Service Change and Release Manager

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Key Information

Job title: Service Change and Release Manager  

Salary: £60,000 - £70,00 dependent on skills and knowledge                               Grade: 3

Contract type: TfL                                                                                                  Reference: (1743)

Team: Service Operations                                                                                       Directorate: TfL Corporate                       

Contract details: Permanent                                                                                  Location: Pier Walk / Hybrid

Application closing date: Thursday 24th July 2025

The Service Change and Release Manager will manage a team of Service Change and Release Analysts. The role holder will assure that all releases and changes, affecting 1,500+ technology applications are tested and released into live service operation without unplanned disruption, minimising the cost and reputational implications of poorly implemented changes and projects.

The role holder is responsible for the operation of and improvements to these transition service processes ensuring they continue to remain aligned with the wider Technology and Data service operations regime. The role holder ensures that all change activities are implemented in line with the appropriate technical, regulatory and security standards.

The role holder is accountable for the following activities as limited examples: service acceptance, service release management, service change management and post-implementation review

.

Key accountabilities

1. Accountable for managing all aspects of people management of a multi-skilled and engaged team of Service Change and Release Analysts working regular business hours whilst supporting teams in a 24*7 operating environment
2. Ensure that the appropriate Release and Change controls are in place and complied with by all internal teams, projects and suppliers in order to protect the Live environment and minimise disruption experienced by the customers
3. Ensure that all appropriate planning, risk assessment, and reporting is in place prior to implementation of a Release or Change to protect the Live environment and ensure the swift resolution of an disruptions to a service caused by a Change/ Release
4. Accountable for authorising all Releases and Changes and any decisions regarding their reliable delivery into the Live environment to ensure clear direction on these decisions and to provide a single point of escalation for any disruptions relating to these Releases/Changes to ensure resolution efforts can be coordinated effectively
5. Provide an assurance function for the transition of all projects being released into the Live environment to ensure that these Releases/Changes are adequately documented in order to protect the integrity of the Live Environment
6. Ensuring that all changes are accurately recorded in the Configuration Management Systems so that future work can be based on accurate information, enabling efficient and cost effective completion
7. Accountable for the Change Advisory Board to ensure that all transition and support requirements have been properly designed, understood and met prior to changes and releases being authorised

Skills

• Identifying team goals and objectives, motivating and leading others towards their achievement through the adoption of appropriate behaviours;
• Proven ability to influence at a management level, e.g. experience of presenting to department leadership level and reviewing service release and change performance with senior management; - Proven ability to manage the interactions between suppliers, in-house teams and customers necessary to reliably deliver quality change and release services within large-scale, complex operating environments;
• Proficient in risk management methods and techniques for the assessment and management of service and business risk;
• Creative problem solving and analytical skills;
• Good ability to identify opportunities and develop and implement solutions which lead to continuing service improvements;
• Ability to work under pressure and deliver to agreed timescales.

Knowledge

• A University Degree in the relevant technology/computer science subject/equivalent technical qualification or demonstrable professional experience
• In depth knowledge of Technology and Data Services or equivalent
• Desirable: Knowledge of TfL’s operating business services and locations
• Demonstrable knowledge of IT Service Management toolsets and processes
• IT Service Management qualifications required, such as ITIL and its practical operation in large organisations
• Awareness of the relevant national and international legislation pertaining to the Government/Public Sector IT – e.g. Data Protection Act, EU Procurement Directives and Freedom of Information Act
• Knowledge of best practice Release and Change technology processes used in large-scale, complex operating environments
• Knowledge of agile methodologies, such as Scrum

Experience

• Has worked within the technology industry in a management role reporting to a senior manager
• Proven experience of managing a group of highly skilled business Service Change and Release Analysts to deliver service transition capability in a complex, multi-site, preferably public service organisation
• Proven management experience of developing a customer-focused service culture within a technology department and enabling people development towards this objective
• Strong experience of understanding development, staging and production environments.
• Knowledge of cloud service models –IaaS, Paas, Saas
• Experience of working with a wide range of technical and other professionals including developers, support staff, business stakeholders, managers and third party suppliers;
• Experience of a Service/ Change and Release Manager role

Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.  

Benefits  
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below: 
Final salary pension scheme 
Free travel for you on the TfL network 
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays 
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional) 
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers 
Discounted Eurostar travel
 

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements. 

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.