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Please note - this role can be hybrid from our Hartlepool or Chippenham Office.
Responsibilities
* Develop and own the end-to-end process & delivery within NEC for Major Incident Management
* Lead and develop a cohesive team across multiple locations, coaching and developing team members
* Monitor and review team performance using KPIs and CSFs to meet business needs and align with IT strategy
* Ensure the team is skilled and performing at the appropriate level
* Allocate work within the team
* Support bid responses and develop service offerings with stakeholders
* Maintain compliance through audits, including ISO 20000
* Ensure documentation is accurate and updated according to document management requirements
* Implement continual service improvement strategies based on business priorities
* Work closely with process managers to ensure ITIL-aligned services
* Build relationships with internal and third-party organizations
* Adhere to contractual SLAs and provide Major Incident reports
* Communicate effectively at technical and stakeholder levels
* Understand ITIL Major Incident management techniques
* Plan short-term team actions effectively
* Understand industry standards and best practices for service management
* Communicate persuasively with stakeholders
* Understand NECSWS business areas
* Think critically and adjust systems as needed
* Manage time effectively and lead the team’s tone
* Document, audit, and improve service management processes
* Own the escalation management process
* Remain calm under pressure
* Participate in the On Call Rota
Qualifications
* Experience in Service Management, especially Major Incident Management
* Stakeholder and Resource Management skills
* Excellent customer service and innovation skills
* Strong communication and business writing abilities
* Knowledge of ISO 20000 Standard
* Leadership and mentoring capabilities
* Problem-solving skills
* Knowledge of infrastructure and application technologies
Essential Qualifications
* ITIL v4 Foundation
* ITIL v4 Intermediate Qualification
* Eligible for NPPVL3 + SC clearance
Additional Information
We offer a range of benefits, including private medical cover, holiday buy/sell, life assurance, pension plan, flexible benefits, employee assistance program, and free LinkedIn Learning courses.
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