Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
Please note - this role can be hybrid from our Hartlepool or Chippenham Office.
Responsibilities
1. Develop and own the end-to-end process & delivery within NEC for Major Incident Management
2. Lead and develop a cohesive team split across multiple geographic locations and manage people effectively, including coaching and development.
3. Measure, monitor and review performance of the team and process using KPIs and CSFs, ensuring alignment with business needs and IT strategy.
4. Ensure the team is skilled to the appropriate level.
5. Allocate work within the team.
6. Support bid responses and the development of service offerings with business stakeholders.
7. Maintain compliance through preparation and attendance at internal and external audits, particularly ISO 20000 audits.
8. Review and verify that all documentation is moderated and accurately updated in accordance with document management requirements.
9. Implement continual service improvement strategies with awareness of business priorities, objectives, and drivers.
10. Work closely with other process managers to ensure a full ITIL aligned end-to-end service is available to stakeholders.
11. Build and maintain relationships with internal and 3rd party organisations, such as technical resolver teams.
12. Ensure adherence to contractual SLAs.
13. Provide Major Incident reporting as required by each contract.
14. Communicate effectively both verbally and in writing at both technical and stakeholder levels.
15. Understand ITIL Major Incident management techniques.
16. Balance and plan the short-term actions of the team.
17. Knowledge of relevant industry standards and best practices for service management.
18. Strong communication skills, including the ability to influence and persuade stakeholders.
19. Understand all of NECSWS business areas.
20. Think critically about systems and make adjustments consistently as needed.
21. Manage time effectively while setting the tone of the team through leadership.
22. Document, audit, and improve all processes used by service management.
23. Own the escalation management process.
24. Remain calm and focused in high-pressure scenarios.
25. Participate in the On Call Rota.
Qualifications
Essential Skills
1. Demonstrable Service Management experience, focusing on Major Incident Management.
2. Stakeholder Management.
3. Resource Management.
4. Excellent customer service skills and an ability to innovate.
5. Excellent communication and business writing skills.
6. Working knowledge and experience of the ISO20000 Service Management Standard.
7. Ability to lead from the front and mentor both direct reports and the wider team.
8. Excellent problem-solving skills.
9. Good working knowledge of infrastructure and application technologies.
Essential Qualifications
1. ITIL v3 Foundation.
2. ITIL v3 Intermediate Qualification.
3. Eligible for NPPVL3 + SC clearance.
Desirable Qualifications and Skills
1. ITIL v4 Foundation.
2. ITIL v4 Intermediate Qualification.
Additional Information
We are proud of the benefits we offer employees of NEC Software Solutions:
* Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
* 25 days paid holiday with the option to buy/sell.
* 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
* A Group Pension Plan with employer contributions up to a maximum of 8.5%.
* A selection of flexible benefits to suit individual needs.
* An invaluable employee assistance programme.
* Free access to LinkedIn Learning with over 15,000 courses.
OTHER INFORMATION
Candidates must demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the role, a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). Our software helps in various public service sectors.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more.
We’d love your help. And we’ll support you all the way.
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