Major Incident Manager - ITIL

This range is provided by Methods. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay rangeMajor Incident Manager

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future. Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them. Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio. Methods was acquired by the Alten Group in early 2022.

Role DescriptionThe main objective of this role is to develop and improve the Incident Management function within client delivery, and the perception, both internal and external, of that function. The role involves working closely with the Service Delivery Manager to ensure that Transitional activities to take the Incident Management functions forward to a new delivery model are developed and implemented. On an ongoing basis, the Major Incident Manager will look closely at ways to enhance the function and ensure that analysts performing incident and problem management functions are fully briefed and knowledgeable in all aspects of the processes and procedures. The Major Incident Manager will also ensure that Incidents logged are managed in a proactive and effective manner in accordance with contractual KPIs, whilst working closely with the Service Delivery Manager to develop more effective processes and procedures to ensure that multiple SLAs can be managed across the team. The Major Incident Manager will also be responsible for driving through better working relationships with on-site teams and other referral groups, to bring about an improvement in the management of incidents. Candidates must have a strong track record of performing as a Major Incident Manager, ideally with a proven knowledge and understanding of how to align with ITIL processes.

Responsibilities

Ensuring that the Major Incident Management function within client delivery is managed proactively and effectively to meet targets while also ensuring efficient communications across all Service Operations teams

Managing peaks and troughs in activity to ensure that customers receive service excellence

Ensuring that standards and processes are implemented and adhered to

Liaising with all Service Delivery team where necessary to ensure the provision of the Service within agreed SLAs and to make recommendations for improvements

Sharing knowledge and experience in the form of coaching, mentoring, or training to team members

Attending Service Review Meetings at other client meetings as required

Managing small CSI projects, working within deadlines, prioritising your own workload

Facilitating and supporting the recruitment and selection of new team members

Providing management support in the absence of the Service Delivery Manager

Providing SME advice during the service transition/acceptance into service of new services

Person Specification / Qualifications

Experience of delivery in a similar role in a high-pressured environment

ITIL Foundation Certificate (minimum) or Service Operations Lifecycle module (preferable)

Experience of SLA reporting, Key Performance Indicators, Dashboard reporting and Trend Analysis

Supplier management experience

Experience in case management toolsets - preferably ServiceNow

Excellent working knowledge of Microsoft Office - particularly Excel

Proven experience in communicating with a variety of stakeholders at different levels

Strong teamwork and collaboration skills

Able to work without supervision

Strong interpersonal and negotiation skills

Experience of building strong working relationships with a variety of stakeholders

Benefits

Autonomy to develop and grow your skills and experience

Be part of exciting project work that is making a difference in society

Strong, inspiring and thought-provoking leadership

A supportive and collaborative environment

Development resources, wellness support, flexible working, and various voluntary benefits

Additional Info

24/7 on-call rota with additional pay

Hybrid working (currently full remote)

Salary - £45,000-£50,000

Note: This role will require you to have or be willing to go through Security Clearance. Baseline Personnel Security Standard may apply; details are available on Gov.UK. If you are unable to meet criteria, employment may be delayed or rejected. Details will be discussed at ..... full job details .....