The Change and Release Management Lead will be responsible for defining, designing, implementing and overseeing the effective management of change and release processes within the organisation. This role requires a proactive approach to identifying and mitigating potential issues, ensuring minimal disruption to service delivery. The ideal candidate will possess a deep understanding of ITILv4 principles and have a proven track record of successfully managing change and configuration in a fast-paced MSP environment.

· Define, document and implement the Change Enablement and Release Management processes, policies and workflows in alignment with ITIL v4 principles

· Act as the process owner and lead for all change and release activities, driving continuous improvement and operational excellence

· Chair the CAB and ECAB where necessary, ensuring accurate risk assessment, approval and scheduling of changes

· Coordinate with internal and external stakeholders to ensure timely and effective implementation of changes.

· Establish release governance, calendar management and deployment coordination processes

· Conduct impact assessments for major changes, implementing risk mitigation strategies to prevent service disruption.

· Track and report on KPIs, SLAs, and other performance metrics for Change and Release Management.

· Conduct regular reviews of change and management processes, identifying areas for improvement and implementing necessary changes.

· Work closely with Service Delivery Managers to support them in their role and ensure high levels of customer satisfaction.

· Provide training and support to team members on change and configuration management best practices.

Key Requirements:

· ITIL v4 certification is essential.

· Minimum of 5 years of experience in change and release management within an MSP environment.

· Demonstrable experience of implementing and maturing change and release governance

· Strong understanding of ITIL principles and best practices.

· Excellent analytical and problem-solving skills.

· Strong leadership and team management abilities.

· Exceptional communication and interpersonal skills.

· Ability to work effectively under pressure and manage multiple priorities.

Desirable Skills:

· Experience with ServiceNow or similar IT service management tools.

· ITIL v4 CDS, PIC or DPI certification

· Understanding of how to adapt Change/ Release practices

· Understanding of cybersecurity principles and practices.