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- Tasks: Manage incidents and reporting in a fast-paced IT service environment.
- Company: Join Sopra Steria, a leader in Aerospace, Defence and Security.
- Benefits: Flexible working arrangements, competitive salary, and opportunities for growth.
- Why this job: Make a real impact by improving service delivery and resolving issues efficiently.
- Qualifications: Experience in incident management and IT service environments required.
- Other info: Hybrid working options available; perfect for balancing work and study.
The predicted salary is between 40000 - 50000 £ per year.
Are you experienced in managing incidents, workload and reporting within a busy IT service environment? Do you enjoy keeping things moving, spotting patterns and making sure issues are progressed and resolved on time? We are looking for an Incident and Reporting Manager to join our Aerospace, Defence and Security business at Sopra Steria. This role focuses on managing incidents, ticket queues, workload and service performance rather than managing people. You will work closely with technical teams, delivery managers and customers to ensure services are delivered to agreed cost, risk, quality and service targets. You will own and deliver small scale services, or take responsibility for a component part of a larger service under the direction of a senior delivery manager. You will proactively manage service delivery in terms of its contribution to Sopra Steria business performance, productivity, sustainability and growth. This role can be based locally to Stevenage, Portsmouth or Newport, with hybrid working that varies depending on service and customer needs.
What you’ll be doing:
- Acting as the primary management point of contact for customers to report incidents, problems, make enquiries or request support in relation to services provided.
- Managing incident queues, ticket volumes and workflow to ensure incidents are prioritised, assigned and progressed in line with agreed service levels.
- Proactively monitoring and measuring service delivery performance against contract and SLA targets, producing clear and accurate reporting.
- Identifying trends and patterns in incidents and service data to support service improvement and reduce repeat issues.
- Chasing actions and deadlines across delivery teams to ensure timely resolution and maintain service momentum.
- Supporting delivery across systems, applications, technical infrastructure, business processes and IT services using multiple delivery channels.
What you’ll bring:
- Demonstrable experience working as an Incident Manager, Service Lead or Senior Service Analyst within a medium to large service management environment.
- Experience of working within an IT environment and to defined service level agreements.
- ITIL v3, v4 or v5 Foundation certification.
- Experience managing incidents, ticket queues, ticket volumes and workload rather than managing people.
- Sound knowledge of service management tools, techniques and methods.
- A strong sense of accountability and ownership for delivering a high-quality service.
- Security Clearance Level: SC.
It would be great if you had:
- Stakeholder management and communication experience.
- An assertive and pragmatic approach to managing incidents and service challenges.
- Relevant sector experience.
- Advanced knowledge of Microsoft Office packages.
- Knowledge of BMC Remedy.
- An understanding of service delivery models.
We support different ways of working and can offer a range of flexible working arrangements. If you need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Incident & Reporting Manager in Stevenage employer: Sopra Steria Limited
Contact Detail:
Sopra Steria Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident & Reporting Manager in Stevenage
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups or webinars, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to incident management and service delivery. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your experience in managing incidents and improving service performance. This can really set you apart during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Sopra Steria.
We think you need these skills to ace Incident & Reporting Manager in Stevenage
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Incident & Reporting Manager role. Highlight your experience in managing incidents and ticket queues, and don’t forget to mention any relevant ITIL certifications you have!
Showcase Your Skills: In your cover letter, showcase your skills in monitoring service delivery performance and identifying trends. We want to see how you can contribute to our service improvement efforts!
Be Clear and Concise: Keep your application clear and concise. Use bullet points where possible to make it easy for us to see your key achievements and experiences related to incident management.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Sopra Steria Limited
✨Know Your Incident Management Inside Out
Make sure you brush up on your incident management knowledge, especially around ITIL frameworks. Be ready to discuss specific incidents you've managed in the past, how you prioritised them, and the outcomes. This will show that you understand the role and can hit the ground running.
✨Showcase Your Reporting Skills
Since reporting is a key part of this role, prepare examples of how you've monitored service delivery performance and produced reports in previous positions. Highlight any tools you’ve used, like BMC Remedy, and be ready to explain how your reports led to service improvements.
✨Demonstrate Proactive Problem-Solving
Think of instances where you identified trends or patterns in incidents and took action to prevent repeat issues. Share these stories during your interview to illustrate your proactive approach and ability to maintain service momentum.
✨Communicate Effectively with Stakeholders
Prepare to discuss your experience in stakeholder management. Think about how you've communicated with technical teams, delivery managers, and customers in the past. Clear communication is crucial, so be ready to demonstrate your assertive yet pragmatic approach to managing incidents.