IT Service Control Manager


Laura joined the Society as a Sales Advisor in 2006 within our Contact Centre. Laura moved over to the IT Service team in 2010 and received training and qualifications in IT best practice.

Laura was promoted to IT Service Control Manager in 2011 and was selected for the Society’s Management Development Programme in 2014, helping design and implement a secondment and development programme for clerical staff.

Why did you choose this particular career path? 

I had been in Customer Relations for 2 years, and I was working part time.  I wanted to get back to full time hours, and the IT Security Services position seemed like a new challenge.

What is involved in your role? 

I am an IT Change, Release and Problem Manager and am responsible for ensuring changes to IT systems are assessed, controlled and implemented with limited impact to end users.  I chair weekly Change Governance Meetings with IT management to assess and approve change plans.  If systems break or have reduced functionality, my team work with technicians and developers to put in place preventative actions to stop this reoccurring. 

Describe the support you received when you made the IT career move? 

I was provided with training and support for the processes I am involved with and I have fortunately been able to become ITIL accredited.  ITIL is a best practice methodology for IT Service Management and I have completed 3 qualifications in this. 

What do you like best about working here? 

From my experience I think the Society promotes from within and give existing staff the opportunity to learn new skills which I think is positive. 

How has the Society helped you develop? 

By giving me the opportunity to become involved in things outside of my job role.  In addition to my ITIL training, which is specifically relevant for my role, I have been a part of the Management Development Programme and I am on the Behavioural Competency project team.  Both of these encourage me to think outside of IT, and more generally about the business strategy and culture in which we work.