Major Incident Manager

1 week ago

Hartlepool County Durham, United Kingdom NEC Software Solutions Full time

Come join us and make a difference in the world

Discover more at

Job Description

Please note - this role can be hybrid from our Hartlepool or Chippenham Office.

Responsibilities

  • Develop and own the end-to-end process & delivery within NEC for Major Incident Management
  • The ability to lead and develop a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.
  • Measure, monitor and review performance of the team and process using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy
  • Ensuring the team is performant and skilled to the appropriate level
  • Allocation of work within the team
  • Support bid responses and the development of service offerings with the business stakeholders
  • Be involved in maintaining compliance through preparation and attendance at internal and external audits particularly ISO 20000 audits.
  • Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
  • Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
  • Work very closely with other process managers to ensure a full ITIL aligned end to end service is available to stakeholders
  • Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams.
  • Ensuring adherence to contractual SLAs
  • Provide Major Incident reporting as required by each contract
  • A strong communicator both verbally and written at both a technical and stakeholder level.
  • An understanding of ITIL Major Incident management techniques.
  • An ability to balance and plan the short-term actions of the team.
  • Knowledge and understanding of all relevant industry standards.
  • Knowledge and understanding of best practices for service management.
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • An understanding of all of NECSWS business areas.
  • An ability to think critically about systems and to make adjustments consistently as needed.
  • The ability to manage time effectively while setting the tone of the team through leadership.
  • Ensuring that all processes used by service management are thoroughly documented, consistently audited, and regularly improved.
  • Ownership of the escalation management process
  • Must be able to remain calm and focused in high pressure scenarios.
  • Take part in the On Call Rota

Qualifications

Essential Skills

  • 5 Years+ demonstrable Service Management experience, with a focus on Major Incident Management
  • Stakeholder Management
  • Resource Management
  • Possess excellent customer service skills and an ability to innovate
  • Excellent communication and business writing
  • Working knowledge and experience of the ISO20000 Service Management Standard
  • Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can
  • Excellent problem solving skills
  • Good working knowledge of infrastructure and application technologies

Essential Qualifications

  • ITIL v3 Foundation
  • ITIL v3 Intermediate Qualification
  • Eligible for NPPVL3 + SC clearance

Desirable Qualifications and Skills

  • ITIL v4 Foundation
  • ITIL v4 Intermediate Qualification

Additional Information

We are proud of the benefits we offer employees of NEC Software Solutions

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
  • 25 days paid holiday with the option to buy/ sell
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A fantastic selection of flexible benefits to suit your individual needs
  • We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
  • All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

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