Please note - this role can be hybrid from our Hartlepool or Chippenham Office.
Develop and own the end-to-end process & delivery within NEC for Major Incident Management
Measure, monitor and review performance of the team and process using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy
Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
Work very closely with other process managers to ensure a full ITIL aligned end to end service is available to stakeholders
Provide Major Incident reporting as required by each contract
An understanding of ITIL Major Incident management techniques.
An ability to balance and plan the short-term actions of the team.
Knowledge and understanding of best practices for service management.
Ensuring that all processes used by service management are thoroughly documented, consistently audited, and regularly improved.
Ownership of the escalation management process
Take part in the On Call Rota
Demonstrable Service Management experience, with a focus on Major Incident Management
Stakeholder Management
Resource Management
Excellent communication and business writing
Working knowledge and experience of the ISO20000 Service Management Standard
ITIL v4 Foundation
ITIL v4 Intermediate Qualification
We are proud of the benefits we offer employees of NEC Software Solutions
~ Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
~25 days paid holiday with the option to buy/ sell
~4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
~ A Group Pension Plan with fantastic employer contributions up to a maximum of 8.A fantastic selection of flexible benefits to suit your individual needs
~ We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
~ Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. We’d love your help.