Major Incident and Problem Management Lead

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Work location: Nottingham or Sheffield

Working pattern: Hybrid. 2 office days per week, which is currently set at Monday & Tuesday.

Working hours: contracted hours in shift patterns between 8am and 5:30pm

Must be eligible for SC Clearance & be willing to undergo NPPV2 application

Salary: Up to £60,000

The Major Incident and Problem Management Lead is responsible for overseeing both the Major Incident aspect of the Incident Management ITIL practice and the Problem Management ITIL practice. This role ensures the delivery of exceptional service that meets the high standards expected by enterprise-class customers.

Key Responsibilities:

• Lead and Inspire: Mentor senior process managers and the wider team.
• Drive Excellence: Identify and implement improvements in performance and service quality.
• Ensure Compliance: Maintain adherence to Major Incident and Problem Management processes.
• Resolve Issues: Own and resolve escalations and quality concerns.
• Be the Face: Represent processes to the wider business and prospective customers.
• Innovate: Identify and drive Continual Improvement opportunities.

The ideal candidate will have:

• Certification: ITIL Intermediate (or equivalent).
• Experience: Extensive experience in ITIL practice level management of Major Incident and Problem Management.
• Skills: Strong relationship-building, analytical skills, and the ability to manage multiple tasks.
• Attributes: Calm under pressure, effective in managing customer expectations, and a logical approach.
• Technical Knowledge: SQL, Active Directory, O365, Azure, etc.

What can we offer you?

• Through our one of a kind training programme, the Littlefish Academy, you can increase your earnings by £4,500
• Referral bonus scheme of £1000 when you successfully refer a friend.
• Access to our Linked In Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare
• Casual dress policy
• Company Pension Scheme
• Company social events
• 25 days annual leave plus public / bank holidays
• Purchase and sale of annual leave scheme

Life at Littlefish:

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow.

• I am High Performing: I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
• I am Passionate: We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
• I Have a Can-Do Attitude: I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

So, if you feel like you can make a tangible difference, apply today, and join us on this journey.

Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported.

We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.

Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has an option has a prefer not to say.