A large well–established organisation is looking for a proven Incident & Problem Process Manager to identify and develop key processes for ensuring optimal IT and digital services. This is a hybrid role both working from home, approximately 3 days per week, and from their City, London office.
As part of an integrated Service Delivery team, the successful candidate will define, maintain, monitor and continually improve the processes of Incident, Major Incident and Problem Management across a range of IT services. Duties will include:
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Owning / maintaining services with minimal disruption and recovering failures in the shortest possible timeframe
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Ensuring that realistic service level commitments / SLAs are updated, monitored and adjusted as required
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Monitoring and reporting on performance of processes, as custodian of the request fulfillment process, with continual improvement in mind.
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Driving effectiveness of the Problem Management process, including resolving the occasional issue
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Using both quantitative and qualitative metrics to review process performance
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Creating monthly data and reports
In order to be suitable for this role you must have significant experience as an Incident Manager, Problem Manager, Service Delivery Manager or similar role in an effective, probably ITIL-focused, environment. It is essential to have strong management / leadership skills with the ability to own the process as well as demonstrate achievements and improvements with KPIs and Metrics. Any request fulfillment or problem management experience would be considered highly advantageous but is not essential.
This Incident & Problem Process Manager role is paying £48,000 plus benefits including a generous non-contributory pension.