Company Description
Come join us and make a difference in the world! Discover more at www.necsws.com
Job Description
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 geographic locations, coaching and developing team members
* Monitor and review team performance using KPIs and CSFs, ensuring alignment with business needs and IT strategy
* Ensure the team is skilled and performant
* Allocate work effectively within the team
* Support bid responses and develop service offerings with stakeholders
* Maintain compliance through audits, including ISO 20000
* Ensure documentation is accurate and up-to-date
* Implement continual service improvement strategies based on business priorities
* Collaborate with process managers to ensure ITIL-aligned end-to-end services
* Build and maintain relationships with internal and third-party organizations
* Ensure adherence to SLAs and provide Major Incident reports as required
* Communicate effectively at technical and stakeholder levels
* Apply ITIL Major Incident management techniques
* Plan short-term team actions and manage time effectively
* Understand industry standards and best practices for service management
* Lead and influence stakeholders through strong communication skills
* Understand NECSWS business areas and systems
* Make system adjustments critically and consistently
* Lead the team through effective leadership and documentation of processes
* Manage escalation processes
* Remain calm and focused in high-pressure scenarios
* Participate in the On Call Rota
Qualifications
Essential Skills
* Experience in Service Management, focusing on Major Incident Management
* Stakeholder and Resource Management
* Excellent customer service, communication, and business writing skills
* Knowledge of ISO20000 Service Management Standard
* Leadership and mentoring abilities
* 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
Benefits include private medical cover, holiday options, life assurance, pension contributions, flexible benefits, employee assistance programs, and free LinkedIn Learning access.
Other Information
Candidates must demonstrate a right to work in the UK. Vetting and checks, including DBS if required, will be conducted. NEC Software Solutions is an equal opportunities employer committed to inclusivity.
Who We Are
Part of NEC Corporation, our software supports emergency dispatch, healthcare, transportation, and public safety. Join us to help make a difference worldwide and support vital public services.
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