Description
Reports to Change Manager
The Role
- Reports to Change Manager.
- Facilitation across different business areas to coordinate change request functions.
- Direct contact with senior internal and external customers.
- Provides cover for CDL Release Analysts when required.
CDL is one of the UK’s leading software development houses, employing over 600 people at its campus in Stockport. It has a consistent history in the high-volume retail insurance sector. CDL has spearheaded developments in the aggregator, web and telematics space, including connected home, enrichment and self-service solutions. As a result, the company’s robust and innovative technologies have enabled its customers to thrive in the highly competitive UK insurance marketplace.
Key Responsibilities
Coordinate Changes:
- Coordinate change requests and check the CRs for quality and quantity of information
- Draft client communications in line with the Change Management policy on notice periods and answers any client queries that arise
- Administration of changes in flight, ensuring approvals are completed in good time and that the status of changes are updated according to actions taken
- Work with the Change Manager to understand the impact of failed changes on clients and arrange and minute the PCR (Post change Review)
- Administration and Minute taking of CDLs twice weekly Change Control Board (CAB)
- Works with the Change Manager to understand the requirements for Emergency, Fast Track and Standard Changes and advises stakeholders on the appropriate use of these
- Participate in Client Change calls, ensuring that the relevant reports have been generated and distributed
- Input into the continuous service improvement (CIS) cycle of the change processes working under the guidance of the Change Manager.
- Work with CDL stakeholders and clients to ensure the change process is appropriately documented, communicated and understood.
- Understand underlying procedures and document as appropriate.
- Provide management information on change to clients and senior management as required.
- Carry out regular reviews of the change processes with CDL stakeholders and clients.
- Identify and recommend service improvements based on stakeholder feedback and observations
- Assist the Change Manager in completing regular audits of the change process.
- Review incident logs caused by changes to identify occasions where process has not been followed.
- Highlight any repeated non-conformance to relevant team leaders and the change manager where appropriate.
- Contribute and help develop Service Management initiatives.
- Work alongside the Change Manager to prevent “unauthorised changes”
- Identify and discuss any training required to increase knowledge and skills to carry out the full scope of the role.
- Take ownership for personal development.
Skills Knowledge and Expertise
- Educated to A level standard or equivalent.
- ITIL V4 or V3 Foundation qualification is desirable but not essential.
- Computer literate and experienced user of MS Outlook, Word, Excel.
- Proven ability and experience of using ServiceNow or other ITSM tool.
- Proven ability and experience of providing a high level of customer care.
- Ability to prioritise and organise workload.
- Excellent communication skills.
- Accepts ownership and takes responsibility.
Benefits
- Hybrid Working (2+ Days a Week in the office)
- Flexible hours
- 25 days holiday to start, increasing by 1 day per 1 year of service up to 30 days.
- Top employer for 8th year running
- Excellent training and development platform
- Opportunities for career progression
- Health and Wellbeing programme
- Virtual activities, lunch and learns, coffee mornings and meetups.
- Life and health assurance
- Electric Vehicle Scheme
- Established Recognition Award System
- Great Parental Benefits
- Diversity and Inclusion network
- Pension scheme
- Community projects and volunteer days
- Refer a friend bonus
- On-site free parking
- Open plan modern offices
- Quiet Spaces are also available
- Shuttle bus to and from the station
- Subsidised restaurant
- Games room and chill out zone
- Annual Hackathon & Deep Racer Events
- Social activities, regular social events through our social group Xtra, including a summer BBQ, competitions, bowling, go-karting, football games, Winter party and much more!
- Car wash, barber, yoga classes, boot camp and massage services all on site
- Cycle to work scheme
- Shower and dry rooms
We’re on a journey to keep innovating, that means welcoming new ideas and ways of thinking.
CDL recognises that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements and workplace adjustments with all our applicants.