Head of Incident & Problem

Marks and Spencer; Salford; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading retail company is seeking a Head of Incident & Problem Management to enhance operational stability and service delivery. This role involves defining the strategic roadmap, leading teams to optimize practices, and fostering a culture of continuous improvement. Applicants should have strong leadership skills and deep expertise in ITIL service management, along with a solid technical background in IT infrastructure and services. The position is based in Salford and offers a hybrid work model.

Benefits

20% employee discount

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension Scheme

Comprehensive training programs

Wellbeing support including Virtual GP access

Charity volunteer day

Qualifications

• Strong leadership abilities to guide a high-performing team.
• Deep expertise in ITIL service management.
• Experience in Incident and Problem Management within DevOps.

Responsibilities

• Define strategic roadmap for Incident and Problem Management.
• Lead a team to improve effectiveness of practices.
• Manage Incident and Problem performance proactively.

Skills

Leadership skills

ITIL service management practices

Experience in DevOps

Automation expertise

Technical knowledge of IT infrastructure

Tools

ITSM tools

Job description

Summary

The Head of Incident & Problem is a key role within the D&T Service Management organisation, to elevate the service experience for Colleagues and Stores by optimising the Incident and Problem practices. This role is instrumental in continuously improving operational stability and is accountable for the performance and continuous improvement of the practices.

As Practice Owner you will define the strategic roadmap for each practice, focusing on Incident reduction opportunities, Incident prevention via root cause analysis, accelerating resolution, improving operational efficiency, communication and customer satisfaction.

All the details

What's in it for you

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special

• After completing your probationary period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What You'll do

• Develop and define the strategic roadmap for Incident and Problem Management practices, focusing on incident reduction, incident prevention, reduced repeat incidents, increased availability, efficiency and accelerated resolution.
• Lead a team of Incident and Problem Performance Managers to continuously improve and optimise the effectiveness of the Incident and Problem Practices.
• Lead a Major Incident Management Lead to ensure that the 24/7 Major Incident Management Team is highly effective.
• Manage Incident and Problem performance, proactively addressing risks and issues with stakeholders such as the Service Desk Provider and engineering teams.
• Foster a culture of continuous improvement by leveraging data, feedback, and automation to enhance operational efficiency, reduce incident resolution time, and improve customer satisfaction.

Who you are

• Strong leadership skills with the ability to lead and motivate a high-performing team, including Incident and Problem Managers and Major Incident Leads.
• Deep expertise in ITIL service management practices in Incident and Problem management.
• Experience leading Incident and Problem Management within a DevOps delivery organisation.
• Experience in leveraging automation to enhance Incident and Event management processes and to improve operational efficiency.
• Solid technical knowledge of IT infrastructure, products/applications, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause incidents.
• Familiarity with ITSM tools and platforms that support the Incident and Event management lifecycle.

Everyone's welcome

We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

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