Job Title
Service Delivery Manager - Incident Management
Location
Asda House
Employment Type
Full time
Contract Type
Permanent
Hours Per Week
37.5
Salary
Competitive salary plus benefits
Category
IT Operations
Closing Date
18 March 2025
We are looking for a dedicated and experienced Service Delivery Manager specialising in incident and major incident management to join our team. We are on a challenging yet exciting journey to ensure the success of our incident management processes.
Your role:
The Service Delivery Manager - Incident Management will be responsible for overseeing the end-to-end incident management process. This includes working alongside our trusted partners who deliver ITSM remit. The role requires a proactive approach to managing incidents, ensuring timely resolution, and minimising the impact on business operations. You will be the primary point of contact for all incident-related processes and will work closely with internal and external stakeholders to enhance incident management processes.
What you’ll love:
1. Accountable for the overall incident management process, ensuring that incidents are managed and resolved in a timely manner through the contracted partner.
2. Oversee the partner to ensure effective delivery of incident management services.
3. Implement and maintain ITIL-based incident management practices, ensuring the contracted partner's adherence to these standards.
4. Monitor and report on incident trends and performance metrics, identifying areas for improvement and driving them through continuous improvement practices.
5. Collaborate with internal teams to address and resolve any operational challenges related to incident management.
6. Develop and deliver training and awareness programmes on incident management processes and best practices.
7. Ensure compliance with SLAs and contractual obligations related to incident management services.
8. Support post-incident reviews and drive continuous improvement initiatives.
What you’ll need:
1. Hands-on Incident Management: Proven experience in managing and resolving incidents directly.
2. Supplier Management: Strong experience in managing and working with external suppliers, ensuring the delivery of high-quality services.
3. ITIL Knowledge: In-depth understanding of ITIL incident management practices and their application in real-world scenarios.
4. Problem-solving: Excellent analytical and problem-solving skills, with the ability to think critically and make informed decisions under pressure.
5. Communication: Strong verbal and written communication skills, with the ability to communicate effectively with stakeholders at all levels.
6. Team Collaboration: Ability to work collaboratively with internal and external teams to achieve common goals.
7. Leadership: Demonstrated leadership skills, with the ability to inspire and motivate teams to deliver exceptional results.
8. Adaptability: Flexibility to adapt to changing business needs and priorities, with a positive attitude towards tackling challenges.
Join us on this exciting journey to enhance our incident management processes and make a meaningful impact on our business operations. If you have the hands-on experience and the drive to succeed, we would love to hear from you.
Work Where it Works
Our hybrid way of working gives you the choice to work where it works. This enables you to choose where you’ll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team.
You will also get an excellent benefits package including:
* Discretionary company bonus
* £5,700 company car or car allowance
* Company pension up to 7% matched
* 15% colleague discount, free parking and many additional rewards.
We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.
#J-18808-Ljbffr