Major Incident & Problem Manager

Posted 4 September by Hays Specialist Recruitment Limited
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Permanent Job with EDM Group | Wolverhampton | contact

Your new company
Hays are working exclusively with EDM Group in Wolverhampton who are expanding their technology team following recent growth and investment. EDM are a multi-award-winning international provider of IT management and digital transformation services working their customers to manage their documents, data and processes. EDM offer services such as Digital Mailroom and end-to-end processes to receive, capture, store, process and handle critical information more efficiently. This recruitment is part of their 3-year strategic plan and will see several permanent hires join their IT Department. This is a fantastic time to join EDM and further develop your career as they help their customers digitally transform their business.

Your new role
This job is a newly created opportunity for a Major Incident & Problem Manager. Reporting to the Head of Transition and Service Management, you will lead the management and reporting of all incidents and associated problems. As Major Incident Manager, you will take the lead in high priority incidents and drive restoration of services as soon as possible. Whilst also ensuring an effective and coordinated set of processes are developed and maintained across all services, suppliers and customers. You will maintain key relationships internally and externally and drive improvement and innovation to Incident and Problem Management process. You will also drive Root Cause Analysis for all major incidents, produce management reports and analysis and drive a continual service improvement programme to improve customer service and support. In this role, you'll have the opportunity to effect real change and help shape the role and importance of Major Incidents within the wider business. As both Process owner and manager, you'll have opportunity to drive vision and direction whilst also being hands-on with delivery.

What you'll need to succeed
We are looking for candidates with recent previous experience working as a Major Incident Manager, ideally within an Enterprise scale environment and able to demonstrate strong analytical fault finding and troubleshooting skills. You will have technical skills to:

  • Deliver Major Incident, Incident and Problem Management.
  • Provide incident trend analysis and a roadmap for improvement.
  • Good knowledge of infrastructure, applications and hardware.
  • Hold relevant ITIL qualifications - V3 or V4 Foundation as a minimum.


We are also looking for applicants who are organised and methodical with good attention to detail. A fast learner with good communication skills who can build relationships with both technical and non-technical stakeholders. You will need the gravitas to influence and matrix-manage non-direct reports within the wider IT team.

Why work for EDM Group?
This is a great time to join EDM and be part of a team who are putting customer service and success at the heart of what they do. There is an exceptional focus on recruiting, sustaining and developing talented individuals across the business, while maintaining a diverse pool of extraordinary people and support in achieving their highest potential. You will have countless opportunities to:

  • Meet fantastic people.
  • Collaborate with a range of departments
  • Opportunities to achieve your highest potential, rewarded and recognised for your efforts in going the extra mile.
  • Encouraged throughout your career, at all levels of the business to share ideas.
  • Development opportunities throughout your career.

As well as a rewarding career, EDM Group offer a range of financial and personal development benefits such as: competitive salary, pension, 25 holiday days and professional development contributions, opportunity to learn and develop new skills and support all of our employees in achieving their highest potential while working in a supportive, positive working environment.

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. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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Reference: 40825342

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