Job Description
Please note - this role can be hybrid from our Hartlepool or Chippenham Office.
Responsibilities
1. Develop and own the end-to-end process & delivery within NEC for Major Incident Management
2. The ability to lead and develop a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.
3. 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
4. Ensuring the team is performant and skilled to the appropriate level
5. Allocation of work within the team
6. Support bid responses and the development of service offerings with the business stakeholders
7. Be involved in maintaining compliance through preparation and attendance at internal and external audits particularly ISO 20000 audits.
8. Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
9. Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
10. Work very closely with other process managers to ensure a full ITIL aligned end to end service is available to stakeholders
11. Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
12. Ensuring adherence to contractual SLAs
13. Provide Major Incident reporting as required by each contract
14. A strong communicator both verbally and written at both a technical and stakeholder level.
15. An understanding of ITIL Major Incident management techniques.
16. An ability to balance and plan the short-term actions of the team.
17. Knowledge and understanding of all relevant industry standards.
18. Knowledge and understanding of best practices for service management.
19. Strong communication skills, including the ability to be influential and persuasive with stakeholders.
20. An understanding of all of NECSWS business areas.
21. An ability to think critically about systems and to make adjustments consistently as needed.
22. The ability to manage time effectively while setting the tone of the team through leadership.
23. Ensuring that all processes used by service management are thoroughly documented, consistently audited, and regularly improved.
24. Ownership of the escalation management process
25. Must be able to remain calm and focused in high pressure scenarios.
26. Take part in the On Call Rota
Qualifications
Essential Skills
27. Demonstrable Service Management experience, with a focus on Major Incident Management
28. Stakeholder Management
29. Resource Management
30. Possess excellent customer service skills and an ability to innovate
31. Excellent communication and business writing
32. Working knowledge and experience of the ISO20000 Service Management Standard
33. Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can
34. Excellent problem solving skills
35. Good working knowledge of infrastructure and application technologies
Essential Qualifications
36. ITIL v4 Foundation
37. ITIL v4 Intermediate Qualification
38. Eligible for NPPVL3 + SC clearance
Additional Information
We are proud of the benefits we offer employees of NEC Software Solutions
39. Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
40. 25 days paid holiday with the option to buy/ sell
41. 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
42. A Group Pension Plan with fantastic employer contributions up to a maximum of
43. A fantastic selection of flexible benefits to suit your individual needs
44. We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
45. All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.