Overview

We are seeking a proactive and experienced Major Incident Manager to lead our Major Incident Management process within NEC. This hybrid role offers the flexibility to work from either our Hartlepool or Chippenham office. This individual will play a key role in the delivery of exceptional IT services at NEC.

Key Responsibilities

• Process Ownership: Lead and continuously improve the end-to-end Major Incident Management process, ensuring alignment with NEC’s IT strategy.
• Team Leadership: Manage, coach, and develop a geographically dispersed team, fostering collaboration and high performance.
• Performance Management: Monitor team and process performance using KPIs and CSFs, ensuring business needs are met.
• Resource Allocation: Assign tasks and manage workloads within the team to maintain optimal service levels.
• Stakeholder Engagement: Support bid responses, develop service offerings, and build strong relationships with internal and external stakeholders, including technical resolver teams.
• Compliance & Documentation: Maintain compliance with industry standards (especially ISO 20000), prepare for audits, and ensure all documentation is accurate and up to date.
• Service Improvement: Drive continual service improvement initiatives, staying aware of business priorities and objectives.
• Collaboration: Work closely with other process managers to deliver a fully ITIL-aligned service.
• Reporting: Provide timely and accurate Major Incident reports as required by contracts.
• Escalation Management: Own and manage the escalation process, ensuring swift and effective resolution.
• On-Call Support: Participate in the on-call rota as required.

Qualifications

• Proven experience in Service Management, with a focus on Major Incident Management.
• Strong leadership and team development skills.
• Excellent stakeholder and resource management abilities.
• Outstanding customer service orientation and problem-solving skills.
• Effective verbal and written communication, with the ability to influence at all levels.
• Working knowledge of ISO 20000 and ITIL Major Incident Management.
• Familiarity with infrastructure and application technologies.
• Ability to remain calm and focused under pressure.
• Experience with service management best practices and industry standards.

• ITIL v4 Foundation (required)
• Eligible for NPPVL3 + SC clearance

Additional Information

• We offer an excellent benefits package, including an above-average pension scheme.
• Private Medical Cover funded by NEC for employees (with option to add family members at additional cost)
• 25 days paid holiday with option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with option to increase cover at additional cost)
• A Group Pension Plan with employer contributions up to 8.5%
• Flexible benefits to suit individual needs
• LinkedIn Learning access for all colleagues (over 15,000 courses)

• Candidates must demonstrate the right to work and travel within the UK. Documentary evidence will be required.
• All offers subject to vetting, references and occupational health checks.
• DBS check may be required depending on role.

NEC Software Solutions is an equal opportunities employer. If you require reasonable adjustments or accessibility accommodations during recruitment or interview, please share these with us. We are committed to an inclusive experience for all candidates.