Job Description
YBS has an exciting new opportunity for a Major Incident & Problem Lead to join our Technology Services function. The successful candidate will drive the efficient and effective end-to-end delivery of major Incident and Problem management, proactively managing the construction and implementation of the strategy and policy of IT delivery in YBS.
This role will be based in our Bradford based Head Office, with flexible working from home capability.
As a Major Incident & Problem Lead you will-
1. Support the management of Major Incidents on a 24/7 On-call rotation basis, ensuring they are identified, logged, progressed, and resolved within the scope of the Major Incident Management Process, including stakeholder management, communications, and compilation of Major Incident Reports.
2. Support the construction, writing and implementing of the strategy and policy for Major Incident Problem Management, giving full consideration to wider strategy and policy of IT delivery in YBS, while proactively managing the risk profile of incidents & problems in the organisation.
3. Mentor, motivate and appraise team members within your own squad, including objective setting, monitoring staff performance and recruitment activities.
4. Ensure resource is used to maximum effectiveness for both capacity and capability. Allocating tasks and rotating responsibilities as appropriate to achieve flexibility and the best use of the skills and capabilities of the team and the wider resource required for Major Incident and Problem resolution.
About You –
5. You will have a broad understanding of Service Management principles and disciplines, based on ITIL best practice coupled with in depth knowledge and experience of working with ITIL Incident & Problem Management methodologies.
6. The ability to lead and motivate small teams to deliver sustained high performance.
7. Experience working with internal support teams and 3rd party service providers to anticipate and resolve issues in order to deliver a continuously improving service proposition to customers.
8. Strong communication skills, with the ability to influence, identify and nurture the potential in others
9. Strong knowledge of relevant legislation, compliance, corporate governance, QA and Risk Management.
About us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.
Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
10. Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
11. Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
12. Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
13. Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
14. My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.