Head of Major Incident Management - Excellent Opportunity

Aximis Limited
Up to £65K + 5K Car allowance + Excellent Benefits
13 Oct 2016
21 Oct 2016
Contract Type
Our client has an exciting career opportunity for a Head of Major Incident Management to be responsible for the strategic direction and management of their Major Incident division. Responsibilities: To set the overall strategy for Major Incident Management To be responsible for the Major Incident silo within the call response centre by effective management of the major incident team. To lead, motivate and develop the Major Incident team . Consistent completion of Major Incidents in accordance to the client’s process. Coordinate a rapid and effective cross-sectional response to major incidents including escalation to critical incident, follow through, workarounds and resolution advice leading to resumption of service within service level agreement. To engage with all customers to build good business relationships and instill trust and confidence in the ability to provide effective and robust major incident management and ensure business continuity by minimizing the risk of major outages and restoring any disruption of service within the stipulated service level. To assist other members of the team by providing training, mentoring and ongoing personal development. To strategise and tactically coordinate a rapid; effective and robust functioning of Major Incident Management activities within the client, their customers and third parties. To develop improved Major Incident policies and to integrate within existing ITIL governance in order to surpass the customers' expectations. To fully document and pro full reporting - to customers and all internal stakeholders regarding post incident reviews and to liaise with Problem Management to prevent further incidents . To engage with Customer Management , Service Delivery, vendor partners and 3rd parties regarding performance against Service Level Agreements . Skills and Experience Proven strategic experience gained in the Major Incident Management environment . Senior level stakeholder engagement experience . Well developed people management and leadership skills A proactive approach to incident management . Well developed communication skills with the natural ability to deal effectively at all levels of contact - both internally and externally. Knowledge of Service Desk Management tools eg Service Now, Remedy, Assyst etc. Certification in and commitment to Major Incident Management best practice as defined by ITIL. Good analytical skills combined with a structured and methodical approach. Highly organised with the ability to plan for short, medium term and long term objectives. Extensive knowledge of of service level agreements , key performance indicators , performance management etc and their applications . Strong service attitude and commitment to exceed customer expectation. Aximis (West) are a specialist Recruitment Agency acting on behalf of our client. This job was originally posted as www.cwjobs.co.uk/job/66878135

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