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**ICT Manager

2 months ago

Southampton, Southampton, United Kingdom Dabster Group Full time

About the Role

We are seeking an experienced ICT Manager to join our team at Dabster Group. As an ICT Manager, you will be responsible for managing the resolution of Major, P1, and P2 Incidents by coordinating activities of all internal and external Service Providers in line with process requirements and commercial commitments.

Key Responsibilities

  • Chair bridge calls for Major, P1, and P2 Incidents and ensure service restoration within agreed targets.
  • Ensure that Stakeholders are kept fully informed of status and progress throughout the life of Major, P1, and P2 Incidents via consistent and high-quality communications.
  • Organise and chair the Post Incident Review documentation and call with key stakeholders.
  • Reduce the number of service disrupting Incidents through effective Root Cause Analysis leading to the implementation of agreed workarounds and/or preventative permanent solutions.
  • Lead and drive problem resolution, directing tasks while holding teams/suppliers accountable to deadlines.
  • Drive Service Provider (internal and external) compliance with Incident and Problem ticket quality, update, and management requirements.
  • Ensure production of quality process artefacts (Major Incident Reviews, Root Cause Analysis, etc).
  • Provide quality, detailed reports on a regular and ad-hoc basis (including analysis of trend data).
  • Take steps to anticipate, investigate, and prevent Incidents occurring through 'what-if?' scenario modelling and analysis of trend data & patterns to drive pro-active remediation/preventative activities.
  • Coordinate the implementation of agreed remedies and preventative measures.
  • Ensure that the processes are operated in line with documented requirements, targets, SLAs, OLAs, and commercial obligations.
  • Work with other Service Management representatives to ensure that interfaces with other IT processes and functions are identified, defined, and monitored.
  • Accountable for peer-to-peer contact for partner/supplier MIM engagement.
  • Ensure that all associated process-related Risks are identified, assessed, and managed.

Requirements

  • A good knowledge of Dabster Group's business and corporate drivers and goals.
  • A good knowledge of the impact of relevant Service Lines on individual Business Units.

Essential Functional / Technical Skills

  • English language to CEFR C1 or above.
  • A minimum of 5 years' technical or functional experience, some of it gained in other organisations.
  • Experienced in chairing Major Incident / RCA calls, coordinating workstreams with global teams/vendors.
  • Excellent knowledge/experience of IT Incident and Problem Management.
  • Experienced in creating communications, tailored for a wide audience.
  • Expert in the use of Service Management processes and best practice such as ITIL; qualified to ITIL Foundation level (minimum).
  • Supplier management experience gained in an outsource or SIAM partnership.
  • Stakeholder management experience (preferably in a multi-customer scenario).
  • Experienced in the use of ServiceNow.
  • Excellent understanding of the development, customisation, and implementation of Service Management processes and procedures.
  • Experienced across a broad range of IT services and disciplines.
  • Experience of working in IT at a leadership level with strong leadership experience in IT Service Management.

Personal Attributes / Competencies

  • Presentation skills and the ability to build relationships is important.
  • Skilled and experienced in stakeholder management including excellent communication, interpersonal, influencing, negotiation skills, and be able to liaise effectively with senior stakeholders.
  • Good communicator, both written and orally.
  • Customer focused, self-motivator, flexible with a 'can-do' attitude and positive influencing skills.

Skills Attainment (SFIA v8)

Incident Management (USUP) Level 4

Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures.

Problem Management (PBMG) Level 4

Initiates and monitors actions to investigate and resolve problems in systems, processes, and services. Determines problem fixes and remedies. Collaborates with others to implement agreed remedies and preventative measures. Supports analysis of patterns and trends to improve problem management processes.

Supplier Management (SUPP) Level 3

Acts as the routine contact point between the organisation and suppliers. Supports resolution of supplier-related incidents, problems, or unsatisfactory performance. Collects and reports on supplier performance data.

Service Level Management (SLMO) Level 3

Monitors service delivery performance metrics. Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.

Stakeholder Relationship Management (RLMT) Level 4

Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information. Implements stakeholder engagement/communications plan. Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.