Incident Management Team Manager

View more Jobs by
ComputaCenter
Reference
hays/TP/196/1808
Sector
IT & Telecoms
Salary
Negotiable
Benefits
Competitive
Location
Hatfield
Job Type
Permanent
Date Posted
15th November 2017

Job Description

Summary

Part of a close-knit Event Services team based in Hatfield or Milton Keynes for some of our most prestigious customers, you'll enjoy an environment where people support and respect each other. As an Incident Management Team Manager you will bring experience of people management in a fast paced environment, resolve customer escalations, produce and analyse reports, ensure your department hits and exceeds SLA performance targets and stakeholder management.

Join us as an Event Services Incident Management Team manager in Hatfield and you'll find plenty of variety, opportunities for personal development, the challenges of escalation handling and career progression, and a constant stream of new challenges. All in a dynamic, action-orientated and supportive environment where business leaders are accessible.

We advise customers on their IT strategy; implement the most appropriate technology from a wide range of leading vendors and manage their technology infrastructures on their behalf. Within the event scheduling team, the responsibility is held for ensuring that a customer's needs are met at all times, by timely action of the scheduling team to provide the correct people and equipment to sites across the UK. Management of escalations is key to maintaining customer service and relationships.



Package

Competitive + Car or Car Allowance + Attractive Benefits Package



Main Responsibilities

ITIL Incident Manager is responsible for managing the ITSM processes in accordance to Target Operating Model (TOM) based on ITIL best practices. He or she should be practitioner in the area, focused on core IT Service Management / ITIL functions.

Incident Manager ensures that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all tickets in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization.

The range of activities and tasks to be undertaken by an ITIL Incident Manager include:

Key Accountabilities

  • Executes the Incident Management process tasks in adherence with Group and local requirements
  • Coordinates and manages the Incident Management process activities across the Group and with external suppliers to agreed global and local SLAs
  • Escalates risks and issues to the Incident Management Regional Process Owner
  • Supports Incident Management reporting (KPIs and customer SLAs)
  • Assists the Event Services Management and STEVE in driving
    • Service management best-practice and ITIL process standardization
    • consistent end-to-end application of the Incident Management process across their account(s)
    • Identifying and planning for Incident Management process improvement projects
    • driving cross-account process standardization
  • Drives implementation of standard execution of the Incident Management process
  • Is responsible for acting as an escalation point to expedite incident resolution
  • Is responsible for handling P1 incidents and escalating to Major Incident Manager when it becomes a Major Incident
  • To send timely communications for all the incidents (wherever applicable)
  • Assist when needed in managing change requests
  • Manage agreed Alerts


Ideal Candidate

Must to Have:

  • Ability to speak English ( second foreign language: German/ French would be a plus)
  • Advanced knowledge of ITSM (Remedy), Outlook functionalities, telephone etiquettes and excel.
  • Good understanding of Engineering, IT & Datacenter technology.
  • To liaise and work with other teams maintaining excellent communication channels
  • Ability to contribute to the incident management strategy by providing input and suggestions on the process or areas of improvement.
  • Methodical and Logical
  • Someone who has excellent attention to detail, and is able to provide accurate and consistent levels of working.
  • Act as an ambassador at all times
  • Work collectively with various teams that are spread across several locations and manage them to work together as a team.
  • Work on building up the knowledgebase to drive process improvements over time.
  • Co-ordinate incident resolution activities across a large number of internal groups and 3rd Party suppliers to ensure customer incidents/changes are resolved within SLA.
  • Innovative
  • Self-driven and resourceful to achieve goals independently as well as work well in groups
  • Good Analytical skills
  • Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company
  • Strong influencing and relationship management skills

Experience

  • At least 1.5 Years of experience as an IT Incident Management.
  • Experience in a customer service environment with knowledge of ITIL
  • Educational Qualifications
  • Graduation
  • ITIL Foundation
  • ITIL Manager (Desirable)

 

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