Major Incident Manager - ITIL

Methods Business and Digital Technology Limited is a £100M+ IT Services Consultancy that has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet. We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

The main objective of this role is to develop and improve the Incident Management function within organisations we work with, and the perception, both internal and external, of that function.

Responsibilities:

• The Major Incident Manager will look closely at ways to enhance the function and ensure that analysts performing incident and problem management functions are fully briefed and knowledgeable in all aspects of the processes and procedures.
• Ensure that Incidents logged are managed in a proactive and effective manner in accordance with contractual KPIs.
• Work closely with the Service Delivery Manager to develop more effective processes and procedures to ensure that multiple SLAs can be managed across the team.
• Drive better working relationships with on-site teams and other referral groups to improve the management of incidents.
• Manage peaks and troughs in activity to ensure that customers receive service excellence.
• Ensure that standards and processes are implemented and adhered to.
• Liaise with all our clients ITSM Service Delivery team where necessary to ensure the provision of the Service within agreed SLAs and to make recommendations for improvements.
• Share knowledge and experience in the form of coaching, mentoring, or training to team members.
• Attend Service Review Meetings as required.
• Manage small CSI projects, working within deadlines, prioritising your own workload.
• Facilitate and support the recruitment and selection of new team members.
• Provide management support in the absence of the Service Delivery Manager.
• Provide SME advice during the service transition/acceptance into service of new services.

Qualifications:

Candidates must have a strong track record of performing as a Major Incident Manager, ideally with a proven knowledge and understanding of ITIL processes.

By joining us you can expect:

• Autonomy to develop and grow your skills and experience.
• Be part of exciting project work that is making a difference in society.
• Strong, inspiring and thought-provoking leadership.
• A supportive and collaborative environment.

We offer:

• Development access to LinkedIn Learning, a management development programme and training.
• Wellness 24/7 Confidential employee assistance programme.
• Social – Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes.
• Time off 25 days a year.
• Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution.
• Discretionary Company Bonus based on company and individual performance.
• Life Assurance of 4 times base salary.
• Private Medical Insurance which is non-contributory (spouse and dependants included).
• Worldwide Travel Insurance which is non-contributory (spouse and dependants included).