Incident and Problem Manager
Location: Cheltenham, UK (Hybrid working)
Benefits: 27 days holiday plus Wellbeing day,Private Medical Insurance, Bonus scheme, Sharescheme, Enhanced pension plan,Life assurance, Discount scheme.
Role Overview:
The Group IT Incident & Problem Manager will own the design and delivery of a Global Incident, Major Incident and Problem Management function. The Incident & Problem Manager will be responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and reduce incidents through trend analysis and service improvement plans.
Your objectives and responsibilities will focus on…
1. The successful and timely restoration of all Major Incidents that are assigned, whilst keeping the business and customers updated
2. Accountability for Major Incident satisfaction according to SLAs and internal KPIs, implementing corrective actions as required
3. Establishing and maintaining timely communications with all relevant stakeholders to ensure they remain informed of service improvement status
4. Minimising and mitigating business-impacting incidents through controlled problem identification and responsive service improvement plans
5. Reviewing and updating documentation for current processes to be in line with ITIL best practice
6. Producing and maintaining Major Incident Reviews to a variety of internal customers, including senior and executive management level
Your previous experience is likely to include….
7. Demonstrable experience developing and leading ITIL Incident & Problem
8. Driving process conformity
9. Acting as an IT Incident and Problem authority for an organisation of more than 1,000 geographically dispersed colleagues
10. Service management working within an ITIL framework
11. Broad exposure to IT infrastructure/application landscape
To be successful in this role you will…
12. Demonstrate Company Core Values at all times
13. Be an effective communicator and able to produce high-quality reports and presentations
14. Show knowledge of implementing ITIL and service quality procedures
15. Define, document and manage procedures and processes effectively
Spirax Group is a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.
Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!
Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.
Benefits
You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days’ paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts’ portal. We also offer a range of additional support and benefits through our Everyone is Included Group Inclusion Plan, detailed below.
Everyone is Included at Spirax Group
We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.
We want everyone to be able to make their difference here, so we will always consider requests for flexible working.
We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender-neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause-friendly workplace principles and more. Learn more at .
We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form or notify our recruitment partners.