Major Incident Manager
- Chippenham, Wiltshire
- Permanent
- Full-time
- Develop and own the end-to-end process & delivery within NEC for Major Incident Management
- The ability to lead and develop a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.
- Measure, monitor and review performance of the team and process using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy
- Ensuring the team is performant and skilled to the appropriate level
- Allocation of work within the team
- Support bid responses and the development of service offerings with the business stakeholders
- Be involved in maintaining compliance through preparation and attendance at internal and external audits particularly ISO 20000 audits.
- Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
- Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
- Work very closely with other process managers to ensure a full ITIL aligned end to end service is available to stakeholders
- Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
- Ensuring adherence to contractual SLAs
- Provide Major Incident reporting as required by each contract
- A strong communicator both verbally and written at both a technical and stakeholder level.
- An understanding of ITIL Major Incident management techniques.
- An ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An understanding of all of NECSWS business areas.
- An ability to think critically about systems and to make adjustments consistently as needed.
- The ability to manage time effectively while setting the tone of the team through leadership.
- Ensuring that all processes used by service management are thoroughly documented, consistently audited, and regularly improved.
- Ownership of the escalation management process
- Must be able to remain calm and focused in high pressure scenarios.
- Take part in the On Call Rota
- Demonstrable Service Management experience, with a focus on Major Incident Management
- Stakeholder Management
- Resource Management
- Possess excellent customer service skills and an ability to innovate
- Excellent communication and business writing
- Working knowledge and experience of the ISO20000 Service Management Standard
- Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can
- Excellent problem solving skills
- Good working knowledge of infrastructure and application technologies
- ITIL v4 Foundation
- ITIL v4 Intermediate Qualification
- Eligible for NPPVL3 + SC clearance
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/sell (FTE)
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A selection of flexible benefits to suit your individual needs
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
- Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
- All offers are subject to satisfactory vetting, references and occupational health checks.
- Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.