About Us

RFL is a leading healthcare provider known for its cutting-edge services and commitment to patient care. Our ITSM team plays a vital role in supporting the Trust's mission by ensuring that IT changes are implemented smoothly, with minimal disruption to our services.

The Role

As the change manager, you are responsible for overseeing the entire change management process within the trust. You will lead the change advisory board meetings, monitor and track changes through system, and maintain the change calendar. You will manage the software advisory group and oversee endpoint-related licenses and contracts, ensuring compliance and efficient use. You will be responsible for managing the asset database and producing regular reports on change and asset management performance.

What We're Looking For:

• Proven experience in a change management role, preferably within a large and complex organisation.
• Strong understanding of ITIL processes and experience using IT service management tools.
• Excellent organisational, communication, and leadership skills.
• Ability to work independently, manage multiple tasks, and engage with stakeholders at all levels.

Benefits include 27 days holiday plus bank holidays and Contributory pension scheme.

Main duties of the job

Change Management Process

Manage the change management process.

Ensure changes are documented, reviewed.

Schedule and manage the implementation of changes.

Verify the successful implementation of changes, address any issues or backing out changes.

Ensure changes are recorded in the asset database and monitor unauthorised changes.

Change Advisory Board (CAB)

Organise and chair CAB meetings.

Monitoring and Reporting

Monitor changes to ensure they are tracked from initiation to completion.

Software Advisory Group (SAG)

Lead SAG meetings, review and approval of software-related changes.

Licenses and Contracts Management

Monitor licenses and contracts, ensuring they are up-to-date, compliant, and cost-effective.

Asset Management

Manage the asset register to ensure accurate and timely recording of all assets.

Team Supervision

Directly supervise ITSM analysts assigned to change and/or asset management, providing coaching, mentoring, and performance monitoring.

Service Level Management

Manage change and asset management service levels, participating in the establishment and management of SLAs.

Stakeholder Engagement

Act as the primary point of contact for change management, engaging with stakeholders.

Continuous Improvement

Identify opportunities for improving the change management process.

Other Duties

Serve as a member of the endpoint management team.

Provide out-of-hours support on a rota basis.

Full job description listed in attachment.

About us

Our trust has around 10,000 staff serving 1.6 million patients. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital and more than 30 services in the community. This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our patients.

Our mission is to deliver world class care and expertise in our clinical services, underpinned by world class teaching and research and we will continue to measure our progress against our five governing objectives: excellent outcomes, excellent patient and staff experience, excellent value for taxpayers' money, being safe and meeting our external duties, and building a strong organisation.

Everyone is welcome at Royal Free London NHS Foundation Trust. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME, gender equality, staff carers and people with disabilities and lived experiences to promote good relations and understanding between our staff.

Job description

Job responsibilities

Change Management Process

• Manage the change management process to ensure beneficial changes are implemented with minimal impact and maximum efficiency.
• Ensure all changes are documented, reviewed, and approved according to Trust procedures.
• Schedule and manage the implementation of changes, maintaining a forward schedule and ensuring compliance with standard lead times and user requirements.
• Verify the successful implementation of changes, addressing any issues or backing out changes as necessary.
• Ensure all changes are accurately recorded in the asset database and monitor for any unauthorised changes.
• Produce, maintain change and asset management process documentation, ensuring all relevant staff are appropriately trained.

Change Advisory Board (CAB)

• Organise and chair the weekly CAB meetings, ensuring that all change requests are properly assessed for impact, risk, and alignment with Trust objectives.
• Collaborate with various teams to ensure successful and minimal disruption of changes.

Monitoring and Reporting

• Monitor all changes through Freshservice, ensuring they are tracked from initiation to completion.
• Produce daily, weekly, monthly metrics and performance analysis reports, identifying trends and implementing solutions where necessary.

Software Advisory Group (SAG)

• Lead the weekly SAG meetings, focusing on the review and approval of software-related changes.
• Ensure all software deployments, updates, and removals are managed in line with Trust policies and procedures.

Licenses and Contracts Management

• Monitor endpoint-related licenses and contracts, ensuring they are up-to-date, compliant, and cost-effective.
• Manage any changes associated with licenses or contracts, including renewals, amendments, and terminations.
• Management and review of SLAs with third party vendors.

Asset Management

• Manage the asset register to ensure accurate and timely recording of all assets, including regular data imports, and monitoring for discrepancies.
• Harvest and cleanse data from legacy sources, ensuring the accuracy and integrity of the asset database.

Team Supervision

• Directly supervise ITSM analysts assigned to change and/or asset management, providing coaching, mentoring, and performance monitoring.
• Set work schedules, conduct regular team briefings, and serve as a point of escalation.
• Participate in the selection and performance review process for team members.

Service Level Management

• Manage change and asset management service levels, participating in the establishment and management of service level agreements.
• Initiate and lead process improvement efforts to enhance the effectiveness and efficiency of change and asset management.

Stakeholder Engagement

• Act as the primary point of contact for change management, engaging with stakeholders to ensure their needs are met and keeping them informed of any changes that may affect them.
• Provide training and support to teams across the trust on change management processes and best practices.

Continuous Improvement

• Identify opportunities for improving the change management process, including automation, enhanced reporting, and better integration with other IT service management processes.
• Stay up to date with industry best practices and bring forward new ideas to enhance the Trusts change management capabilities.

Other Duties

• Serve as a member of the endpoint management team, participating in the implementation of the endpoint strategy and operational improvements.
• Ensure adherence to all NHS, Trust, directorate, and departmental policies and procedures.
• Participate in IT infrastructure projects related to designing and implementing Change Management and/or Service Desk processes and procedures.
• Provide out-of-hours support on a rota basis, per departmental procedures.

Person Specification

Royal Free World Class Values

Essential

• Demonstrable ability to meet the Trust Values

Educational & Professional Qualifications

Essential

• A Degree level education in computing or technical qualifications relating to IT service management

Experience

Essential

• 4 years experience in direct delivery of support to users of IT services
• 2 years experience in an IT service management role with a focus on Change Management

Skills and Apptitudes

Essential

• Change Management
• Assessments Management
• Release Management
• Installation of desktop hardware, systems and applications
• Windows operating systems
• PC and Printer Hardware
• Remote implementation of software installations and changes
• Local area networks
• MS office applications
• MS outlook
• Internet explorer
• MS exchange
• ITIL best practice as applied to change and asset managemnt

Skills and aptitude

Essential

• Lead a team through communication, objective setting and monitoring and example
• Supervise individuals at remote locations
• Obtain results in an matrix environment from individuals not direly managed
• Proactively provide excellent user support
• Interact with users in a professional service-orientated manner
• Appropriately handle conflict
• Apply an organised and practical approach to logically diagnose and resolve basic IT service faults
• Schedule and manage resources in a dynamic environment
• React to unplanned events efficiently and appropriately to ensure minimal impact to the delivery of IT services
• Design and implement procedures to support new or changed services
• Collect and analyze metrics as input to performance improvement

Employer details

Employer name

Royal Free London NHS Foundation Trust

Address

Royal Free Hospital

Pond Street

London

NW3 2QG

Any attachments will be accessible after you click to apply.

391-RFL-6615571