Major Incident Manager (ITIL)

TL;DR

Major Incident Manager (ITIL): Developing and improving the Incident Management function within client organizations with an accent on aligning with ITIL processes, proactive management of incidents, and effective communication across Service Operations teams. Focus on enhancing the function, ensuring adherence to standards, and driving better working relationships with on-site and referral groups.

Location: Based in the UK

Company

hirify.global is a UK-based IT Services Consultancy with over 30 years of experience, partnered with central government departments and agencies in the UK to provide end-to-end business and technical solutions.

What you will do

• Develop and improve the Major Incident Management function within client organisations, ensuring proactive and effective management to meet targets.
• Enhance the function and ensure analysts are fully briefed and knowledgeable in processes and procedures.
• Manage incidents in accordance with contractual KPIs and develop effective processes for multiple SLAs.
• Drive better working relationships with on-site teams and other referral groups to improve incident management.
• Share knowledge and experience in the form of coaching, mentoring, or training to team members.
• Manage small CSI projects, prioritise your own workload, and provide management support in the absence of the Service Delivery Manager.

Requirements

• Strong track record of performing as a Major Incident Manager.
• Proven knowledge and understanding of how to align with ITIL processes.
• Ability to manage peaks and troughs in activity to ensure customers receive service excellence.
• Experience in ensuring that standards and processes are implemented and adhered to.
• Capability to liaise with ITSM Service Delivery teams to ensure service provision within agreed SLAs.
• Experience in facilitating and supporting the recruitment and selection of new team members.

Culture & Benefits

• Autonomy to develop and grow skills and experience on exciting project work that makes a difference in society.
• A supportive and collaborative environment with strong, inspiring leadership.
• Access to LinkedIn Learning, a management development programme, and training.
• 24/7 Confidential employee assistance programme for wellness.
• Social events including Breakfast Tuesdays, Thirsty Thursdays, monthly Pizza, and commitment to charitable causes.
• 25 days of annual leave, a pension Salary Exchange Scheme (4% employer, 5% employee contribution).
• Discretionary Company Bonus, Life Assurance of 4 times base salary.
• Non-contributory Private Medical Insurance (spouse and dependants included) and Worldwide Travel Insurance (spouse and dependants included).