Incident Manager

Incident Manager

Job type: Full time, hybrid

Location: London, Durham, Lytham, Glasgow

Job summary

Primary responsibility for supporting the Head of Service Operations in delivery of contracted requirements in relation to operational and IT Services incident management, negotiating solutions with Service Providers as appropriate and developing and implementing improvement initiatives.

Work with Service Providers, you will primarily manage the Incident Management Process (for both Retail & B2B Clients) and co-ordinate actions and requirements from such events to a speedy resolution with minimum disruption to the business, client (as applicable) and customers.

Provide assurance to the Head of Service Operations that incidents are identified.

Ensure that changes to the scope of incident management are known (including the identification of risks and entity implications).

The business is currently going through a business transformation programme and during this time you will also work to assist in the implementation and transition of the incident management and service operations capability (SIAM) to deliver its future operating model.

Person specification

Essential experience

• Significant experience of working in a high volume, complex operational environment
• Experience of working within an out-sourced third-party environment and working with a complex set of management information and data.
• Operational background with evidence of working with digital customer operations, Back Office/support functions and operational IT.
• Experience of identifying and solving complex issues and problems.
• Experience of analysing complex information and MI in order to make decisions and drive the correct actions across the business.
• Experience of building strong relationships with internal stakeholders and third-party suppliers/partners.
• An understanding of operational digital and non-digital channels and the possible outcomes/issues on the desired resolution of problems and incidents.
• Experience of working in a service delivery environment which is Performance Indicator driven.
• Experience of using Incident Management Software/Tooling - eg ServiceNow.

Essential qualifications

• ITIL V3 and above

Essential skills

• Ability to lead and work as part of a team and to engage effectively with suppliers and customers
• Strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally
• Excellent analytical and problem-solving skills
• Strong sense of ownership and drive to follow tasks through to completion

Essential technical knowledge

• Knowledge of Service Management processes - eg Incident, Problem and Knowledge management.

Technical skills

• o Knowledge of Service Management processes - eg Incident, Problem and Knowledge management.

Benefits

Alongside your salary the company will contribute £12,258 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Additional benefits include:

• Learning and development tailored to your role
• An environment with flexible hybrid working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 28.97%
• Generous annual leave - starting at 25 days, increasing to 30 days
• Performance related variable pay bonus
• Enhanced maternity, paternity, adoption and shared parental leave

please submit your updated CV to be considered immediately.