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Incident Problem and Change Manager

Isle of Man
Permanent
Our client seeks an Incident, Problem and Change Manager to join their team.
 
You will collaborate with teams across the Company's Technology landscape to coordinate and drive the proper handling of incidents, problem and change records through their respective process lifecycles.
 
The role pins together the “holy trinity” of ITIL Service Operations: making sure to fix services when they fail, making sure when they change the technology it's performed safely and when issues do occur, you have properly investigated and prevented a recurrence.
 
Key Skills & Experience
  • Manage the lifecycle of incidents through to resolution within timescales appropriate to their impact and risk, in line with Incident Management processes.
  • Communicate with colleagues, internal and supplier leadership teams consuming impacted services using approved channels to notify of outages, provide status updates and manage expectations of resolution timescales and activities.
  • Ensure change is implemented safely through the Change Management process.
  • Work with change requestors to provide guidance and quality assess change records raised to ensure that they comply with governance and adequately mitigate risk inherent with performing operational changes to production systems.
  • Provide approval for changes through use of the approved toolset, via chairing of the Change Advisory Board and Emergency Change Advisory Board.
  • Support Post Incident Reviews as appropriate, following a Major Incident or by exception when requested from Technology Leadership team or above.
  • Drive forward investigations and determine the causal factors of major incidents and failed changes with the technical stakeholders and service providers.
  • Work in a manner that is supportive of, taking steer from, complying with and providing input to the appropriate processes and policies.
  • Act as on-call Duty Manager, managing incidents out-of-hours and providing a coordination point for changes being deployed, as part of a wider team on a rota basis.
  • Provide holiday cover and backfill for the Service Excellence Manager
 
Key Responsibilities
  • Knowledge of ITIL Service Operations best practices and processes.  
  • ITIL Foundation certificate extremely desirable but not mandatory, depending on experience.
  • Experience working in an incident, problem and change management capacity previously - preferably within a Financial Services setting.
  • Proven, disciplined and consistent analytic approach and mindset.
  • Excellent spoken and written communication skills
  • Previous line management experience would be beneficial - however not mandatory
  • People focussed with strong empathy skills
  • The ability to work under pressure, while maintaining focus and accuracy
 
 
Your specialist: Debbie Amankwa
Quote job ref: 15412

Hi, I'm Debbie and I look forward to receiving your submission for this fantastic opportunity with this business.