Support ITSM Functions at JCB Group
This role is key in supporting the ITSM functions within the JCB Group IT Department, focusing on service management to ensure continual service availability and rapid restoration during outages.
You will manage and maintain the change management process, ensuring all system changes are logged, documented, and approved by relevant stakeholders. Your role includes preventing re-occurring issues, logging these in the management system, and prioritizing based on risk and impact. Additionally, you will produce management reports such as KPIs.
An on-call rotation is required to provide 24/7 support for P1 production and critical system outages.
About Your Role
* Maintain and improve global incident, change, and problem management processes
* Generate KPI reports for core services
* Create dashboards to visualize trends across the team and department
* Define communication plans for major incidents
* Engage with the business to understand and document critical processes
* Empower teams to log major incidents and changes
* Communicate confidently and challenge the status quo when necessary
* Implement and document change freezes and maintenance windows
About You
* Take ownership of incidents and problems until resolution
* Manage multiple incidents effectively
* Communicate across all organizational levels
* Manage stakeholders and set expectations
* Influence without authority
* Lead reviews, document outcomes, and follow up with team leads
* Support wider team objectives flexibly
Join JCB to benefit from competitive rewards, including a salary, 33 days’ holiday, pension, onsite gym, healthcare services, and discounts through the Rewards Hub. We also promote a healthy work-life balance with schemes like Cycle to Work.
JCB: Building a Brighter Future
We value diversity and welcome applications from all backgrounds. Our recruitment process is fair and inclusive. If you require support due to accessibility challenges, please contact our recruitment team at recruitment@. We will assist you in completing your application in an alternative format.
Note to Recruitment Agencies: JCB does not accept speculative approaches for advertised vacancies.
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