Hays are supporting a large business in the South Wales region to recruit a new permanent Incident and Problem manager. The role is hybrid 2/3 days per week on site and paying up to c70k + bonus. You'll also receive an extremely competitive pension, life assurance and annual pay reviews.
This new role will lead the governance and execution of incident and problem management processes, ensuring they align with organisational goals and industry best practices. You'll be responsible for driving service improvements through effective root cause analysis and corrective actions, while managing a team of internal staff and external partners. Your leadership will foster a high-performance culture focused on operational excellence and continuous development.
In the role you'll be responsible for:
1. Governance & SLA Oversight: Lead partner compliance with incident and problem SLAs, acting as the client authority on RCAs and corrective actions.
2. Incident Management: Ensure timely, best-practice incident handling to support swift resolution and reduce downtime.
3. Vendor Performance: Participate in service reviews to assess SLA adherence, review RCAs, and drive continuous improvement.
4. Resolution Leadership: Oversee post-incident reviews, ensuring vendors provide thorough RCAs and implement effective preventive measures.
5. Problem Management: Enforce strong RCA practices and ensure partners deliver la...