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- Tasks: Lead a team in managing major incidents and ensure smooth service delivery.
- Company: Join NEC Software Solutions, a global tech leader making a real-world impact.
- Benefits: Enjoy private medical cover, 25 days holiday, and flexible benefits tailored to you.
- Why this job: Be part of a mission-driven team that supports vital public services and makes a difference.
- Qualifications: Service management experience, ITIL qualifications, and strong communication skills are essential.
- Other info: Hybrid working available; commitment to inclusivity and employee support.
The predicted salary is between 36000 - 60000 £ per year.
Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
Please note – this role can be hybrid from our Hartlepool or Chippenham Office.
Responsibilities
- Develop and own the end-to-end process & delivery within NEC for Major Incident Management
- Lead and develop a cohesive team across multiple locations, coaching and developing team members
- Monitor performance using KPIs and CSFs, ensuring alignment with business needs and IT strategy
- Ensure the team is skilled and performing at the appropriate level
- Allocate work within the team effectively
- Support bid responses and develop service offerings with stakeholders
- Maintain compliance through audits, including ISO 20000
- Review and verify documentation accuracy and updates
- Implement continual service improvement strategies aligned with business priorities
- Collaborate with process managers to ensure an end-to-end ITIL aligned service
- Build and maintain relationships with internal and third-party organizations
- Ensure adherence to SLAs and provide Major Incident reports as required
- Communicate effectively at technical and stakeholder levels
- Apply ITIL Major Incident management techniques
- Plan and balance short-term team actions
- Understand industry standards and best practices for service management
- Lead with strong communication, influence, and persuasion skills
- Understand NECSWS business areas and systems
- Make system adjustments based on critical analysis
- Manage time effectively and lead the team’s tone and culture
- Document, audit, and improve processes regularly
- Own the escalation management process
- Remain calm and focused under pressure
- Participate in the On Call Rota
Qualifications
Essential Skills
- Experience in Service Management, focusing on Major Incident Management
- Stakeholder and Resource Management skills
- Excellent customer service and innovative skills
- Strong communication and business writing skills
- Knowledge of ISO 20000 Service Management Standard
- Leadership and mentoring abilities
- Problem-solving skills
- Knowledge of infrastructure and application technologies
Essential Qualifications
- ITIL v4 Foundation
- ITIL v4 Intermediate Qualification
- Eligible for NPPVL3 + SC clearance
Additional Information
Benefits include private medical, holiday entitlement, life assurance, pension, flexible benefits, employee assistance program, and free LinkedIn Learning courses.
Other Information
Candidates must demonstrate the right to work and travel within the UK. Vetting, references, and possibly a DBS check are required.
NEC Software Solutions is an equal opportunities employer. We accommodate accessibility needs during recruitment.
Who We Are
NEC Software Solutions, part of NEC Corporation, supports public services globally, helping save lives, support families, and improve transportation. Join us to make a difference and support our mission to serve communities worldwide.
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Contact Detail:
NEC Software Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Familiarise yourself with ITIL Major Incident Management techniques. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to the role and its responsibilities.
✨Tip Number 2
Network with current or former employees of NEC Software Solutions on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've managed major incidents in the past. Highlight your problem-solving skills and ability to remain calm under pressure, as these are crucial for the role.
✨Tip Number 4
Research NEC Software Solutions' recent projects and initiatives. Being knowledgeable about their work will allow you to tailor your responses and show genuine interest in contributing to their mission.
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Major Incident Management and service management. Use specific examples that demonstrate your skills in stakeholder management, resource management, and problem-solving.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention your ITIL qualifications and how your experience aligns with NEC's objectives, particularly in leading teams and managing incidents.
Highlight Key Skills: In your application, emphasise your strong communication skills and ability to work under pressure. Provide examples of how you've successfully managed teams and improved processes in previous roles.
Showcase Continuous Improvement: Discuss any initiatives you've led or been part of that focused on continual service improvement. This could include examples of how you've implemented best practices or enhanced compliance with industry standards.
How to prepare for a job interview at NEC Software Solutions
✨Showcase Your Leadership Skills
As a Major Incident Manager, you'll need to lead a team across various locations. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past, especially in high-pressure situations.
✨Demonstrate Your ITIL Knowledge
Since the role requires an understanding of ITIL Major Incident Management techniques, brush up on your ITIL knowledge. Be ready to explain how you have applied these principles in previous roles and how they can benefit the company.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Think of specific incidents you've managed, the challenges faced, and the outcomes achieved. This will show your critical thinking and ability to remain calm under pressure.
✨Highlight Your Communication Skills
Strong communication is key in this role. Prepare to discuss how you've effectively communicated with stakeholders at different levels, both verbally and in writing. Consider sharing examples where your communication skills made a significant impact.
