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Incident Manager / Service Manager
£(Apply online only) per day inside IR35
6 month contract
Active DV Clearance is required to start this project.
This is an exciting opportunity for a seasoned Incident or Service Manager to join our Incident Management Team during our clients Digital Transformation Phase. Reporting to the Digital Operations Manager, you will be responsible for ensuring that the Major Incident process is followed and resolve faults and problems as quickly as possible to reduce impact on the Client, this includes meeting our Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
You will own the entire Major Incident Processes from initial call to resolution. You will work closely with the Incident Manager, Problem Management and Reporting Teams ensuring timely identification, categorisation, and creation of Major Incidents. You will liaise continually with the client providing updates and actively manage the incidents lifecycle and resolver teams engaged in resolution. You will be responsible for Root Cause Analysis and Major Incident Reports, you will be comfortable and knowledgeable when presenting your findings to our client and Senior Managers, you will also report monthly to the Digital Operations Manager and the Client providing data on Major Incidents and compliance with SLAs and KPIs. You will have a sound understanding of ITIL Incident Management processes and experience across all aspects of Service Delivery, with a broad understanding of infrastructure dependencies.
Responsibilities of the Incident Manager/Service Manager:
Own the Root Cause Analysis Process and ensure timely reports are provided to the Client.
Own the Major Incident Process.
Ensure SLAs and KPIs are met for all Major Incidents in accordance with the contract.
Brief the Client daily on all ongoing Major Incidents and any potential problems.
Carry out Incident Analysis.
Create Reports when required and to a standard for consumption by the client.
Investigate Breached calls, carry out Mitigation processes in order to identify shortfalls in process, skills, resource etc.
Assist the Incident Manager with Escalations on behalf of the client.
Create and maintain Major Incident Play Books.
Support the Unified Service Desk Manager during Major Incidents.
Support Change Management in formulating PIRs.
Ongoing identification of areas of improvement for Major and Incident Management with regards to documentation and process.
Input into Continual Service Improvement and Innovation (CSI) initiatives across the account.Incident Manager/ Service Manager - skills required:
Confident at briefing Senior Managers.
Capable of presenting complex data in a simplified easily understandable manner.
Provide clear and concise written reports.
Methodical approach to problem solving.
ITIL 4 Foundation/ITIL V3 Foundation
Good Knowledge of Data Analysis Fundamentals
Ability to manipulate data utilising tools such as MS Excel, Power BI
Proven Experience with Service Delivery
Experience with Service Now/Now Platform reporting and incident management.If this role is of interest, please do not hesitate and click apply