Change and Problem Manager

Job Title: Change and Problem Manager
Job Reference: 51585

Location: London
Job Type: Permanent

£45000 - £52500 per annum, Benefits: Flex Pack. Bonus, Excellent Pension, Healthcare
Sector: IT

Posted 10 days ago

Change/Problem Manager


A great opportunity to join a global insurance organisation that is embarking on a major change programme. As Change Manager/Problem Manager you will ensure that only clearly defined and sanctioned change is released to production environments.


The change function is rapidly evolving and key to this role is someone who is able to champion the change processes within the organisation.


Key Requirements:
  • Significant experience in Change Management.
  • Experience in planning and successfully driving delivery of concurrent complex cross-business change projects.
  • Experience in working with a variety of Change governance frameworks and enhancing these to fit to organisational culture with emphasis on proven ability to mentor/coach individuals as part of overall organisational development process.
  • Proven experience managing stakeholders and leading small to medium sized teams to deliver to common goals.
  • Previous experience of working in a specific 'Problem Management' role (this is not an 'Incident' role)
  • Must have the experience and gravitas to lead and manage a team of cross functional/technical experts from across various business units.
  • Ability to demonstrate experience of owning a 'Problem' end to end and relevant interactions. 3rd party supplier/vendor management.
  • ITIL Certified (ITIL Expert is desirable).



Key Responsibilities:
  • Ensure that all changes to the live environment, whether, hardware, operating system, configuration, or software in nature, are appropriately controlled and delivered effectively in a manner that meets stakeholder requirements and avoids business disruption.
  • To ensure only clearly defined and sanctioned change is released to production environments, demonstrating adherence to process and appropriate documentation and approval to satisfy business and audit requirements.
  • Partake in Project/Change governance meetings and forums with the aim of providing an early steer in change and release management.
  • Ensure end to end problem management processes are coordinated and performed according to agreed processes.
  • Create, coordinate, liaise with appropriate resolver groups to ensure timely resolution of problems within agreed SLA targets. Ensuring support teams drive root cause investigations through to the implementation of a solution with sufficient rigour to prevent repeat incidents.
  • Formally close problem records. Plan, execute and document appropriate follow up activities relating to Major Problem reviews.
  • Proactive communications with all internal stakeholders/3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability.
  • Update and maintain the Known Error Database.
  • Contribute to design and development of Problem Management processes, tools, templates, documents and reports.
  • Provide education, guidance, support, to ensure adoption of and adherence to problem management processes.

Apply now

Consultant details

Philip Fanthom

Philip Fanthom

Direct telephone:
01932 245 500

Email consultant Consultant's LinkedIn
Philip Fanthom


Philip Fanthom

Managing Director

I joined Jenrick in 1997, as a Junior Consultant working within both permanent and contract markets.

From 2000 I began to focus the majority of my efforts within The City, successfully developing relationships within the Banking & Financial Services Sector - most of whom are still clients today.

In May 2006, I made the move to become Jenrick Group's Sales Manager, before gaining the opportunity to return to Jenrick IT as Sales Director, before taking on the role of Managing Director.

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