Newly created opportunity for an experienced Change and Problem Manager! If you have a passion for driving service improvement initiatives and delivering change, this role is for you.
An ongoing need for a Change and Problem team has been identified within our Information and Technology Services team, based at the Palmerston North campus.
Reporting to the Associate Director, Service Delivery you will be responsible to;• Lead and controlling change and problem management,• Develop and maintain effective governance around planned changes in IT Services,• Drive service improvement initiatives and deliver change with minimal disruption,• Adopt University’s Risk Management framework, to enable reporting, treatment, and escalation of risks and • Provide leadership to improve engagement and motivation of teams
To be successful, you must have previous experience in Change/Problem Management in an ITIL environment; be confident at developing strong and valued relationships; and be a proven leader amongst your peers, accustomed to motivating yourself and others through a demanding workload.
The Change and Problem Manager is accountable for developing and maintaining effective governance and oversight around planned changes to IT Services and the problem management process. Change Management• Primary responsibility for ensuring that ITS Change Management controls the lifecycle of all changes to IT Services, with the primary objective being to enable beneficial Changes to be made, with minimum disruption to IT services.• Leading the establishment, maintenance, and improvement initiatives to Change Management, and championing the process across ITS and with Service Owners.Problem Management• Primary responsibility for problem management to minimise both the number and severity of incidents and potential problems to the business/organisation. • Aim to reduce the adverse impact of incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.Service Governance• Foster a culture of collaboration and excellence across ITS to ensure changes to IT Services are well managed, supported by methodologies to improve awareness, desire, knowledge, ability and reinforcement of change. • Ensure effective controls and measures are in place to allow audit and reviews to be conducted effectively and efficiently. Audit & Risk Management • Ensure adoption of the University Risk Management framework, to enable effective proactive and reactive reporting, treatment, and escalation of risks.• Ensures that agreed audit activities (analysis, review, reporting, and facilitation) are occurring across ITS.Leadership• Provide leadership to improve engagement and motivation of teams, to gain buy-in to Change, Release, and Risk management practices with direct/in-direct reports and across teams within ITS.• Understands and supports the people and organisational change elements of technical changes, working with change agents and project managers to support sustainable and measurable methods.
Associate Director, Service Delivery
Change ManagementService Governance Audit & Risk Management Team ManagementLeadership Relationship ManagementOther• Manage and develop reporting processes encompassing IT service governance, risk, change and release management to support IT Service Management disciplines.• Maintain the role by developing and updating capabilities necessary to effectively carry out the function and responsibilities of the position, and keep relevant with industry changes.• Perform other relevant duties as required.
A degree in an appropriate field, and/or extensive experience in a similar role or roles.A qualification in ITIL Service Management.
Significant and successful experience in a similar position within a large complex IT organisation, and demonstration of advanced skills in:• Providing clear direction and leadership, and turning plans into action.• Initiative, judgement, and decision making.• Operating or leading Change Management and Change Advisory Board practices in a large IT environment.• IT Governance practices, including effective risk management and analysis.• The Software Development Lifecycle.• The tertiary education sector (would be an advantage.)• An understanding of Prosci methodology (would be an advantage.)• Relationship management - developing and maintaining good relationships with colleagues, and business (staff, students, faculty, academics), and external groups.
Technical Abilities• Developing and refining policy and processes documentation and managing its implementation.• Facilitation of meetings, and managing outcomes and decisions effectively.• Understanding development methodologies (such as Waterfall and Agile).• Writing and critiquing documentation, and presenting technical information to non-technical audiences.• Risk management framework methodologies.• Ability to delegate effectively, while building in feedback loops.Core Competencies• Drive for results: Highly organised, self-motivated with an excellent eye for detail.• Timely Decision Making: Strong qualitative and quantitative analytical skills, with the ability to make logical, well-reasoned balanced and timely decisions and sound judgements on complex matters.• Command skills: Takes unpopular stands if necessary and encourages direct and tough debate. Is looked to for direction in a crisis and is energised by tough challenges.• Integrity and Trust: Is widely trusted and is seen as direct, truthful individual who is helpful, keeps confidences, admits mistake, and doesn’t misrepresent themselves for personal gain.• Process Management: Knows to organise people and activities, what to measure and how to measure it. Can simplify complex processes to get more out of fewer resources.• Managing Through Systems: Can design practices, processes and procedures which allow managing from a distance.• Composure: Remains rational and calm when under pressure.• Customer focus: establishes and maintains effective relationships with internal/external customers and gains their trust and respect.• Interpersonal Savvy: Relates well to all kinds of people in and outside of an organisation ad builds appropriate rapport. Can diffuse even high-tension situations comfortably.• Excellent communication abilities, both written and oral.• Developing Direct Reports & Others• Willingness to share knowledge and expertise across the organisation.• Commitment to the principles of the Treaty of Waitangi, and the equity goals of the University