Incident and Problem Management Lead

Incident & Problem Management Lead Job working remotely as part of the dynamic support and service team at EMIS.

Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives. Are you interested in becoming part of that vision?

Working with our customers, we are leading the way in the delivery of patient centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not for profit organisations and specialist services. Ranked in the top five HealthTech organisations in the UK, we are committed to developing the next generation of healthcare technology that will truly make a difference.

Responsible for providing essential technology to 10,000 healthcare organisations across all major UK health sectors, we are looking for an Incident and Problem Management Lead to join our innovative support team.

Working remotely, you will lead the team that is responsible for delivering success to both EMIS and its customers via ownership and leadership of Incident and Problem Management. Collaboration is key at EMIS, as the Incident and Problem Management Lead you will work proactively to transform and align the major incident process within EMIS.

Leading a team of Incident and Problem Managers, you will be responsible for the mentoring and development of the team, reporting to the Head of ITSM.

This role is a remote working position with ad hoc requirement to visit the Leeds or Watford office for collaborative meetings. There is 1 in 5 week on call requirement for this position.

What you’ll do

As an Incident and Problem Management Lead, your key duties will include:
Ownership development and maintenance of the major incident, incident and problem function and processes within Service and Support.

Accountable and oversight of driving process improvements and automation to drive down incident and problem recurrence and volume.

Direct engagement with contractual customers demonstrating value of EMIS’ incident and problem function.

Creating value via the reporting, measurement, and governance of known errors, incidents and problem identifying trends

Leadership, management, and development of a team of incident and problem managers.

Who you’ll be

We want to make sure you’re set for success so the key skills we’re looking for in the role are below. We know not everyone ticks all the boxes and we’ll provide training on some of the areas if you’re the right person for the role.

Previous experience and proven track record of developing, maintaining, improving and managing incident and problem lifecycle and associated processes and procedures.

Excellent communications and stakeholder management experience

Experience in a people management position

ITIL certified or equivalent service management experience

Previous experience of leading transformation projects within support service is desirable

Knowledge of ServiceNow or similar ITSM tools would be an advantage

What We’ll Give You

As well as a competitive salary, you will also receive 25 days holiday plus excellent employer pension contribution, access to LinkedIn learning and other lifestyle discounts. To make sure you’re never out of pocket you will also join the health care cash plan that allows you to claim back medical, vision, and dental treatments, through to physio, reflexology, and much more, totalling over £2000 a year.