Job Description Please note - this role can be hybrid from our Hartlepool or Chippenham Office. Responsibilities Develop and own the end-to-end process & delivery within NEC for Major Incident Management The ability to lead and develop a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team. Measure, monitor and review performance of the team and process using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy Ensuring the team is performant and skilled to the appropriate level Allocation of work within the team Support bid responses and the development of service offerings with the business stakeholders Be involved in maintaining compliance through preparation and attendance at internal and external audits particularly ISO 20000 audits. Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies Work very closely with other process managers to ensure a full ITIL aligned end to end service is available to stakeholders Build and maintain relationships with internal and 3rd party organisations as required, such as technical resolver teams. Ensuring adherence to contractual SLAs Provide Major Incident reporting as required by each contract A strong communicator both verbally and written at both a technical and stakeholder level. An understanding of ITIL Major Incident management techniques. An ability to balance and plan the short-term actions of the team. Knowledge and understanding of all relevant industry standards. Knowledge and understanding of best practices for service management. Strong communication skills, including the ability to be influential and persuasive with stakeholders. An understanding of all of NECSWS business areas. An ability to think critically about systems and to make adjustments consistently as needed. The ability to manage time effectively while setting the tone of the team through leadership. Ensuring that all processes used by service management are thoroughly documented, consistently audited, and regularly improved. Ownership of the escalation management process Must be able to remain calm and focused in high pressure scenarios. Take part in the On Call Rota