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Please note - this role can be hybrid from our Hartlepool or Chippenham Office.

Responsibilities

• Develop and own the end-to-end process & delivery within NEC for Major Incident Management
• Lead and develop a cohesive team across multiple locations, coaching and developing team members
• Monitor and review team performance using KPIs and CSFs to meet business needs and align with IT strategy
• Ensure the team is skilled and performing at the appropriate level
• Allocate work within the team
• Support bid responses and develop service offerings with stakeholders
• Maintain compliance through audits, including ISO 20000
• Ensure documentation is accurate and updated according to document management requirements
• Implement continual service improvement strategies based on business priorities
• Work closely with process managers to ensure ITIL-aligned services
• Build relationships with internal and third-party organizations
• Adhere to contractual SLAs and provide Major Incident reports
• Communicate effectively at technical and stakeholder levels
• Understand ITIL Major Incident management techniques
• Plan short-term team actions effectively
• Understand industry standards and best practices for service management
• Communicate persuasively with stakeholders
• Understand NECSWS business areas
• Think critically and adjust systems as needed
• Manage time effectively and lead the team’s tone
• Document, audit, and improve service management processes
• Own the escalation management process
• Remain calm under pressure
• Participate in the On Call Rota

Qualifications

• Experience in Service Management, especially Major Incident Management
• Stakeholder and Resource Management skills
• Excellent customer service and innovation skills
• Strong communication and business writing abilities
• Knowledge of ISO 20000 Standard
• Leadership and mentoring capabilities
• Problem-solving skills
• Knowledge of infrastructure and application technologies

Essential Qualifications

• ITIL v4 Foundation
• ITIL v4 Intermediate Qualification
• Eligible for NPPVL3 + SC clearance

Additional Information

We offer a range of benefits, including private medical cover, holiday buy/sell, life assurance, pension plan, flexible benefits, employee assistance program, and free LinkedIn Learning courses.