Incident and Problem Manager

Your new company

Hays Technology are recruiting an Incident and Problem Manager on a permanent basis to join a large public sector organisation based in the Newcastle area. This is a brand new role to make your own and reports into the Head of End User Support.

Your new role

In your new role, you will be responsible for owning and enforcing the Incident and Problem processes to ensure rapid restoration of service and the identification of root causes analysis or continuous service improvement plans to avoid incidents and reduce the time to resolution. You will be leading the analysis, specification, design, and Implementation of best practice IT incident and problem processes and procedures across the organisation to ensure that adherence is comprehensive, effective, and transparent.

You will be a key member of the End User Support and wider service management team and will try limit serious incidents occurring and constantly improve service operations across all services. This will include service desk, end user computing, infrastructure, and applications. You will also be providing guidance, support, and motivation to all delivery teams to ensure compliance with incident and problem processes and adherence to agreed KPIs and SLAs.

What you'll need to succeed

• Previous experience within Incident and Problem management
• Proven ability in documenting complex processes within an IT context e.g. ITIL
• In-depth practical experience of incident and problem management processes and procedures
• Broad understanding of the IT landscape in a large and complex organisation with sufficient technical skills to challenge assumptions and poor practice in service delivery
• Demonstrable skills in influencing and persuasion strategies
• Excellent verbal and written communication skills, and the ability to converse with both technical and non-technical stakeholders

What you'll get in return

This exciting position is paying between £33,966 to £44,263 negotiable on experience and offers an excellent work life balance including: hybrid working, 34 days annual leave + bank, a great public sector employer contribution pension scheme 21%, flexibility, training, and development opportunities.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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