Service Process Controller – Incident and Problem
Location: Bracknell or Solihull
We are looking for a Service Process Controller for our Incident and Problem Management function, someone who can build positive relationships with delivery teams and our customers’ service desk teams.
Responsibilities
The role will involve driving our service performance within our Fujitsu organisation and with our 3 rd‑party partners. You will lead the response to day‑to‑day incidents and the escalation of major service‑impacting issues, ensuring clear, concise engagement with customers and efficient, prompt updates. You will own technical issues through to resolution, liaise directly with on‑site engineers to assist with fault resolution, triage incidents to support prompt resolution and support communications to the end customer. Reporting is a key requirement of the role, as is participation in incident reviews, workshops and problem‑solving sessions. You will develop an analytical approach to reducing demand and failure with a thorough knowledge of the ITSM tool set (ServiceNow).
Qualifications
* An understanding of Incident and Problem Management processes and best‑practice procedures, including Major Incident Management.
* Experience with SLA adherence to contractual obligations surrounding Incident management.
* Good verbal and written communication skills for engagement with internal, 3rd‑party and customer stakeholders.
* The ability to participate in problem‑solving sessions, incident reviews and lessons‑learned workshops.
* A continuous‑improvement mindset and an analytical approach to reducing demand and failure.
Benefits
* 25 days annual leave plus public holidays (3 flexible).
* Pension – double matching contributions of up to 10%.
* Life assurance.
* Company‑wide incentive plans.
* Flexible benefits such as increased holidays, travel, dental, critical illness and more.
* Employee perks – discounts at work.
* Employee assistance programme/virtual GP.
* GymPass (Wellhub) – access to a range of free and paid fitness and wellbeing options.
Recruitment Process
The recruitment process consists of a one‑stage interview. We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme.
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