Senior Service & Incident Manager

Co op Group
£45000 per annum
07 Oct 2016
19 Oct 2016
Contract Type
Senior Service & Incident Manager Up to £45,000 excellent benefits Manchester City Centre It's all systems go at the Co-op. Quite literally. From updating how we keep track of the vehicles we have on the road, to reworking the customer experience as they shop in our stores, we're always looking to improve the way we work. Our retail IT team is using technology to create better retail experiences for our customers and colleagues, and now we need to recruit a talented Senior Service & incident Manager to deliver incident management solutions across our retail store estate. Our stores and the central systems that underpin them are a critical part of our business, so this is an opportunity to make a big impact. If you can bring us the pro-active approach to problem management we need, we can offer you the chance to develop your skills and build a career with a business that puts people at the heart of its strategy. As a Senior Service & incident Manager for food stores at the Co-op, you'll be focused on running, managing and developing a wide range of incident management processes to support the centralised systems that used by our stores, depots and support centres. We need to move from a reactive to a proactive approach, and we'll look to you to make it happen. It's a big challenge, but if you can build great relationships with a big group of internal and external stakeholders, you'll have an amazing opportunity to contribute to our portfolio of projects, and help develop stronger controls around our critical systems. What you'll do: Deliver and develop stores and centralised system incident management processes (50% major incident focused) Build processes and relationships that enable a proactive problem management strategy Develop strong relationships with stakeholders including incident managers, internal teams and external suppliers To be successful as a Senior Service & Incident Manager, you'll need relevant qualifications and experience, as well as the motivation and resilience to manage multiple priorities in an environment that's fast moving and constantly changing. Experience in food retail would be a big advantage, but it's not essential. More important will be your ability to manage a big, varied stakeholder group, and work with them to achieve a significant change in the way we approach incident management. What you'll bring: ITIL foundation V3 ITIL Lifecycle Stream in service operations certificate desirable Experience of managing major incidents Strong stakeholder management skills, with the ability to influence and challenge people A positive attitude, with real resilience and the ability to juggle multiple priorities We're going back to being Co-op 172 years ago a group of businessmen in Rochdale created an idea that changed the world. They believed that when people work together, they're stronger. And that principles are just as important as profits. They were pioneers. And they left us a legacy that's never been more important or relevant than it is today. That's why we're going back to being Co-op. We want to change the world all over again, and we hope you'd like to join us on our journey. If you believe in our purpose, and you're passionate about driving a proactive approach to continual service improvement, then join us. And make a real contribution to the revival of an iconic British brand. This job was originally posted as

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