Jobs
>
Cardiff

    Service Desk – Change Manager - Cardiff, United Kingdom - trakcel

    trakcel
    trakcel Cardiff, United Kingdom

    1 week ago

    Default job background
    Description

    Role Outline

    As a Change Manager for our Service Desk, your primary responsibility is to oversee and manage changes to support Live customers and ensure smooth transitions for system change, whilst minimizing disruption to service delivery.

    You will work closely with various stakeholders, including Customer Services, Operational Delivery, Product, IT personnel, and management, to implement changes effectively and efficiently. Your role is crucial in maintaining the stability, reliability, and functionality of the service desk operations.

    ​

    Main Responsibilities

  • Develop, implement, and maintain change management processes and procedures on behalf of Customer Services and Support.
  • Working with the business, coordinate with relevant stakeholders to assess change requests, prioritize changes, and obtain necessary approvals.
  • Lead the evaluation of proposed changes for potential impact on customer environments, including risks and dependencies ensuring alignment with business objectives, customer service level agreements (SLAs), and compliance requirements. Identify, assess, and record potential risks associated with proposed changes, such as service disruptions, performance degradation, or security vulnerabilities.
  • Ensure internal and external stakeholders receive clear and timely communication regarding upcoming changes, including their purpose, scope, and expected outcomes.
  • Facilitate training sessions or workshops to educate service desk personnel on new processes or technologies resulting from changes.
  • Maintain accurate and up-to-date documentation of change management activities, including change requests, approvals, implementation plans, and post-implementation reviews.
  • Monitor changes throughout their lifecycle, proactively identifying and addressing any emerging issues or deviations from planned outcomes.
  • Report on KPIs and any change management performance metrics, such as change success rate, adherence to timelines, and resolution of issues or incidents arising from changes.
  • Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and reliability of change management processes within the service desk environment.
  • Remain abreast of emerging trends, technologies, and industry standards related to change management and service desk operations.
  • Support Incident Management – when required, overseeing customer issues until the problem has been mitigated or resolved.
  • If required, support helpdesk ticket execution during busy periods providing proactive responses to customer requests.

    • ​

    Skills and Experience- Essential

  • Bachelor's degree in computer science or a related field.
  • Minimum 18 months experience in a similar role.
  • Understanding of service management processes; particularly change management principles and practices.
  • Demonstrable problem-solving capability; able to analyze the impact of proposed changes on systems, services, and Users.
  • Strong interpersonal skills with demonstrable experience of liaising with external stakeholders, primarily external clients, and collaborating across functional teams to manage expectations/resolve conflicts.
  • Clear communication skills to ensure smooth change implementation and secure sound User product knowledge.
  • Meticulous and consistent attention to detail
  • Results focused – prioritizes and sustains focus on work that will have the greatest impact whether working independently or supporting team/stakeholders.

    • ​

    Skills and Experience-Desirable

  • Recognised industry qualification - e.g. ITIL Intermediate level or above and/or experience of service/change management in line with ITIL best practices.
  • Experience supporting SaaS platforms, specifically Salesforce.
  • Experience of the healthcare or pharmaceutical industry.
  • Understanding of Agile methodology.
  • Knowledge of data management, access, and reporting.
  • Morgan Hunt UK Limited

    Business Change Manager

    2 weeks ago

    Morgan Hunt UK Limited Cardiff, United Kingdom

    Exciting Opportunity: Business Change Manager · Location: Cardiff, United Kingdom · Hours: 35 hours per week · Contract: 12-month Fixed Term Contract · Salary: £47,745 - £53,934 per annum pro rata* · Morgan Hunt is proud to collaborate with the esteemed organistion in their searc ...

  • Brook Street UK

    Business Change Manager

    2 days ago

    Brook Street UK Cardiff, United Kingdom Full time

    Brook Street is working with a fantastic and well-known organisation. They are looking for a Business Change Manager, involving implementing new systems (HR, Finance & Payroll). This is a full-time opportunity, with an attractive salary and benefits package. Please note this is a ...

  • Fresh Recruitment

    Change Manager Legal

    2 days ago

    Fresh Recruitment Cardiff, United Kingdom

    Out client, a leading law firm, currently have an exciting opportunity for a Legal Change Manager to assist the firm inproblem-solving and removing obstacles for lawyers,acting as a conduit between the division's legal teams, IT and other Central Servicesteams. · **Your role and ...

  • The Legists

    Legal Change Manager

    1 day ago

    The Legists Cardiff, United Kingdom

    OVERVIEW: · - This is an exciting opportunity to join a supportive, ambitious and innovative firm. · - The role involves facilitating problem-solving and removing obstacles for lawyers. · - You will be responsible for developing change management plans for projects and/or change ...

  • phs Group

    Customer Change Manager

    3 weeks ago

    phs Group Caerphilly, United Kingdom Full time

    About The Role · Change Delivery and Project Management Experts. Be part of something wonderful · Customer Change Manager · Caerphilly · Full Time, permanent position – 36.25 hours · Competitive salary and excellent benefits · Are you ready to join a market-leading company and h ...

  • Harcourt Matthews Ltd

    Change Manager

    1 week ago

    Harcourt Matthews Ltd Bristol, United Kingdom

    **Change Manager** · **Bristol** · **60,000 - £70,000**+ Bonus & benefits · **The Company** · Due to continued growth and success, this international law firmhas an exciting opportunity for a Change Manager to join them. This award-winning firm is known for being welcoming and su ...

  • Ninetech

    Change Manager

    1 week ago

    Ninetech Cardiff, United Kingdom Freelance

    My client, a digital consultancy, are looking for a Change Manager with strong GDS experience for initial 6 month contract. · This role is paying upto £450 P/D OUTSIDE OF IR35 · Requires 2 days a week on site in Cardiff · My high profile Government Client is urgently recruiting f ...

  • Ninetech

    Change Manager

    17 hours ago

    Ninetech Cardiff, United Kingdom

    My client, a digital consultancy, are looking for a Change Manager with strong GDS experience for initial 6 month contract. · This role is paying upto £450 P/D OUTSIDE OF IR35 · Requires 2 days a week on site in Cardiff · My high profile Government Client is urgently recruiting f ...

  • Recruit4staff

    Change Manager

    5 days ago

    Recruit4staff Wales, United Kingdom

    Recruit4Staff are proud to represent their client, an internationally renowned construction & civil engineering company in their search for a Change Manager to work on their newly awarded contract in the Penrhyndeudraeth area · For the successful Change Manager our client is ...

  • Reed Secure

    Business Change Manager

    2 weeks ago

    Reed Secure West Brompton, United Kingdom

    **Our mission is simpleto help the world Love Mondays.** · Every week, thousands of people across the UK start a new job - and it's our job to help them get there. · REED is a specialist provider of permanent, contract, temporary and outsourced recruitment solutions · We require ...

  • Motability Operations

    Change Management Lead

    2 weeks ago

    Motability Operations Bristol, United Kingdom

    **About The Role**: · The Technology Division at MO is going through an exciting period of change as we look to transition to a Product and Data led function. Working closely with the Technology leadership team and workstream leads, this new role will be pivotal in supporting dev ...

  • Experis LTD

    Organisational Change Manager

    2 weeks ago

    Experis LTD Bristol, United Kingdom

    Organisational Change Manager - Bristol/Hybrid · Salary - £25,000 - £50,000 + Excellent Benefits + Bonus · Permanent Role - Hybrid working · Key Skills - Strategic Planning - Organisational Design - Delivering Change - Mobilisation of new technologies - Consultancy - Leading Work ...

  • Harcourt Matthews

    Change Management Lead

    1 week ago

    Harcourt Matthews Bristol, United Kingdom

    **Change Management Lead** · **Bristol** · **£70,000 - £75,000 **+ Bonus & benefits · **The Company** · Due to continued growth and success, this international law firm has an exciting opportunity for a Change Management Lead to join them. This award-winning firm is known for bei ...

  • Unite Students

    Change and Enablement Manager

    3 weeks ago

    Unite Students Bristol, United Kingdom

    **The Role** · The Change and Enablement Manager plays a key role in organising business wide change by supporting the delivery, implementation and optimisation of transformational projects from across the business in to the relevant functions/teams. · They are responsible for cr ...

  • eFinancialCareers

    Change & Release Manager

    3 weeks ago

    eFinancialCareers Bristol, United Kingdom

    **Excited to grow your career?** · **Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.** · **About the role** · We're looking for an experienced Change & Release Manager ...

  • Yolk Recruitment Ltd

    Business Change Manager

    2 weeks ago

    Yolk Recruitment Ltd Cardiff, United Kingdom

    Job Description · Yolk Recruitment Public Sector and Not-for-Profit is proud to be working with a trade union with a membership of over half a million nurses, midwives, nursing support workers and students, to appoint a Business Change Manager for this full-time, 12 month FTC opp ...

  • Yolk Recruitment Ltd

    Business Change Manager

    2 weeks ago

    Yolk Recruitment Ltd Cardiff, United Kingdom

    Yolk Recruitment Public Sector and Not-for-Profit is proud to be working with a trade union with a membership of over half a million nurses, midwives, nursing support workers and students, to appoint a Business Change Manager for this full-time, 12 month FTC opportunity. · The O ...

  • Pertemps Cardiff

    Business Change Manager

    1 week ago

    Pertemps Cardiff Cardiff, United Kingdom Freelance

    Job title: Business Change ManagerLocation: Cardiff - Hybrid opportunity.Salary: £47,745 - £53,934 depending on experience,Hours: 35 hours Monday to FridayPertemps are currently recruiting for a Business Change Manager for our client who is the world's largest nursing union and p ...

  • Excel Recruitment

    Project & Change Manager

    1 week ago

    Excel Recruitment Cardiff, United Kingdom Freelance

    A non-profit organisation is looking to recruit a Project & Change Manager to support the implementation of a new HR/Payroll and Finance system, ensuring a smooth transition between the old and new processes. · Key Responsibilities of the Project and Change Manager: · Design an e ...

  • yolk recruitment

    Business Change Manager

    1 week ago

    yolk recruitment Cardiff, United Kingdom Contract, Full time

    Yolk Recruitment Public Sector and Not-for-Profit is proud to be working with a trade union with a membership of over half a million nurses, midwives, nursing support workers and students, to appoint a Business Change Manager for this full-time, 12 month FTC opportunity. · The O ...