Incident & Problem Team Leader

3 months ago

Leeds, United Kingdom Bailie Group Full time

**About the CDS Service Delivery team**:
We're accountable for projects and services that makes a difference to people’s lives. We work on projects & with customers that fit with the CDS core values of making a positive difference, and we feel good about our work.

Our working model is centred around a team delivery approach; meaning that creating a collaborative, open and engaging environment is core to our success. We measure our successes by the impact we have to our customers, so are always looking for ways of improving how we work.

Our hybrid working model is centred around a team delivery approach; meaning our people come first. Supporting each other to balance work and life is core to our success, so if it works for you and for the team we have a winning formula.

**About the role**:
This is a client facing role leading an Incident & Problem team responsible for managing in excess of 100 tickets per week, ensuring CDS provide a quality service where support tickets are managed in a timely manner to meet or exceed SLA’s.

This role will lead the staff, resources, and processes of the Incident & Problem team, including the day-to-day operations and service level agreements. Responsible for maintaining the team’s performance, developing, and implementing strategies for improvement, and ensuring that customer service is consistently provided to a high standard.

The Incident & Problem Team Leader requires excellent customer service skills, strong problem-solving and analytical abilities, and experience managing a team in a service desk environment.

Under the direction of the Head of Service Delivery, the Incident & Problem Team Leader assumes day to day responsibility for communication, guidance and operation of the Incident and Problem management processes.

**Inc**ident/Problem Management**:

- Responsible for co-ordinating Incidents and Problems across multiple clients, ensuring correct process and procedures are followed and Incidents/Problems are accurately recorded, updated, and resolved, wherever possible within agreed SLAs.
- Monitor and assess performance of the Service Desk to ensure Service Levels are met.
- Assessment and improvement of the quality of Incidents and Problems for accuracy.
- Co-ordination of Major Incidents, liaising between resolver teams, clients, and any other interested parties, ensuring regular Major Incident communications are sent.
- Create, prepare and distribute Incident and Problem Management documentation and communications including but not limited to:

- Major Incident Communications
- Local Work Instructions
- Major Incident Reports
- Root Cause Analysis
- Management Reports and Analysis
- Housekeeping and queue management of Incident and Problem records and their associated documentation within the service management toolset.
- Identify opportunities and improvements for event monitoring.

**General**:

- Perform performance reviews, set objectives and absence management.
- Day to day management of Incident, Problem and Request processes and procedures
- Monitor and analyse customer trends and feedback to identify opportunities for improvement.
- Assist in co-ordination of Incident and Problem records requiring Change or Release Management activities and associated transition to live.
- Contributing to the continual improvement of all processes and identifying areas for improvement
- Maintain awareness of all contractual and ISO requirements to ensure compliance.
- Participating with both internal and external audits against processes i.e., ISO 20000, ISO 27001
- Production of the OOH shift rotas and submission to external OOH support capability
- Own and manage CDS’s external OOH support provider including new customer onboarding needs, issue resolution and service reviews.
- Dealing with customer escalations as appropriate
- Involvement with service design and Service Transition
- Some aspects of this senior role are intended to provide contingency for the Incident & Problem team and Service Delivery Manager in times of absence and high demand.
- Other duties as reasonably requested.

**Requirements: Essential**:

- Minimum 5 years’ Service Management experience.
- Minimum 2 years’ experience in managing a Service Desk.
- Minimum of 2 years line management experience.
- Minimum ITIL V3 Foundation Certificate.
- Minimum of 2 years delivering cloud-based services (Azure / AWS).
- Knowledge of IT security principles.
- Ability to lead and motivate a team.
- Excellent communication and interpersonal skills.
- Knowledge of Service Management software (for example, Remedy, Service NOW, Alemba etc).
- Strong analytic and Problem-solving skills (5 Whys, FMEA, Fault tree).

**Preferred**:

- ITIL 4 Foundation Certificate.
- Service Desk Institute (SDI) Management Certificate.
- Experienced in the support of Cloudflare Zero Trust.
- Experience in supporting Content Management systems.
- Experience in supporting Case Management systems.
- Experienced in Agil

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