Job summary
This role is part of the IT Operations, who are responsible for:
- Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
- As IT subject matter experts, contributing to the design and development of new products and services
- Improving user experience in our systems and processes
- Proactively maintaining our IT service portfolio and reducing technical debt
There are a number of different teams within IT Operations, aligned to specific user needs / services.
Main duties of the job
The change and release manager works across all IT Operations teams to ensure that technical changes to IT services are adequately assessed for impact, prioritised, scheduled, authorised and implemented, and post-implementation reviews. They ensure this is done in line with processes and using appropriate tools. They chair the Change Advisory Board (CAB).
At this role level, you will:
- provide an escalation point
- make decisions for all technical changes
- co-ordinate releases and interdependencies
You will put people at the heart of everything you do - with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.
About us
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
- Salary including High-Cost Area Supplement
- Opportunity to join the NHS Pension Scheme
- Free 24/7 independent counselling service
- Learning and development opportunities
- Easy and quick transport links
- A range of attractive benefits and discounts
- Access to Blue Light Card and other NHS Discount Schemes
- Free Pilates classes
- Full support and training to develop your skills
- Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Job description
Job responsibilities
Leadership
- Mentor, coach, advise and train IT Operations / business teams on the value to practicing good change and asset management
Asset and configuration management
Availability and capacity management
- Responsibility for ensuring the implementation standards and procedures are met across multiple service teams, identifying capacity issues, interdependencies, stipulating the required changes and instigating these to maximise a successful change schedule
- Develop and lead on remedial action across multiple service teams
Change management
- Demonstrate broad industry experience in change management and implement a successful change management process from zero to full maturity
- Be the responsible owner for the Change Management policy and supporting processes
- Champion change management, actively improving and optimising current processes
- Lead the Post Implementation Review (PIRs) for changes and establish a learning culture both across IT Operations, and business teams
Community collaboration
- Work collaboratively in a group, and a matrix-managed environment, actively networking with others
- Adapt feedback to ensure its effective and lasting
- Use your initiative to identify problems or issues in the IT Operations team dynamic and rectify them, and / or work with other members of the directorate to influence and drive change
- Identify issues through agile health checks with the IT Operations team, and help to stimulate the right responses
Continual service improvement
- Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Continuity management
- Show an awareness of the IT standard continuity management processes and procedures
- Develop partnerships with Clinical, Operational and Technical leadership that focuses on maximising a successful change schedule, whilst reducing the disruption and associated risks to our Customers
Financial management
- Understand how to balance cost versus value
- Consider the impact of user needs
- Monitor cost and budget where they relate to change management (pay and non-pay) and know how and when to escalate issues
Incident management
- Diagnose and prioritise incidents, investigate their causes and find resolutions
- Develop a learning culture across the directorate where an incident has been driven from a change to a live service, identify opportunities to learn from and intiate / lead improvements
Ownership and initiative
- Own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management
- Initiate and monitor actions to investigate patterns and trends to resolve problems
- Effectively consult specialists where required
- Determine the appropriate remedy and assist with its implementation
- Determine preventative measures
Service focus
- Take inputs and establish coherent frameworks that work
Service Management
- Operate within a Service Management Framework (example: ITIL practices covering incident, problem, change, service request management)
- Contribute to the assessment of other service teams against a set of standards/criteria, providing guidance and support to drive successful outcomes
Service reporting
- Responsible for ensuring that the service management platform is kept up-to-date with all change and release management activities across multiple service teams
- Produce relevant reports in a standard format in an agreed timeframe (in-line with objectives and key results for individuals and teams)
- Work with stakeholders to discuss any changes in the reporting processes
- Gather and analyse quantitative and qualitative data and provide narrative that provides an interpretation for the dataset
Strategic thinking
- Work within a strategic context and communicate how individual, team and service activities meet strategic goals
- Contribute to the development of strategy and policies with the directorate
- Create, develop and maintain operating procedures and policies for the IT services you are responsible for, and contribute to the development of enterprise-wide policies and operating procedures (where they span multiple teams)
- Ensure alignment of operating procedures and policies in-line with national, sector (ICS) and industry best practice where it makes sense to do so
Technical understanding
- Understand the core technical concepts related to the role, and apply them with guidance
User focus
- Identify and engage with users or stakeholders to collate user needs evidence
- Understand and define research that fits user needs
- Use quantitative and qualitative data about users to turn user focus into outcomes
Other Duties:
- Participate in the on-call service
- Deputise for the IT Senior Management Team as required
- Occasional work may be required outside of core business hours to support major projects / programmes
- All other reasonable requests
- Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape
Job description
Job responsibilities
Leadership
- Mentor, coach, advise and train IT Operations / business teams on the value to practicing good change and asset management
Asset and configuration management
Availability and capacity management
- Responsibility for ensuring the implementation standards and procedures are met across multiple service teams, identifying capacity issues, interdependencies, stipulating the required changes and instigating these to maximise a successful change schedule
- Develop and lead on remedial action across multiple service teams
Change management
- Demonstrate broad industry experience in change management and implement a successful change management process from zero to full maturity
- Be the responsible owner for the Change Management policy and supporting processes
- Champion change management, actively improving and optimising current processes
- Lead the Post Implementation Review (PIRs) for changes and establish a learning culture both across IT Operations, and business teams
Community collaboration
- Work collaboratively in a group, and a matrix-managed environment, actively networking with others
- Adapt feedback to ensure its effective and lasting
- Use your initiative to identify problems or issues in the IT Operations team dynamic and rectify them, and / or work with other members of the directorate to influence and drive change
- Identify issues through agile health checks with the IT Operations team, and help to stimulate the right responses
Continual service improvement
- Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Continuity management
- Show an awareness of the IT standard continuity management processes and procedures
- Develop partnerships with Clinical, Operational and Technical leadership that focuses on maximising a successful change schedule, whilst reducing the disruption and associated risks to our Customers
Financial management
- Understand how to balance cost versus value
- Consider the impact of user needs
- Monitor cost and budget where they relate to change management (pay and non-pay) and know how and when to escalate issues
Incident management
- Diagnose and prioritise incidents, investigate their causes and find resolutions
- Develop a learning culture across the directorate where an incident has been driven from a change to a live service, identify opportunities to learn from and intiate / lead improvements
Ownership and initiative
- Own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management
- Initiate and monitor actions to investigate patterns and trends to resolve problems
- Effectively consult specialists where required
- Determine the appropriate remedy and assist with its implementation
- Determine preventative measures
Service focus
- Take inputs and establish coherent frameworks that work
Service Management
- Operate within a Service Management Framework (example: ITIL practices covering incident, problem, change, service request management)
- Contribute to the assessment of other service teams against a set of standards/criteria, providing guidance and support to drive successful outcomes
Service reporting
- Responsible for ensuring that the service management platform is kept up-to-date with all change and release management activities across multiple service teams
- Produce relevant reports in a standard format in an agreed timeframe (in-line with objectives and key results for individuals and teams)
- Work with stakeholders to discuss any changes in the reporting processes
- Gather and analyse quantitative and qualitative data and provide narrative that provides an interpretation for the dataset
Strategic thinking
- Work within a strategic context and communicate how individual, team and service activities meet strategic goals
- Contribute to the development of strategy and policies with the directorate
- Create, develop and maintain operating procedures and policies for the IT services you are responsible for, and contribute to the development of enterprise-wide policies and operating procedures (where they span multiple teams)
- Ensure alignment of operating procedures and policies in-line with national, sector (ICS) and industry best practice where it makes sense to do so
Technical understanding
- Understand the core technical concepts related to the role, and apply them with guidance
User focus
- Identify and engage with users or stakeholders to collate user needs evidence
- Understand and define research that fits user needs
- Use quantitative and qualitative data about users to turn user focus into outcomes
Other Duties:
- Participate in the on-call service
- Deputise for the IT Senior Management Team as required
- Occasional work may be required outside of core business hours to support major projects / programmes
- All other reasonable requests
- Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape
Person Specification
Education / Qualifications
Essential
- Masters degree level, or equivalent relevant experience
- Relevant change management qualification or equivalent experience
- Relevant management / leadership qualification or equivalent experience to masters level
- Service management and/or change management qualification or equivalent experience (example: ITIL)
Desirable
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- Experience of working in and with user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience of supporting and leading the implementation of changes and releases into a live service environment
- Experience of managing a change schedule, covering the triage, impact and risk assessment and scheduling management
- Experience of solving complex problems for users through the use of technology - reviewing highly complex facts or situations requiring analysis, interpretation or comparison of a range of options
- Experience of supporting the transition of products from Delivery into Live Service facilitating and ensuring a smooth transition
- Understanding of working in a matrix managed environment, including influencing and negotiating others to achieve desired business outcomes
- Management of financial budgets for a team (pay, on-call, consumables)
Desirable
- Experience of management products / services in healthcare (NHS)
Skills and Knowledge
Essential
- Lead the end-to-end change and release management lifecycle
- Lead service improvement and re-design initiatives, including policy development and implementation for multiple service areas
- Identify training needs and develop a professional development framework with your service portfolio
- Prioritisation of work - within the team and across the wider directorate
- Meet set targets or metrics for service
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
- Present complex information to large groups
- Strong technical knowledge and ability to keep ahead of digital and technology initiatives
- Use and develop our Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal Qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
Person Specification
Education / Qualifications
Essential
- Masters degree level, or equivalent relevant experience
- Relevant change management qualification or equivalent experience
- Relevant management / leadership qualification or equivalent experience to masters level
- Service management and/or change management qualification or equivalent experience (example: ITIL)
Desirable
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- Experience of working in and with user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience of supporting and leading the implementation of changes and releases into a live service environment
- Experience of managing a change schedule, covering the triage, impact and risk assessment and scheduling management
- Experience of solving complex problems for users through the use of technology - reviewing highly complex facts or situations requiring analysis, interpretation or comparison of a range of options
- Experience of supporting the transition of products from Delivery into Live Service facilitating and ensuring a smooth transition
- Understanding of working in a matrix managed environment, including influencing and negotiating others to achieve desired business outcomes
- Management of financial budgets for a team (pay, on-call, consumables)
Desirable
- Experience of management products / services in healthcare (NHS)
Skills and Knowledge
Essential
- Lead the end-to-end change and release management lifecycle
- Lead service improvement and re-design initiatives, including policy development and implementation for multiple service areas
- Identify training needs and develop a professional development framework with your service portfolio
- Prioritisation of work - within the team and across the wider directorate
- Meet set targets or metrics for service
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
- Present complex information to large groups
- Strong technical knowledge and ability to keep ahead of digital and technology initiatives
- Use and develop our Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal Qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
