Incident and Change Manager

Sopra Steria Limited; Hemel Hempstead; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Car allowance

25 days leave

Private medical

Life assurance

Pension

Flexible benefits

Job summary

Sopra Steria Limited in Hemel Hempstead seeks an Incident and Change Manager to oversee day-to-day delivery of Incident, Change and Release activities across a secure technology environment. You will lead teams, ensure client service levels and collaborate with senior service and technical operations colleagues.

The role requires experience in ITIL-based service management, a track record in Agile environments, and active DV-MOD clearance with UK nationality.

Qualifications

• Experience in IT support or service management within complex hosting/datacentre environments.
• Strong knowledge of Incident, Change and Release management and ITIL methodologies.
• Experience managing services in an Agile environment with cross-functional teams.
• People-management experience including performance reviews and workload planning.
• ITIL qualification at Expert or Managing Professional level; active DV-MOD clearance; sole UK nationality.

Responsibilities

• Manage day-to-day delivery of Incident, Change and Release activities and meet KPIs.
• Plan and allocate resources across incidents and changes; manage rotas and workloads.
• Monitor performance, provide direction, conduct appraisals and deploy resources.
• Coordinate resources across the Service Operating Model with colleagues from service management and operations.
• Produce service reports against KPIs and drive proactive maintenance and improvements.
• Identify and implement Continual Service Improvement and standardise processes.

Skills

Incident Management

Change Management

Release Management

ITIL Expert/MP

DV Clearance

UK Nationality

People Management

Education

ITIL Expert/Managing Professional

Job description

Would you like to lead critical incident, change and release activity across a complex, secure technology environment? Sopra Steria is looking for an Incident and Change Manager to oversee the day-to-day delivery of services within our Aerospace, Defence and Security business. You'll combine people leadership, service management and operational delivery, helping teams provide a consistent, high-quality service that meets client expectations. Working closely with senior service, technical operations and programme delivery colleagues, you'll coordinate resources across the wider Service Operating Model, monitor performance and identify opportunities for improvement. You'll also help stabilise existing services and shape the service and operating design for new projects, embedding effective and consistent processes across multiple programmes. This is a full-time, permanent role based in our Hemel Hempstead office, with office attendance required five days a week.

What you'll be doing:

• Managing the day-to-day delivery of Incident Management, Change and Release activities, ensuring client Key Performance Indicators and service expectations are consistently achieved.
• Planning and allocating resources across incidents and changes, including managing rotas, workloads and competing operational priorities.
• Monitoring team and individual performance, providing direction, conducting appraisals and ensuring resources are appropriately deployed.
• Coordinating resources across the wider Service Operating Model with service management, technical operations and programme delivery colleagues.
• Producing service reports against agreed Key Performance Indicators, monitoring the health of the environment and driving proactive maintenance and corrective activity.
• Identifying and implementing Continual Service Improvement opportunities while developing and standardising Incident, Change and Release processes across existing and new services.

What you'll bring:

• Experience of Information Technology support or service management within a complex hosting or datacentre environment.
• Strong experience of Incident, Change and Release Management, with practical knowledge of Information Technology Infrastructure Library methodologies and service management processes.
• Strong knowledge of datacentre environments, hosting services and supporting infrastructure technologies.
• Experience of managing services in an Agile environment and working across technical and operational teams with changing priorities.
• People-management experience, including performance management, resource planning, staff appraisals and workload allocation.
• An Information Technology Infrastructure Library qualification at Expert or Managing Professional level, or equivalent, together with active DV - MOD clearance and sole UK nationality.

It would be great if you had:

• Experience of working within secure environments.
• Experience of designing, developing and embedding service management processes.
• Experience of supporting the transition or stabilisation of new and existing Information Technology services.
• The ability to assess and respond effectively to changing project and operational priorities.
• Flexibility to work outside standard hours and attend remote or customer sites when required.
• Additional language skills, particularly French, German or Spanish.

Employment details

Employment type: Full-time, Permanent. Location: Hemel Hempstead. Security clearance level: Active DV-MOD. Salary: £50,000 to £70,000.

Benefits

• £5,400 car allowance
• 25 days annual leave with the option to buy additional days
• private medical
• life assurance
• pension
• generous flexible benefits fund

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements.

Sopra Steria's Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client's goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK's most complex safety- and security-critical markets.