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.

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. On an ongoing basis, 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.

The Major Incident Manager will also ensure that Incidents logged are managed in a proactive and effective manner in accordance with contractual KPIs, whilst working closely with the Service Delivery Manager to develop more effective processes and procedures to ensure that multiple SLAs can be managed across the team. The Major Incident Manager will also be responsible for driving through better working relationships with on-site teams and other referral groups, to bring about an improvement in the management of incidents.

Responsibilities include:

• Ensuring that the Major Incident Management function within our clients is managed proactively and effectively to meet targets while also ensuring efficient communications across all Service Operations teams.
• Managing peaks and troughs in activity to ensure that customers receive service excellence.
• Ensuring that standards and processes are implemented and adhered to.
• Liaising 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.
• Sharing knowledge and experience in the form of coaching, mentoring, or training to team members.
• Attending Service Review Meetings as required.
• Managing small CSI projects, working within deadlines, prioritising your own workload.
• Facilitating and supporting the recruitment and selection of new team members.
• Providing management support in the absence of the Service Delivery Manager.
• Providing SME advice during the service transition/acceptance into service of new services.

Benefits include:

• 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.
• 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).