Overview
As an Incident Manager, you will help ensure technology issues are resolved quickly and effectively, so our colleagues can support customers every day. By leading strong incident and request management practices, you directly contribute to Better Homes, Better Lives, For everyone. You will champion continuous improvement, keeping services reliable, transparent and focused on people.
We’re Kingfisher, a team of over 74,000 people across brands including B&Q, Screwfix, Brico Depot, Castorama and Koctas. We are committed to equal treatment for all colleagues, future colleagues, and applicants regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity or expression, or sexual orientation. We are open to flexible working, including hybrid arrangements with offices in London, Southampton & Yeovil. Talk to us about how we can best support you.
Responsibilities
* Own and operate the Incident and Request Management processes, ensuring they are consistently followed by internal, external and offshore teams.
* Act as the single point of escalation for incidents raised by the business or Service Delivery teams, driving timely resolution.
* Monitor performance against agreed service targets and SLAs, working with partners to improve quality and efficiency.
* Analyse incident trends to identify risks or service degradation and create action plans to reduce impact.
* Produce and share regular incident management reports and service metrics across the Kingfisher group.
* Support service improvement plans and ensure the Service Management tool meets the needs of incident and request processes.
* Collaborate with other IT and service teams to improve the experience for colleagues and customers.
Qualifications & Experience
* Experience managing or supporting incident and request management processes within an IT service environment.
* Strong analytical skills, with the ability to interpret data, identify trends and support informed decisions.
* Clear and confident communication skills, able to explain complex issues to different audiences.
* Broad technical understanding relevant to IT service operations.
* A strong customer and colleague focus, with the confidence to work independently and take ownership.
Our Behaviours
Be Customer Focussed – constantly improving our customers experience
* I listen to my customers
* I use available data to help make decisions
Be Human – acting with humanity and care
* I do the right thing
Be Curious – thrive on learning, thinking beyond the obvious
* I build and share new ideas
* I try new things and share my learnings
Be Agile – working with trust, pace and agility
* I have courage to be creative
* Done is better than perfect, I aim for 80/20
Be Inclusive – acting inclusively in diverse teams to work together
* I embrace allyship
* I have self-awareness and a desire to learn
Be Accountable – championing the plan to deliver results and growth
* I own my actions
* I understand the Kingfisher plan and how it relates to my role
We value diversity & inclusion
At Kingfisher, we value the perspectives that any new team members bring, and we want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements. We offer an inclusive environment with opportunities to learn and grow, and we share information about Diversity & Inclusion at Kingfisher.
Benefits
* Private Health Care: up to family level cover with AXA (join within three months or at annual renewal; benefit may be subject to taxation).
* Kingfisher Pension Scheme: auto-enrolment; contribute 8% to receive up to 14% from the Company.
* 25 Days' Holiday plus bank holidays (pro-rated for part-time).
* Staff Discount: 20% at B&Q and Screwfix (eligible after 3 months).
* Kingfisher Share Incentive Plan (SIP): tax-efficient share ownership; save £10 to £150 per month; join after 3 months service.
* Life Assurance: x4 salary (or x1 if not active with KPS-MP).
* Bonus: competitive scheme aligned to role level.
* Kingfisher Share Save: option to buy shares after 3 or 5 years; annual invitation typically in October; three months service required at invitation date.
Application Process
Interested? Apply now via the Kingfisher Careers website. Step through our process with reviews, interviews and feedback leading to a potential offer.
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