Security-Critical Incident & Change Lead

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

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.