Major Incident Manager

NEC Software Solutions; Chippenham, Hartlepool; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join a leading company as a Major Incident Management Lead, where you will develop and own the end-to-end process while leading a cohesive team. This hybrid role involves ensuring compliance, monitoring performance, and implementing continual service improvements. With a focus on stakeholder management and service delivery, you will play a crucial role in enhancing public services and supporting communities globally.

Benefits

Private Medical

Holiday Entitlement

Life Assurance

Pension

Flexible Benefits

Employee Assistance Program

Free LinkedIn Learning Courses

Qualifications

• Experience in Service Management, focusing on 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.

Skills

Service Management

Stakeholder Management

Customer Service

Communication

Problem Solving

Leadership

Education

ITIL v4 Foundation

ITIL v4 Intermediate Qualification

Job description

Company Description

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 developing team members
3. Monitor performance using KPIs and CSFs, ensuring alignment with business needs and IT strategy
4. Ensure the team is skilled and performing at the appropriate level
5. Allocate work within the team effectively
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 process managers to ensure an end-to-end ITIL aligned service
11. Build and maintain relationships with internal and third-party organizations
12. Ensure adherence to SLAs and provide Major Incident reports as required
13. Communicate effectively at technical and stakeholder levels
14. Apply ITIL Major Incident management techniques
15. Plan and balance short-term team actions
16. Understand industry standards and best practices for service management
17. Lead with strong communication, influence, and persuasion skills
18. Understand NECSWS business areas and systems
19. Make system adjustments based on critical analysis
20. Manage time effectively and lead the team’s tone and culture
21. Document, audit, and improve processes regularly
22. Own the escalation management process
23. Remain calm and focused under pressure
24. Participate in the On Call Rota

Qualifications

Essential Skills

• Experience in Service Management, focusing on Major Incident Management
• Stakeholder and Resource Management skills
• Excellent customer service and innovative skills
• Strong communication and business writing skills
• Knowledge of ISO 20000 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, holiday entitlement, life assurance, pension, flexible benefits, employee assistance program, and free LinkedIn Learning courses.

Other Information

Candidates must demonstrate the right to work and travel within the UK. Vetting, references, and possibly a DBS check are required.

NEC Software Solutions is an equal opportunities employer. We accommodate accessibility needs during recruitment.

Who We Are

NEC Software Solutions, part of NEC Corporation, supports public services globally, helping save lives, support families, and improve transportation. Join us to make a difference and support our mission to serve communities worldwide.