Major Incident Manager - ITIL chez Methods Business and Digital Technology Limited

Major Incident Manager

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.

Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.

We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.

Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.

Methods was acquired by the Alten Group in early 2022.

Requirements

Role Description

The main objective of this role is to develop and improve the Incident Management function within client delivery, and the perception, both internal and external, of that function. The role involves working closely with the Service Delivery Manager to ensure that Transitional activities to take the Incident Management functions forward to a new delivery model are developed and implemented.

On an ongoing basis, the Major Incident Manager will look closely at ways to enhance the function and ensure that analysts performing incident and problem management functions are fully briefed and knowledgeable in all aspects of the processes and procedures.

The Major Incident Manager will also ensure that Incidents logged are managed in a proactive and effective manner in accordance with contractual KPIs, whilst working closely with the Service Delivery Manager to develop more effective processes and procedures to ensure that multiple SLAs can be managed across the team.

The Major Incident Manager will also be responsible for driving through better working relationships with on-site teams and other referral groups, to bring about an improvement in the management of incidents.

Candidates must have a strong track record of performing as aMajorIncident Manager, ideally with a proven knowledge and understanding of how to align with ITIL processes

• Ensuring that the Major Incident Management function within client delivery is managed proactively and effectively to meet targets while also ensuring efficient communications across all Service Operations teams 
• Managing peaks and troughs in activity to ensure that customers receive service excellence
• Ensuring that standards and processes are implemented and adhered to 
• Liaising with all Service Delivery team where necessary to ensure the provision of the Service within agreed SLAs and to make recommendations for improvements
• Sharing knowledge and experience in the form of coaching, mentoring, or training to team members
• Attending Service Review Meetings at other client meetings as required
• Managing small CSI projects, working within deadlines, prioritising your own workload
• Facilitating and supporting the recruitment and selection of new team members
• Providing management support in the absence of the Service Delivery Manager
• Providing SME advice during the service transition/acceptance into service of new services

Person Specification:

This role would best suit an individual who has a proven track record in delivery in a similar role

• Experience of working in a high-pressured environment
• ITIL Foundation Certificate (minimum) or Service Operations Lifecycle module (preferable)
• Experience of SLA reporting, Key Performance Indicators, Dashboard reporting and Trend Analysis
• Supplier management experience
• Experience in case management toolsets – preferably ServiceNow
• Excellent working knowledge of Microsoft Office – particularly Excel
• Proven experience in communicating with a variety of stakeholders at different levels
• Strong Team working skills
• Able to work without supervision
• Strong inter-personal skills
• Good communication and negotiation skills
• Experience of building strong working relationships with a variety of stakeholders.

Additional Info :

• 24/7 Rota’d on call required – additional pay included
• Hybrid working (however, currently full remote)
• Salary - £45,000-£50,000

This role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website Gov.UK. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected . Details of this will be discussed with you at interview. 

Benefits

Methods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.

By joining us you can expect

• Autonomy to develop and grow your skills and experience
• Be part of exciting project work that is making a difference in society
• Strong, inspiring and thought-provoking leadership
• A supportive and collaborative environment

Development – access to LinkedIn Learning, a management development programme, and training

Wellness – 24/7 confidential employee assistance programme

Flexible Working – including home working and part time

Social – office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes

Time Off – 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year

Volunteering – 2 paid days per year to volunteer in our local communities or within a charity organisation

Pension – Salary Exchange Scheme with 4% employer contribution and 5% employee contribution

Discretionary Company Bonus – based on company and individual performance

Life Assurance – of 4 times base salary

Private Medical Insurance – which is non-contributory (spouse and dependants included)

Worldwide Travel Insurance – which is non-contributory (spouse and dependants included)

Enhanced Maternity and Paternity Pay

Travel – season ticket loan, cycle to work scheme

For a full list of benefits please visit our website (www.methods.co.uk/careers/benefits)