Major Incident and Problem Manager

wavenet; Metropolitan Borough of Solihull; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading managed service provider in the UK is looking for a Major Incident & Problem Manager. This role involves leading the Major Incident Management process and driving improvements in service delivery. Responsibilities include overseeing incidents, conducting reviews, and collaborating with teams. Applicants should have strong communication skills, experience in team leadership, and familiarity with ITIL V4. Competitive benefits include health coverage and a progressive leave policy. Apply today to join a dynamic work environment.

Benefits

25 days of annual leave, increasing to 28 days

Private medical coverage

Employee assistance program

Learning Management System for personal development

Qualifications

• Proven experience in building and leading high-performing teams.
• Strong customer-facing skills with a focus on effective communication.
• Proficiency in reporting and data analysis.
• Familiarity with ITSM tools and understanding of ITIL V4.
• Ability to obtain Security Clearance (SC Clearance).
• A motivation to promote a culture of continuous improvement.

Responsibilities

• Oversee the management of Major Incidents and ensure resolution.
• Conduct Major Incident Reviews and facilitate root cause analysis.
• Lead and coordinate Problem Management activities.
• Maintain and enhance the Known Error database.
• Collaborate with stakeholders to improve service delivery.

Skills

Team Leadership

Customer Communication

Data Analysis

ITIL Knowledge

Motivation

Tools

Service Now

Job description

Overview

Join Our Dynamic Team!

Are you ready to take your career to the next level in a vibrant and fast-paced environment? We are seeking a Major Incident & Problem Manager who thrives on collaboration and high performance. In this pivotal role, you will lead the Major Incident Management and Problem Management processes, driving continual service improvements and ensuring our customers receive exceptional support 24 / 7.

Responsibilities

• Oversee the management of Major Incidents, ensuring effective communication and resolution.
• Conduct Major Incident Reviews and facilitate root cause analysis.
• Lead and coordinate Problem Management activities across various teams, prioritizing customer satisfaction.
• Maintain and enhance our Known Error database, ensuring timely updates and communication.
• Collaborate with stakeholders to streamline processes and improve service delivery.

Qualifications

• Proven experience in building and leading high-performing teams.
• Strong customer-facing skills with a focus on effective communication.
• Proficiency in reporting and data analysis.
• Familiarity with ITSM tools (e.g., Service Now) and a solid understanding of ITIL V4.
• Ability to obtain Security Clearance (SC Clearance).
• An ability to motivate others and promote a culture of continuous improvement.

Additional Information

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team at [e-mail] for more information.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.