Change and Release Manager

Summary

A change and release manager ensures that technical changes to IT services are adequately assessed for impact, prioritised, scheduled, authorised and implemented. They ensure this is done in line with processes and using appropriate tools. They chair the Change Advisory Board (CAB).

At this role level, you will:

  • provide an escalation point

  • make decisions for all technical changes

  • co-ordinate releases and interdependencies

Background

Background Components

Description Background

Has practical knowledge of release and deployment systems, including the monitoring of strengths and weaknesses. Demonstrates good working knowledge of own organisation’s policy framework, management structures and reporting procedures for the release management environment (within a change control context) and evidence of practical involvement in all stages of the information systems lifecycle, from feasibility through to support and in all stages of the service lifecycle.

Prior Knowledge and Skills

Work Activity Components

Title Details

Process and procedures

Acts as process owner for the change management process. Leads the assessment and analysis of change based on requests for change.

Plans and schedules

Develops implementation plans for complex requests for change, in terms of the overall assessment, approval and schedule for implementation, rather than the technical implementation.

Change development and implementation

Leads the development and implementation of changes, in terms of ensuring their progress through the change management process (rather than the technical development and

Status and progress reporting

Provides documentation including management information and statistics on the progress of changes for stakeholders, including performance against service level agreements.

Awareness

Promotes awareness of the importance of a structured change control process, working with other service management functions to ensure effective operation of the change control process and the consistency of procedures.

Supports and chairs meetings

Ensures that changes are properly impact-assessed and authorised. Chairs meetings that review and progress the control of changes, such as change advisory boards (CABs).

Risk evaluation

Evaluates risks to the integrity of service environment inherent in proposed changes and change implementations (including availability, performance, security and compliance of the business services impacted).

Change management system

Contributes to the evaluation or establishment of the change control system, ensuring conformance to documentation standards. Maintains the change control system in accordance with agreed procedures.

Review and audit

Reviews the effectiveness of change implementation, suggests improvement to organisational procedures governing change control. Participates in audits of the change control process and takes responsibility for resulting actions based on findings and recommendations.

Implementation and controls

Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.

Compliance

Ensures that release process elements are in full compliance with security policy and relevant national or international standards, for example ISO9001, ISO 20001, ISO 22301, ISO 27001, PCI-DSS, Sarbanes-Oxley

Release and deployment

Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and IT partners on release scheduling and communication of progress. Ensures that releases processes and procedures are applied and that releases can be rolled back as needed.

Processes, tools and methods

Identifies, evaluates and manages the adoption of appropriate release and deployment techniques, processes and tools, including automation tools, application management tools for software dependency, versioning and library/configuration control. Ensures that release and deployment processes and procedures are applied.

Post-release review

Conducts post-release reviews to inform improvement to processes and procedures and keeps stakeholders informed.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type

Analytical Thinking

Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.

Behavioural Skills

Conceptual Thinking

Acquiring understanding and insights regarding the underlying issues in complex problems or situations through the development of abstract representations, the identification of patterns and the analysis of hypotheses.

Behavioural Skills

Information Acquisition

Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them.

Behavioural Skills

Flexibility

Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly.

Behavioural Skills

Planning and Organisation

Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems and escalating if necessary.

Behavioural Skills

Decision Making

Making decisions at the appropriate time, taking into account the needs of the situation, priorities, constraints, known risks, and the availability of necessary information and resources.

Behavioural Skills

Attention to Detail

Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.

Behavioural Skills

Organisational Awareness

Understanding the hierarchy and culture of own, customer, supplier and partner organisations and being able to identify the decision makers and influencers.

Behavioural Skills

Cross-Functional and Inter-Disciplinary Awareness

Understanding the needs, objectives and constraints of those in other disciplines and functions.

Behavioural Skills

Teamwork

Working collaboratively with others to achieve a common goal.

Behavioural

Follow-up and Monitoring

Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary.

Behavioural Skills

Application Systems

Familiar with

Technical or functional understanding of Commercial Off-the-Shelf (COTS) applications and/or other bespoke software deployed within the organisation in order to provide system configuration, audit, technical, and/or functional support.

Technical Knowledge and Skills

Application Development Tools

Familiar with

Software tools which automate or assist part of the development process.

Technical Knowledge and Skills

Corporate, Industry and Professional Standards

Proficient in

Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain.

Technical Knowledge and Skills

Operational/Service Architecture

Proficient in

Knowledge of the IT/IS infrastructure and the IT applications and service processes used within own organisation, including those associated with sustainability and efficiency.

Technical Knowledge and Skills

Own Organisation’s IT Products and Services

Proficient in

The IT products and/or services supplied to internal and external customers by own organisation.

Technical Knowledge and Skills

Business Environment

Familiar with

The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective).

Technical Knowledge and Skills

IT Environment

Familiar with

The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations.

Technical Knowledge and Skills

Big Data

Familiar with

The discipline associated with data sets so large and/or complex that traditional data processing applications are inadequate. The data files may include structured, unstructured and/or semi-structured data, such as unstructured text, audio, video, etc. Challenges include analysis, capture, curation, search, sharing, storage, transfer, manipulation, analysis, visualization and information privacy.

Technical Knowledge and Skills

Cloud/Virtualisation

Familiar with

The principles and application of cloud/ virtualisation (including ownership, responsibilities and security implications). Use of tools and systems to manage virtualised environments.

Technical Knowledge and Skills

Development Approach

Proficient in

Understanding and application of different development approaches e.g. iterative/ incremental methodologies (Agile, XP, TDD, SCRUM) or traditional sequential methodologies (Waterfall or V-Model). Irrespective of development methodology a DevOps approach may also be taken where development and operational staff work collaboratively.

Technical Knowledge and Skills

Release Management

Proficient in

The management of the processes, systems and functions to package, build, test and deploy changes and updates which are bounded as releases into the pre-production or production environment; concession management on acceptance of level of non- conforming release items.

Technical Knowledge and Skills

DevOps

Proficient in

The collaborative approach consisting of agile practices, processes, and procedures designed to facilitate rapid IT service and product delivery. DevOps emphasizes people (and culture) and seeks to improve collaboration between development (Dev) and operations (Ops) teams with the aim of shortening the systems development life cycle to provide continuous release of high-quality software.

Technical Knowledge and Skills

Agile

Proficient in

A collection of methods, practises, tools and techniques, underpinned by the Agile Manifesto, that enable teams to deliver high value products and services in small, workable, increments. An Agile culture typically encompasses concepts such as Servant-Leaders; ceremonies, Stand-Ups, Sprints and Retrospectives; and the deployment of tools and techniques such as Backlogs and A/B Testing.

Technical Knowledge and Skills

Document Management Techniques

Proficient in

Methods and techniques for the organisation, storage and version control of information in both paper and electronic formats.

Other Knowledge and Skills

Legislation

Familiar with

Relevant national and international legislation.

Other Knowledge and Skills

Operations Management

Proficient in

Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities.

Other Knowledge and Skills

Quality Management

Familiar with

The system or method for the management of quality within the employing organisation’s Information Technology practices, including quality planning, assurance

Other Knowledge and Skills

Risk Management

Proficient in

Methods and techniques for the assessment and management of business risk including safety-related risk.

Other Knowledge and Skills

Techniques for Effective Meetings

Familiar with

Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.

Other Knowledge and Skills

Project Planning and Control Techniques

Familiar with

Methods and techniques associated with planning and monitoring progress of projects.

Other Knowledge and Skills

Custom Knowledge/Skills Components

Information Assurance

Proficient in

Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information.

Other Knowledge and Skills

Training Activities

Training Components

Title Details

Service Delivery

The service delivery processes: the systems, products, services, hardware and software environment.

Stakeholder Relationship Management

Negotiation, presentation and engagement skills to adapt and address the needs of different stakeholders to develop and maintain strong stakeholder relationships.

Systems Development

Systems development, including development life cycles and methods, organisation interfaces, typical corporate application architectures, project and programme management, risk management and change control.

Infrastructure Hardware and System Software

Hardware, communication networks and system software that provides the organisation’s IT infrastructure; features of the infrastructure that need to be taken account of in hardware/software installation, with due attention to sustainability impacts e.g. back-up and recovery, virtualisation techniques to optimise efficient energy use of system hardware components, load sharing in communication networks; availability and use of Cloud services.

Data Protection and GDPR

Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).

Service Management

Principles, methods and techniques for managing IT services, including the preparation, understanding and use of Service Level Agreements, Operational Level Agreements and underpinning contracts.

Security Awareness

Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.

Health and Safety

Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details

Deputising

Standing in for supervisor or manager on a temporary basis during periods of absence.

Job Shadowing and Special Assignments

Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.

Project Assignments

Participating in a project team, working group or task force established to deliver a solution to a specific problem or issue – especially valuable if the group is inter-disciplinary.

Mentoring

Acting as a mentor, advising those for whom there is no direct responsibility, on matters to do with their job role, career and professional development.

Research Assignments

Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management

Gaining Knowledge of Broader IT Issues

Increasing and maintaining currency of knowledge of broader IT issues through reading, attending and participating in seminars or conferences, special studies, temporary assignments etc.

Gaining Strategic Knowledge of Employing Organisation

Developing a comprehensive understanding of the business environment in which the employing organisation operates and its position, policies and direction in relation to industry, country and global issues.

Participation in Professional Body Affairs

Taking an active part in professional body affairs at branch, specialist group, committee or board level.

Negotiating and Influencing

Undertaking learning and practice of negotiating with and influencing others.

Team Leadership

Undertaking learning and practice of the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others.

Qualifications

Qualification Components

Title Awarding Body

ITIL 4 Specialist Drive Stakeholder Value (Managing Professional

AXELOS

ITIL 4 Strategist Direct, Plan and Improve (Managing Professional / Strategic Leader Module)

AXELOS

ITIL 3 Capability Module Release, Control and Validation (Intermediate)

AXELOS

ITIL 3 Lifecycle Module Service Transition (Intermediate)

AXELOS

Chartered IT Professional (CITP)

BCS – The Chartered Institute for IT

FEDIP Senior Practitioner

FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level

DDaT » IT Operations Job Family

IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with relevant criteria.

4 – Expert

You can manage configuration management for the organisation, ensuring value for the business and adherence to company policies. You can ensure that changes to assets are recorded and controlled appropriately. You can advocate organisational commitment to asset control.

DDaT » IT Operations Job Family

IT Ops – Availability and capacity management

You can define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. You can control and manage service availability to meet business needs cost-effectively, including managing the capability, functionality and sustainability of service components (such as hardware, software, network resources, and software or

2 – Working

You can manage service components to ensure they meet business needs and performance targets.

DDaT » IT Operations Job Family

IT Ops – Change management

You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.

4 – Expert

You can demonstrate broad industry experience in change management and can implement a successful change management process from zero to full maturity. You can champion change management, actively improving and optimising current processes.

DDaT » IT Operations Job Family

IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.

2 – Working

You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.

DDaT » IT Operations Job Family

IT Ops – Incident management

You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution, and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes.

2 – Working

You can diagnose and prioritise incidents, investigate their causes and find resolutions.

DDaT » IT Operations Job Family

IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

2 – Working

You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

DDaT » IT Operations Job Family

IT Ops – Problem management

You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

2 – Working

You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation.

You can determine preventative measures.

DDaT » IT Operations Job Family

IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

2 – Working

You can take inputs and establish coherent frameworks that work.

DDaT » IT Operations Job Family

IT Ops – Service management framework knowledge

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

1 – Awareness

You have a Level 3 service management framework qualification.

DDaT » IT Operations Job Family

IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost- effective use of new and emerging tools and technologies.

2 – Working

You can understand the core technical concepts related to the role and apply them with guidance.

DDaT » IT Operations Job Family

IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing

2 – Working

You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

DDaT » IT Operations Job Family

IT Ops – Community collaboration

You can contribute to the work of the community, building successful teams through understanding team styles and influencing and motivating team members. You can give and receive constructive feedback, enabling the feedback loop. You can moderate conflict resolution within teams. You can ensure that the team is transparent and that the work is understood externally. You can help teams maintain a focus on delivery while being aware of the importance of professional development.

3 – Practitioner

You can work collaboratively in a group, actively networking with others. You can adapt feedback to ensure it’s effective and lasting. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You can identify issues through Agile ‘health checks’ with the team and help to stimulate the right responses.

DDaT » IT Operations Job Family

IT Ops – Continuity management

You can provide service continuity planning and support. You can identify information and systems that support critical business processes, and assess the risks to their availability, integrity and confidentiality. You can co-ordinate planning, designing, testing and maintenance procedures and contingency plans, to address exposures and maintain agreed levels of continuity.

1 – Awareness

You can show an awareness of the IT standard continuity management processes and procedures.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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