating them with configuration and release management procedures.
Main Activities / Tasks:
- Functions as the day-to-day-operations subject matter expert in ITCM
- Acts as policy guardian for the change management process, including responsibility for standards issuance and revision of procedures or forms, as appropriate
- Coordinates daily ITCM activities across the IT organization
- Creates standard procedures for the issuance and approval of standards documents
- Leads or participates in all change advisory boards (CABs) through the RFC process life cycle, including the emergency CAB (ECAB), National CAN (NCAB) and the NME CAB.
- Reviews change requests for completeness and quality, from documentation to post-implementation review
- Audits to ensure that change implementers are updating change records accurately and in a timely way
- Provides final approval as prescribed by the process policy
- Produces, oversees and controls the change schedule
- Negotiates scheduling conflicts based on business priorities
- Arranges/facilitates appropriate change management team meetings
- Arranges and facilitates appropriate post-implementation review activities for changes, as prescribed by the process policy
- Acts as a focal point for complaints and suggestions
- Participates in incident and problem analysis for possible consequences of a change and its implementation
- Monitors trends and reports on change management process metrics
- Communicates modifications to the change management community
- Provides training on the change management process
- Manages standard or preapproved change procedures, including assessment, final approval and list management
- Manages ITCM process compliance with audit requirements by tracking and monitoring identified regulatory artifacts
- Manages any change coordinators or administrators (or other operational roles) in the ITCM process
- Works independently, but will collaborate across domains and all service management processes, in particular incident, problem and release management
- Works with various ITCM roles across IT domains, whether collocated or distributed
- Leads the internal CAB in reviewing, authorising, rejecting or tabling RFCs
- Participates in weekly or daily critical incident and problem meetings
- Participates in ITCM technology evaluations and decisions, and manages the day-to-day use of ITCM tools
- Identifies appropriate people and roles to offer input on performance and scope
- Describes outcomes of critical success factors (CSFs) and KPIs - for example
- KPI: Increase successful RFC percentage.
- KPI: Decrease emergency/urgent RFC percentage.
- KPI: Increase standard RFC percentage.
- KPI: Increase quality of RFC submissions
Qualifications
Required Education / Professional Training:
Bachelor's degree in computer science, management information systems (or related field), or equivalent experience
IT Infrastructure Library (ITIL) certification required (Foundation-level v2 or v3, and Intermediate-level, including Service Transition, and Release, Control & Validation.
Knowledge, Skills & Experience:
- Significant IT experience preferred plus management leadership experience
- Incident, problem or change workflow automation tool experience a plus
- Proven ability to build and manage relationships in a matrixed environment
- Strong organizational skills; ability to manage multiple projects with competing demands for resources
- Strong analytical, multitasking and prioritization skills
- Proficiency in working in a fast-paced, complex, dynamic and multicultural business environment
- Proven ability to build relationships and influence individuals at all levels of the organization
- In-depth knowledge of IT end-to-end change management, encompassing project management, application development and operational procedures
- Ability to understand strategic business objectives and ITCM commitments
- Proven ability to communicate with all levels of technical and management staff
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
