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MAJOR INCIDENT / SERVICE DELIVERY MANAGER

Job Title: MAJOR INCIDENT / SERVICE DELIVERY MANAGER
Contract Type: Permanent
Location: Berkshire, England
Industry:
Salary: Negotiable
Start Date: ASAP
REF: MIM+SD/BERK/ROB_1558108492
Contact Name: Robert Hudson
Contact Email: robert.hudson@projectpeople.com
Job Published: 4 months ago

Job Description

Working for a major telecoms organisation in Berkshire, you will be responsible for Major Incident /Service Delivery Management within the organisation, and with key partners.

Role Summary

  • Accountable for the governance of the E2E Incident Management Process; processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
  • Accountable for ensuring Incident Management processes will work effectively across partners to minimize Service Impact and therefore only require minimal resource at the Service Assurance level. This will be enhanced through automation and workflows to ensure resolver groups receive incidents without intervention
  • Accountable for 24x7x365 point of escalation for cross partner escalation in the Service restoration of major incidents
  • The typical planning horizon for this role is weekly in that it provides operational capability to the business.

Responsibilities

  • Ensures that any impact to services for Customers and Employees is minimised through effective Service Restoration. Service Restoration will be achieved through Partners in the Resource layer managing Technologies underpinning Services.
  • Responsible for routing major incidents between partners and coordinating that they are resolved in a timely manner with minimal disruption to the business:
  • Supports 24 x 7 x 365 incident management monitoring across the organisation
  • Responsible for developing the procedures and frameworks for how incident management is handled by partners, and in between partners
  • Ensures Service Impact is consistently understood and communicated to the right level of business stakeholders in a timely fashion through appropriate service monitoring and post incident reporting. Incident management will be seamless embedded to change, problem and CSI activities and process
  • Ensures Incident Management processes work effectively across partners to minimize Service Impact and therefore only require minimal resource at the Service Assurance level. This will be enhanced through automation and workflows to ensure resolver groups receive incidents without intervention.

Essential Skills

  • Certified ITIL Service Operation intermediate.
  • Experience of (major) incident management within a multi-party Telecoms / IT environment including on a 24x7 basis
  • Strong knowledge of Service Management / Service Delivery processes, to understands wider business principles and commercial impact

Project People is acting as an Employment Agency in relation to this vacancy.