Major Incident Manager

1 week ago

Hartlepool, United Kingdom NEC Software Solutions Full time

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


  • 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.

  • Major Incident Manager Lead

    5 hours ago

    Hartlepool, Hartlepool, United Kingdom NECSWS Full time

    Job Title: Major Incident Manager LeadWe are seeking a highly experienced Major Incident Manager Lead to join our team at NECSWS. As a key member of our organization, you will play a vital role in ensuring the smooth operation of our services. Job Description:As a Major Incident Manager Lead, you will be responsible for leading and managing our Major...

  • Major Incident Manager

    5 days ago

    Hartlepool, 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...

  • Major Incident Manager

    1 week ago

    Hartlepool, 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...

  • Major Incident Manager

    2 weeks ago

    Hartlepool, United Kingdom NEC Software Solutions Full time

    Come join us and make a difference in the world!Discover more at www.necsws.comJob DescriptionPlease note - this role can be hybrid from our Hartlepool or Chippenham Office.ResponsibilitiesDevelop and own the end-to-end process & delivery within NEC for Major Incident ManagementThe ability to lead and develop a cohesive team split across multiple geographic...

  • Major Incident Manager

    2 weeks ago

    Hartlepool, United Kingdom NEC Software Solutions Full time

    Come join us and make a difference in the world!Discover more at www.necsws.comJob DescriptionPlease note - this role can be hybrid from our Hartlepool or Chippenham Office.ResponsibilitiesDevelop and own the end-to-end process & delivery within NEC for Major Incident ManagementThe ability to lead and develop a cohesive team split across multiple geographic...

  • Major Incident Operations Leader

    6 hours ago

    Hartlepool, County Durham, United Kingdom NEC Software Solutions Full time

    We are seeking a seasoned Major Incident Operations Leader to drive the delivery of our Major Incident Management services at NEC Software Solutions.Key ResponsibilitiesThis is an excellent opportunity to leverage your expertise and take charge of our Major Incident Management operations.You will be responsible for measuring, monitoring and reviewing the...

  • Major Incident Manager

    2 weeks 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...

  • 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...

  • Incident Response Manager

    6 hours ago

    Hartlepool, County Durham, United Kingdom NEC Software Solutions Full time

    We are seeking an experienced Incident Response Manager to oversee the delivery of our Major Incident Management services at NEC Software Solutions.About the RoleThis is an exciting opportunity to join our team and drive the success of our Major Incident Management operations.You will be responsible for allocating work within the team and ensuring adherence...

  • Incident Management Lead

    7 hours ago

    Hartlepool, County Durham, United Kingdom NEC Software Solutions Full time

    We are seeking a seasoned Incident Management Lead to join our team at NEC Software Solutions. The successful candidate will have extensive experience in service management, with a strong focus on major incident management.In this role, you will be responsible for developing and owning the end-to-end process and delivery within NEC for major incident...

  • Incident Management Leader

    23 hours ago

    Hartlepool, County Durham, United Kingdom NEC Software Solutions Full time

    Job OverviewWe are seeking a highly skilled Incident Management Leader to join our team at NEC Software Solutions.The ideal candidate will have a strong background in service management, with a focus on incident management and ITIL practices.As an Incident Management Leader, you will be responsible for developing and implementing end-to-end processes and...

  • Help Desk Manager

    23 hours ago

    Hartlepool, Hartlepool, United Kingdom Major Newton Aycliffe Full time

    At Major Newton Aycliffe, we are seeking a highly skilled Help Desk Manager to join our team. The successful candidate will be responsible for providing exceptional customer service and administrative support in our global trade department.About the RoleWe are offering a permanent contract with a competitive salary of up to £26,000 per year, including a...

  • Operations Coordinator

    2 weeks ago

    Hartlepool, Hartlepool, United Kingdom Major Talent Full time

    Major Talent has partnered with a leading global manufacturer to recruit a highly skilled Operations Coordinator for their site in Hartlepool. As an integral part of the Engineering team, you will play a crucial role in ensuring the smooth operation of goods and services between sites.The key responsibilities of this position include:Supporting the...

  • Engineering Co-ordinator

    2 weeks ago

    Hartlepool, Hartlepool, United Kingdom Major Talent Full time

    Major Talent is a renowned partner for global manufacturing businesses, offering expertise in specialty aroma chemicals and natural extracts. We have an exciting opportunity for an Engineering Co-ordinator to join our client in Hartlepool on a permanent basis. The role involves supporting the Engineering Manager and Project Management Office in coordinating...

  • Customer Service and Administration Coordinator

    23 hours ago

    Hartlepool, Hartlepool, United Kingdom Major Newton Aycliffe Full time

    We are currently recruiting for a Customer Service and Administration Coordinator to join our team at Major Newton Aycliffe. As a key member of our global trade department, you will provide exceptional customer service and administrative support to our clients.About UsMajor Newton Aycliffe is a global manufacturing company based in Hartlepool area. We are...

  • Customer Service and Administration Professional

    1 week ago

    Hartlepool, Hartlepool, United Kingdom Major Talent Full time

    Job SummaryWe are seeking a Customer Service and Administration Professional to join our team at Major Talent. As an integral part of our operations, you will play a vital role in delivering exceptional customer experiences and supporting the growth of our business.About the RoleThis is a permanent position, working on-site with a leading global manufacturer...

  • Customer Services Administrator

    2 weeks ago

    Hartlepool, United Kingdom Major Talent Full time

    Major Recruitment have an exciting opportunity for a Customer Services Administrator to work for our well-established client in Hartlepool on a permanent basis. Our client is a global manufacturing business with two sites in the UK and are a leading independent, global manufacturer of specialty aroma chemicals and natural extracts for the flavour and...

  • Global Trade Support Specialist

    20 hours ago

    Hartlepool, Hartlepool, United Kingdom Major Newton Aycliffe Full time

    We are seeking a Global Trade Support Specialist to join our team at Major Newton Aycliffe. As a key member of our global trade department, you will provide exceptional customer service and administrative support to our clients.About the RoleThe successful candidate will have excellent communication skills, attention to detail, and the ability to work...

  • Customer Services Administrator

    4 weeks ago

    Hartlepool, United Kingdom Major Talent Full time

    Major Recruitment have an exciting opportunity for a Customer Services Administrator to work for our well-established client in Hartlepool on a permanent basis. Our client is a global manufacturing business with two sites in the UK and are a leading independent, global manufacturer of specialty aroma chemicals and natural extracts for the flavour and...

  • Engineering Co-Ordinator

    2 weeks ago

    Hartlepool, United Kingdom Major Talent Full time

    Major Recruitment have an exciting opportunity for an Engineering Co-Ordinator to work for our well-established client in Hartlepool on a permanent basis. Our client is a global manufacturing business with two sites in the UK and are a leading independent, global manufacturer of specialty aroma chemicals and natural extracts for the flavour and fragrance...