Change and Configuration Management Process Owner

Join the Tech and Data department at Rituals during an exciting time of rapid growth and technological evolution. As we enhance our technology landscape your role will be crucial in delivering seamless and reliable experiences across our stores warehouses digital platforms and support environments. You will own and drive the core ITIL processes of Change Management and Configuration Management ensuring process excellence and integration across Rituals.

Meet the Team

Become a key member of the Service Integration & Management (SIM) function reporting to the Head of IT. Collaborate closely with internal delivery teams business stakeholders and external service providers to elevate process consistency and maturity in our complex multi-vendor environment. With technology pivotal to Rituals brand promise your role ensures the stability responsiveness and continuous improvement of our IT services. Passionate about cross-team collaboration and service reliability this is your chance to make a meaningful impact.

The Process Owner is accountable for the design governance and continuous improvement of both the Change and Configuration Management processes.

Key Responsibilities:

1. Define and Maintain the Processes

   • Establish and document the Change and Configuration Management processes policies and standards.
   • Define the lifecycle for changes and configuration items (CIs).

2. Governance and Compliance

   • Ensure compliance with internal standards and external regulations for both processes.
   • Implement controls for data quality CI ownership and traceability in change activities.

3. Integration with Other Processes

   • Ensure seamless integration with Incident Problem Release and Asset Management processes.
   • Govern the use of CI data for impact analysis root cause analysis and audit reporting.

4. CMDB and Change Management Strategy

   • Define the CMDB structure including CI classes relationships and required attributes.
   • Decide on discovery methods (manual vs. automated) and integration with change management systems.

5. Define KPIs and Success Metrics

   • Set goals for change success rates data accuracy and completeness of CIs.
   • Drive reporting to track change efficiency CI health stale records and unauthorized changes.

6. Continual Improvement

   • Lead efforts to improve process efficiency and CI reliability.
   • Implement lessons learned from audits and incidents related to change and CMDB issues.

7. Role and Policy Management

   • Define roles such as Change Managers CI Owners and Configuration Librarians.
   • Ensure access control policies for CMDB and change management tools are in place.

Qualifications :

Skills and Qualifications:

• Strong organizational skills and attention to detail.
• Excellent analytical and communication skills.
• Technical expertise in IT systems and management tools.
• Leadership and collaboration skills to influence cross-functional teams.

• ITIL certification or equivalent is preferred.

• Required ServiceNow Knowledge and prior experience

Remote Work :

No

Employment Type :

Full-time