Incident Management Manager

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
5-10 Years
North Ireland
Salary Description:
Competitive salary offered
Job Ref:

Becoming an Incident Management Manager with Capita IT Services:

The Major Incident Manager role is a key operational leadership role within Service Management structure, responsible for the process consolidation, improvement and deployment of Incident and Major Incident management across ITS.

You will be responsible for delivering Major Incident and Incident Management as a single delivery capability replacing any legacy business processes with a single process and creating a defined process, work instructions and governance for an Incident Management function for Incidents not P1 or P2.

This role will be based at one of Capita ITS' main Hubs. i.e.: Belfast or Nottingham


Be the 'Go To Person' for advice and guidance on Major Incident & Incident Management
Responsible for setting the day to day operation strategy for the Incident Function
Required to drive a single team culture bringing all parts of Incident together in one rounded Incident delivery function
Able to support and then implement Single Incident Processes for ITS
Able to drive Service Improvements and demonstrate the value of those changes to our customers and people

Relationship Management:

Build strong and collaborative relationships with Service Delivery Managers and Account Directors
Develop productive relationships with customers inside and outside Capita
Build a culture of collaboration where the function is seen to partner our Service Delivery Function and Heads of Service

Team Management:

Set clear objectives and measurements
Challenge behaviours and performance when they fall short of acceptable levels.
Set best practices ways of working as a single delivery team.
Ensure effective communication to all Incident team members
Support and drive career plans and succession management within the function
Create informative team briefs to the operational teams
Person Profile

Highly motivated and committed to delivering excellent customer service
Excellent motivator of people with the ability to communicate at all levels
Ability to take information and communicate back effectively to different stakeholders
Demonstrable track record of successfully running high impacting Major Incidents
Able to demonstrate composure under pressure and be comfortable making decisions
Confident and personable with strong inter-personal skills
Proactive and collaborative approach to working with customers, colleagues and partners
Able to build productive cross-functional relationships to successfully work with, and influence, individuals not directly managed.
Ability to define new ways of working and drive the one team culture
Flexible due to the 24x7 nature of Major Incident Management

Key Responsibilities:

Providing a single Major Incident Management process with standardised communications for IT Services
Ensure that communications are effective, appropriate and tailored to each stakeholder group
Responsible for delivering the operational day to day Incident function ensuring the team are correctly resourced and work is correctly allocated
Identifying ways to utilse the ITSM & O365 tools to improve the quality and content used to update stakeholders of Major Incidents
Deliver and govern the day to day oversight of Incident Management for P2 & Above Incidents
Drive down the Mean Time to Resolve for Incidents
Drive reductions in overall open tickets whilst reducing the aged banding
Defining and implementing the 24x7 strategy for the Incident function
Delivering clear communications to the business and key stakeholders

Contact Details:
Contact: Contact

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