IT Service Excellence Manager
7 days ago
Effective IT Incident and Problem Managers play a pivotal role in ensuring high service availability. This key position oversees ICT incidents from start to resolution, driving root cause prevention and implementing permanent fixes.
Key Responsibilities:- Lead major incident responses, coordinating technical teams to restore services swiftly.
- Ensure incidents are classified, prioritised, escalated, resolved, and closed in line with ITIL standards.
- Monitor incident trends, deliver timely reporting, and maintain clear stakeholder communication.
- Document and manage problems to resolution, ensuring efficient resource allocation
- Facilitate post-incident reviews and implement governance activities
- Collaborate with change and release teams to govern the Known Error Database (KEDB).
- Proven experience managing enterprise-level IT incident and problem management functions.
- Strong knowledge of ITIL v3 or v4 practices
- Experience coordinating major incident response across technical and business teams.
- Excellent communication and stakeholder engagement skills
- Ability to lead continuous improvement activities in high-pressure ICT environments.
Candidates holding a current TSPV clearance are encouraged to apply if they possess transferable skills relevant to this role.
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