10 of 10 Major Incident Management Jobs in the South East

pivotal role within the IT team, overseeing the helpdesk function that is the entry point for all issues, problems and requests. You will own major incident management, problem management, and change management processes. You will be the driving force behind continual service improvement, ensuring all … services are underpinned by robust ITIL practices and aligned to our strategic and operational goals. Key Responsibilities: Leadership and Team Management Lead and develop the IT Helpdesk team across all tiers (L1, L2, L3) ensuring seamless end-to-end support of the highest quality. Build a team to support … meet agreed SLAs, OLAs, and customer expectations with a white-glove approach. Champion service excellence and user satisfaction through proactive engagement and feedback mechanisms. Incident, Problem and Change Management Act as the owner for Major Incident Management, ensuring timely resolution and effective communication during incidents. More ❯

accounts Undertake customer operational service performance reporting covering service performance against SLAs, trends, costs & improvement plans reviewed with the business owners Take the service management lead in customer major incident management, working in conjunction with internal teams to drive service restoration, and producing high quality post … major incident reports (PMIRs) Take ownership of incidents and requests that are passed to the service delivery teams, providing the requisite support to the wider IT operation Manage both internal and external stakeholders effectively, developing and maintaining lasting relationships Engagement with sales teams and PMO, supporting commercial activities … and account plans As part of continuous improvement, assist with relevant ITIL disciplines - incident management, service transition, problem management, change management, service-level management etc Chair relevant customer meetings Manage customer service on-boarding Support customer retention by resolving customer concerns, liaise with internal teams More ❯

accounts Undertake customer operational service performance reporting covering service performance against SLAs, trends, costs & improvement plans reviewed with the business owners Take the service management lead in customer major incident management, working in conjunction with internal teams to drive service restoration, and producing high quality post … major incident reports (PMIRs) Take ownership of incidents and requests that are passed to the service delivery teams, providing the requisite support to the wider IT operation Manage both internal and external stakeholders effectively, developing and maintaining lasting relationships Engagement with sales teams and PMO, supporting commercial activities … and account plans As part of continuous improvement, assist with relevant ITIL disciplines - incident management, service transition, problem management, change management, service-level management etc Chair relevant customer meetings Manage customer service on-boarding Support customer retention by resolving customer concerns, liaise with internal teams More ❯

Energy/Utilities industry experience is must* Key Responsibilities Service Delivery Management: · Oversee the performance of IT services, ensuring they meet agreed service levels (SLAs) and key performance indicators (KPIs) · Ensure all services are delivered on time, securely, and where appropriate, within the associated commercial and contractual obligations. · Manage … with third-party service providers and internal stakeholders to ensure effective service delivery as per agreed SLAs/OLAs · Responsible for overseeing the knowledge management process and related activities, including the capturing, sharing and accessibility of knowledge articles within ServiceNow SIAM-based Supplier Coordination: · Implement and manage the SIAM … level agreements. · Act as the primary point of contact between Client internal teams and external service providers for IT service related issues and escalations. Major Incident Management (MIM): · Accountable for effective management of the major incident management process ensuring that all major More ❯

related field. Master’s degree or relevant certifications (e.g., ITIL, PMP, SAP Certified Integration Architect) preferred. Experience: Minimum of 10+ years in IT integration management, with at least 5 years in a leadership role overseeing major incident management or similar programs. Proven exposure to integration technologies … APIs, and data synchronization tools. Hands-on experience with WebMethods, SAP Integration Suite, SAP DS, and/or CIDS. Familiarity with ITIL frameworks and incident management best practices. Leadership Skills: Strong ability to lead cross-functional teams and manage complex, high-pressure situations. Exceptional problem-solving and decision More ❯

IT services. Manage service escalations with ITSM partners and the Service Quality & Assurance team. Communicate service events, outages, and disruptions as part of the Major Incident Management process. Participate in 24/7 coverage for high-priority incidents or those with significant business impact. Key Accountabilities: Ensure … impact. Regularly engage with senior business stakeholders to ensure service levels are maintained. Drive a culture of continuous service improvement through the creation and management of improvement plans. Align business service requirements with service improvements and new demands. Stakeholder & People Management: Participate in Major Incident and … Problem Management activities. Monitor KPIs, including customer satisfaction, and address underperformance. Build relationships of trust with business colleagues and external partners. Foster collaboration with the ITSM provider and key ecosystem partners to deliver cost-effective IT services. Reporting & Quality Assurance: Monitor KPIs and customer satisfaction, taking action to address More ❯

IT services. Manage service escalations with ITSM partners and the Service Quality & Assurance team. Communicate service events, outages, and disruptions as part of the Major Incident Management process. Participate in 24/7 coverage for high-priority incidents or those with significant business impact. Key Accountabilities: Ensure … impact. Regularly engage with senior business stakeholders to ensure service levels are maintained. Drive a culture of continuous service improvement through the creation and management of improvement plans. Align business service requirements with service improvements and new demands. Stakeholder & People Management: Participate in Major Incident and … Problem Management activities. Monitor KPIs, including customer satisfaction, and address underperformance. Build relationships of trust with business colleagues and external partners. Foster collaboration with the ITSM provider and key ecosystem partners to deliver cost-effective IT services. Reporting & Quality Assurance: Monitor KPIs and customer satisfaction, taking action to address More ❯

and incidents, ensuring they are resolved efficiently within agreed SLAs. Maintain detailed records of investigations and resolutions for reporting and analysis. Participation in problem management & major incident management, as required. Collaboration & Stakeholder Engagement Work closely with cross-functional teams to ensure effective resolution of cases and … cases and incidents. Generate reports and insights on recurring issues, trends, and areas for improvement. Support audits and compliance reviews related to case and incident Management. Proactive Learning & Knowledge Management Continuously identify and analyse potential issues and emerging trends mitigating risks proactively. Must have: Proficiency in using ITSM More ❯

the Pilgrims Shared Services Centre. As a Service Desk Analyst you will be supporting your colleagues in the delivery of exemplary customer service and management of incidents and service requests. You will be responsible for customer support and incident response. You will follow approved processes including incident management and request fulfilment to ensure a high level of customer service. PART TIME HOURS TO COVER THIS PATTERN: Monday to Wednesday: 08:00am - 12:00pm Friday: 23:59pm - 08:00am Key Responsibilities • A technologist at heart with a passion for excellent customer service • Ensure all incidents and … ups) are handled and progressed within Service Level Agreements • Actively manage the Service Desk Queue • Ensure incidents are categorised, updated and assigned correctly • Ensure Major incident Management process is invoked promptly for high priority incidents • Manage VIP incidents/requests • Identify and implement Service improvements for the More ❯

to communicate and collaborate at senior levels Be part of the on call Team on a rota system Excel Proficient Key Responsibilities: Leadership and Management Lead a team of service Desk engineers to deliver a strong customer experience Conduct regular performance reviews Able and experienced in motivating and managing … manage service desk performance metrics Develop and implement processes and procedures to enhance team productivity Be the escalation point for the Service Desk for Incident and Major Incident management Lead the onboarding of new Managed Services custom ers. Service Desk Manager - £40,000 - £45,000 + More ❯