Description
A fantastic opportunity has arisen working for my Canary Wharf based client, they are currently looking for a incident and problem management manager to join their business on a contract basis.The role is required to manage the ITIL based incident and problem management team, which consists of two onsite, direct reports. It is also responsible for providing clear guidance and direction to a central incident management team.
Key Responsibilities:
-Managing the day to day activities of the onshore Incident & Problem Management team and ensuring the offshore team have sufficient guidance to work effectively.
-To build a cross-skilled and cohesive team leading the central Incident & Problem Management function.
-Develop team members through a combination of support, management and training.
-Be responsible for all Major Incidents assigned to the team (largely London & Global systems). It is expected that the successful candidate will be able to manage Incidents, as well as manage others performing that role.
-Working with the Incident Management process owner to ensure that templates and processes are appropriate, clear and robust for use.
-Ensure that proactive and reactive Problem Management activities are undertaken and managed - either by onshore or offshore resource.
-Ensure that Problem Management results in a reduction in call volumes.
-Ownership and communication of the Problem Management process.
-The Incident Management team is expected to support the IT Client Services, and key business area functions, with the resolution of key individual issues.
-Maintain and build upon our business facing relationships.
-Establish and maintain good working relationships with other departments, agency teams and 3rd party suppliers.
-Ensure documentation is produced in a timely and accurate manner.
-Ability to question users patiently about a problem to better determine the solution - where necessary apply logical thinking and patience to derive solutions to problems.
-Able to set realistic expectations with users and then meet them.
If you feel that you are a good fit for this role then please forward your current CV to Andrew Dale at Computer Futures.Sthree UK is acting as an Employment Business in relation to this vacancy.