2 of 2 Permanent Incident Management Jobs in Bridgend

paced environment? Can you drive service excellence, ensuring that client expectations are not only met but exceeded? What you'll be doing: Responsibilities Service Management & Best Practices: Ensure best practice, ITIL v4-aligned service delivery through ownership of ITIL processes. Oversee every element of service delivery for clients from … onboarding to end-of-life management. Champion a "client-first" approach across the service management function. Client Relationship & Retention: Act as the primary point of contact and advocate for clients within ROCK. Build and maintain strong client relationships, ensuring high levels of satisfaction. Drive client retention by delivering ...

comms-related queries, resolving issues efficiently, escalating where appropriate, and ensuring outstanding service delivery for both our internal teams and partner environments. Key Responsibilities: Incident Management: Act as the first point of contact for telecoms-related incidents, logging, categorising, and prioritising faults in line with ITIL best practice. … Service Level Management: Manage and resolve tickets within agreed SLAs, ensuring timely response, accurate updates, and clear documentation throughout the incident lifecycle. Ownership & Escalation Control: Take full ownership of incidents, aiming for First Contact Resolution (FCR), and escalate to Comms Specialists or third-party carriers with clear diagnostics ...