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The IT Change Co-ordinator is responsible for

• handling change requests that are assigned to Mitie IT Change Management raised as per agreed change management processes.
• ensuring that all changes to Mitie's Production environment are fit for purpose.
• The role will challenge the risk-based nature of infrastructure planned activity.
• The IT Change Co-ordinator will support and deputise the Change Manager as required.

Your main role will be

• Quality assurance of RFCs as stage gate before RFC is authorised (correct assessment, approvers and priority),
• Responsible for the identification of the correct stakeholders for the approval of the RFC,
• Accountable for ensuring that there is an assigned Technical Assurance Manager to the RFC,
• Accountable for obtaining RFC approvals from a technical, Security, Service Owner and Business Owner.
• Attend / Run weekly RFC review meetings as required
• Attends CAB meetings to provide information and status on IT change(s), including managing them as required.
• Responsible for correct management of assigned RFC's through their lifecycle, Register, Review, Close and identification of Standard Change candidates, based on input from IT Change Implementer and IT Change Initiator,
• Take the Supplier Change Manager's role for any Internal RFC's raised within Mitie
• Reviews the progress of RFCs taking any actions to correct problems and/or take opportunities to improve service quality,
• Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out or have failed.
• To deputise for the Change Manager as required

Person Specification

• ITIL v3 Foundation Certificate is desirable
• Change Management Specialist Certificate is desirable
• Experience in ServiceNow (IT Service Management tool) is desirable
• A broad understanding of modern technologies and platforms, particularly networks, hosting, cloud, firewalls, web services, SAP, SharePoint, Active Directory and such forth is desirable
• Able to make effective decisions and take responsibility quickly
• Structured and methodical approach. Attention to detail and able to consider holistic implications of technical change
• Team player able to work with the minimum of supervision. Self-motivated and able to work under own initiative. Able to work with a variety of personalities to champion best practice / high quality change / implementation and rollback documentation
• Experience of service management in a high-pressure production IT services environment.
• Diplomatic and able to remain calm under pressure. Able to manage tense situations to disperse tension, focus on goals and negotiate outcomes. Confident to push back where necessary.
• A pragmatic but thorough approach to and knowledge of processes, methodologies and standards
• Good communication skills, both written and verbal. Able to communicate effectively and present compelling messages
• Understand the need for discipline and rigour in reporting, and have strong analytical capability
• Understanding of the business and wider IT and transformation roadmaps