Overview:
The Change and Release Management Lead will be responsible for defining, designing, implementing and overseeing the effective management of change and release processes within the organisation. This role requires a proactive approach to identifying and mitigating potential issues, ensuring minimal disruption to service delivery. The ideal candidate will possess a deep understanding of ITILv4 principles and have a proven track record of successfully managing change and configuration in a fast-paced MSP environment.

Responsibilities:

• Define, document and implement the Change Enablement and Release Management processes, policies and workflows in alignment with ITIL v4 principles
• Act as the process owner and lead for all change and release activities, driving continuous improvement and operational excellence
• Chair the CAB and ECAB where necessary, ensuring accurate risk assessment, approval and scheduling of changes
• Coordinate with internal and external stakeholders to ensure timely and effective implementation of changes.
• Establish release governance, calendar management and deployment coordination processes
• Conduct impact assessments for major changes, implementing risk mitigation strategies to prevent service disruption.
• Track and report on KPIs, SLAs, and other performance metrics for Change and Release Management.
• Conduct regular reviews of change and management processes, identifying areas for improvement and implementing necessary changes.
• Work closely with Service Delivery Managers to support them in their role and ensure high levels of customer satisfaction.
• Provide training and support to team members on change and configuration management best practices.

Qualifications:

Key Requirements:

• ITIL v4 certification is essential.
• Minimum of 5 years of experience in change and release management within an MSP environment.
• Demonstrable experience of implementing and maturing change and release governance
• Strong understanding of ITIL principles and best practices.
• Excellent analytical and problem-solving skills.
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.

Desirable Skills:

• Experience with ServiceNow or similar IT service management tools.
• ITIL v4 CDS, PIC or DPI certification
• Understanding of how to adapt Change/ Release practices
• Understanding of cybersecurity principles and practices.

• Define, document and implement the Change Enablement and Release Management processes, policies and workflows in alignment with ITIL v4 principles
• Act as the process owner and lead for all change and release activities, driving continuous improvement and operational excellence
• Chair the CAB and ECAB where necessary, ensuring accurate risk assessment, approval and scheduling of changes
• Coordinate with internal and external stakeholders to ensure timely and effective implementation of changes.
• Establish release governance, calendar management and deployment coordination processes
• Conduct impact assessments for major changes, implementing risk mitigation strategies to prevent service disruption.
• Track and report on KPIs, SLAs, and other performance metrics for Change and Release Management.
• Conduct regular reviews of change and management processes, identifying areas for improvement and implementing necessary changes.
• Work closely with Service Delivery Managers to support them in their role and ensure high levels of customer satisfaction.
• Provide training and support to team members on change and configuration management best practices