Change and Configuration Manager - Cardiff

Scope of Position

 

Monitise, the leading mobile money experts, have created one of the most extensive and successful mobile banking and payments services in the world. It is a publicly listed business with in excess of 1m registered end users, a market capitalization of circa £150m and aggressive plans for further growth. Monitise has an extremely strong and supportive shareholder base that includes Visa, UBS, SCB and First Eastern.

 

Now in its seventh year of operation, Monitise has live mobile banking operations in both the UK and the US; with further business developments being progressed across other regions (India, Africa and Asia Pacific).

 

Monitise has Alliance Agreements in place with Visa Inc and Visa EU, where Monitise has been contracted to act as their principle partner to ‘mobilize’ Visa’s services. Work is also progressing to expand into the retail environment through the foundation of the Mobile Money Network with Best Buy Europe Plc and Travelex.

 

We are now looking for a Change and Configuration Manager.  The successful candidate will be working as part of the transition team within the Service delivery division, to ensure that Monitise products are released, implemented and supported to the highest levels.

 

Key Duties and Responsibilities

 

This is a position for  an experienced ITIL Change & Configuration Manager with experience of managing setting up and or overseeing Change and Configuration management processes in matrix style global organisations. Understanding and ability to review and analyze Change Requests (CRs) or Operational Change Requests to determine if the change has been sufficiently planned and tested to minimize disruptions to business-critical systems and ensuring that all changes are scheduled appropriately according to agreed maintenance windows. This includes review of roll-back plans, test results, customer and system impact analysis, communication plans and post implementation reviews. The change and configuration manager is responsible for the Quality Assurance of all changes ensuring that due diligence is observed during the SDLC and Transition into Live service ensuring releases are deployed with the least impact on the monitise live service.

The overall responsibility of the Change & Configuration Manager is to assist in setting up and the ongoing effective management of the Configuration Management System ensuring that changes to configuration Items (both software and hardware) are updated in line with the Change Management Process so that every change is linked to a hardware and or software configuration item.

 

The role requires a good appreciation of all the roles within the Service Delivery Team.
The Change & Configuration Manager will assist the Transition Manager, Service Manager and change rasiers in ensuring all Changes are implemented correctly to prevent any impact to service and also ensure that KPI’s for the area are adhered to.

 

Although the scope and focus of the day to day activities within the role may change dependent on business requirements, the following should be considered the core accountable activities:

 

Change Management

• Working closely with the Project Manager to ensure all Releases adhere to the Change Management Policy and Framework
• Production, ownership and communication of the forward schedule of Change
• Production,ownership and communication of the standard/BAU changes
• Coordination of Global CAB and distribution of Global CAB minutes /outcome
• Facilitate discussions on disputed change requests where stakeholders do not agree on priority, criticality, content or timelines for changes, and will escalate to the proper authority for decision.
• Training of individuals on the change management policy /process
• Design and reporting of change Management KPIs regularly to the senior Management in both Service Delivery and R&D
• Reporting of Change metrics to the senior Management in both Service Delivery and R&D
• Ensure all changes are implemented in a planned and authorised manner.tThis includes ensuring that there is a justifiable and urgent business reason behind changes raised as such. Coordinating an impact analysis to evaluate the urgency, the priority level and the scope of the change, identifying the specific configuration items and IT services affected by the change, planning the change, working with Test managers and their teams in testing the change, and ensuring the raiser of the change has a back out plan should the change result in an unexpected state
• Schedule monitor, manage and communicate change freezes
• Identify, report and resolve change scheduling conflict
• Coordinate the logging, assessment, prioritisation, approval and schedule for all types of changes (infrastructure HW, infrastructure shared services, application shared services, applications, support tools) The process should cover the end-to-end life cycle of changes from initiation to closure

Configuration Management

• Define, own and control configuration Management Policy and Process
• Link Configuration management and change management processes
• Maintain the CMDB
• Communicate and educate the team on configuration management principles
• Ownership of configuration management on all environments
• QA of application delivered to CVS by Development ensuring Release Notes and install instructions and configuration information meet the set out policies.

 

General

• Documentation, training, support of processes, procedures to a professional standard.

 

Person Specification

 

Education and Qualifications

 

Candidates must be educated to at least degree level or have equivalent experience in a relevant field.

  

Experience

 

Essential

• A sound understanding and practical experience of the ITIL framework for Service Management.
• Experience of setting up Change and configuration Management function
• Experience of chairing Change approval Boards
• Management of virtual teams in matrix style organisations
• A background in service delivery or Service
• Experience in Java Applications
• Experience of Blade and Zone architecture

 

Desirable

• Experience of working with mobile products
• ITIL Certified

 

 

Skills and Competencies

 

• Ability to work effectively under pressure and manage multiple requests from multiple sources
• Self starter
• strong communication and interpersonal skills
• excellent understanding of software development life cycles
• change, configuration and release management
• confident in a client facing environment able to communicate effectively with senior management
• excellent written and verbal communication skills and be a team player
• sound organisational skills