Incident & Problem Management Lead

6 days ago

Coventry, Coventry, United Kingdom Coventry Building Society Full time

About the Role

We are seeking a highly skilled and experienced Incident & Problem Management Lead to join our team at Coventry Building Society. As a key member of our Service Management team, you will be responsible for owning and driving the use of ITIL best practice across the organisation, ensuring all CBS Systems and Applications maintain a strong Service foundation.

Key Responsibilities

  • Lead investigations of serious incidents, engaging with internal and external parties, effectively coordinating resources to restore service, whilst managing appropriate lines of communication.
  • Chair post-incident reviews to determine and assign preventative and/or corrective actions to the appropriate audiences.
  • Provide leadership, direction, and guidance in assessing and evaluating future potential threats to incident and problem management and communicate with all concerned parties.
  • Maintain regular contact with senior managers in IT and across the business, establishing standards for incident and problem management processes and procedures.
  • Ensure risk, issues, and decisions are escalated appropriately.
  • Engage with 3rd Parties where appropriate to ensure delivery of the agreed IT strategy.

Requirements

  • Proven record of working with the Major Incident & Problem Management functions, with skills and experience in delivering the following:
  • The instinct to always be looking for improvement opportunities, analysing data and observing how processes are designed / executed, and proactively triggering pieces of work that will improve outcomes.
  • Demonstrable broad expertise across all process disciplines with SME knowledge in chosen specialist areas.
  • Professional ITIL certification or similar required. Working knowledge of other ITIL processes outside of specialist area.
  • Experience of using the Microsoft Office products to create and manage documentation, as well as use of ServiceNow as the primary Service Management tool.

About Us

We are a building society focused on our purpose of giving people the power to be better off through life. We're proud to be a mutual organisation, where savers and borrowers join together to get what they need. We value diversity and inclusion, and are committed to creating an inclusive and inspiring workplace.

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