Change Officer - Counter Terrorism Policing HQ
Metropolitan Police
- Birmingham
- Permanent
- Full-time
- Management of all submissions to the CSC Change Management process throughout their lifecycle to ensure good practice is followed and procedures adhered to.
- Define, roadmap, deliver and report upon service improvements pertaining to Change and Problem, in order to add value to the business.
- Produce regular, cogent reports aimed at multiple audiences to demonstrate all dimensions of data around Change and Problem, on demand and pro-actively.
- Organise and attend all local CSC Change Advisory Boards (CAB) and other relevant forums, as well as other meetings as directed by their line manager.
- Produce and deliver the Forward Schedule of Changes (FSC) to all CAB attendees and review all implemented Changes to ensure that they have met their objectives.
- Management of the CSC Problem Management process and to ensure good practice is followed and procedures adhered to.
- Lead on research into the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions, deployed through Change Management, for known errors.
- Experience of ITIL® service management process management, specifically Service Level Management, Change Management and Problem Management
- Experience of working within a managed service environment working to defined metrics and SLAs.
- Experience of IT hardware layers and typical deployment models.
- Experience of inter-departmental relationships and IT departments around the remit of service transition and service improvement
- Experience and ability to prioritise, execute tasks and make sound decisions in a busy Service Operations environment.
- Intermediate knowledge of Cisco and Microsoft technologies
- Good experience of data centre management including backups, failover testing, resilience and redundancy methodology
- Good experience of Infrastructure and Application monitoring and automation tools
- Good experience of data mining to be able to produce reports on Change and Problem areas.
- Excellent understanding of ITIL® Continual Service Improvement
- A high level of written and verbal communication skills. The role holder will be required to work closely with external departments, suppliers and all CSC teams.
- A mature, confident and adaptive approach to making sure that any cultural resistance to change and problem management is challenged and reshaped.
- Knowledge of ITIL (or Foundation qualified)
- Preferred experience within a secure police, defence or public sector environment
- Previous exposure to ISO 20000 and ISO 27000
- We analyse critically at level 2
- We take ownership at level 2
- We are collaborative at level 2
- We support, deliver and inspire at level 2
- Professionalism
- Integrity