Major Incident Manager

TN United Kingdom; Chippenham; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join a leading company as a Major Incident Management professional, where you will develop processes and lead a team across multiple locations. This hybrid role offers a chance to make a significant impact in service management and support vital public services. With responsibilities ranging from team management to compliance audits, you will play a key role in ensuring high service standards. The position comes with comprehensive benefits, including private medical cover and access to professional development resources.

Benefits

Private Medical Cover

Holiday Entitlement

Life Assurance

Pension Plan

Flexible Benefits

Employee Assistance Program

Free Access to LinkedIn Learning

Qualifications

• Experience in Service Management, especially Major Incident Management.
• Strong communication and business writing skills.

Responsibilities

• Develop and own the end-to-end process & delivery within NEC for Major Incident Management.
• Lead and develop a cohesive team across multiple locations.
• Ensure adherence to SLAs and provide incident reporting.

Skills

Service Management

Stakeholder Management

Customer Service

Communication

Problem Solving

Education

ITIL v4 Foundation

ITIL v4 Intermediate Qualification

Job description

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Come join us and make a difference in the world!

Discover more at www.necsws.com

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. Lead and develop a cohesive team across multiple locations, coaching and managing effectively
3. Measure, monitor and review team and process performance using KPIs and CSFs
4. Ensure the team is skilled and performant
5. Allocate work within the team
6. Support bid responses and develop service offerings with stakeholders
7. Maintain compliance through audits, including ISO 20000
8. Review and verify documentation accuracy and updates
9. Implement continual service improvement strategies aligned with business priorities
10. Collaborate with other process managers for ITIL-aligned services
11. Build relationships with internal and third-party organizations
12. Ensure adherence to SLAs and provide incident reporting
13. Communicate effectively at technical and stakeholder levels
14. Understand ITIL Major Incident management techniques
15. Balance and plan team actions short-term
16. Understand industry standards and best practices for service management
17. Communicate persuasively with stakeholders
18. Understand NECSWS business areas
19. Think critically about systems and adjust as needed
20. Manage time effectively and lead the team
21. Document, audit, and improve processes
22. Own the escalation management process
23. Remain calm and focused under pressure
24. Participate in the On Call Rota

Qualifications

• Experience in Service Management, especially Major Incident Management
• Stakeholder and Resource Management
• Excellent customer service and innovation skills
• Strong communication and business writing skills
• Knowledge of ISO20000 Service Management Standard
• Leadership and mentoring abilities
• Problem-solving skills
• Knowledge of infrastructure and application technologies

Essential Qualifications

• ITIL v4 Foundation
• ITIL v4 Intermediate Qualification
• Eligible for NPPVL3 + SC clearance

Additional Information

Benefits include private medical cover, holiday entitlement, life assurance, pension plan, flexible benefits, employee assistance program, and free access to LinkedIn Learning.

Other Information

Candidates must demonstrate a right to work in the UK. Vetting, reference checks, and possibly a DBS check are required.

NEC Software Solutions is an equal opportunities employer, committed to inclusivity and accessibility. Please inform us of any adjustments needed during recruitment.

Who We Are

Part of NEC Corporation, our software supports emergency dispatch, healthcare, transportation, and more, making a positive impact worldwide.

Join us to help push boundaries and support vital public services. We look forward to your application.