Commercial Services Group is one of the leading providers of procurement and support services to education and public sector customers globally. Serving over 15,000 customers, CSG is committed to providing an excellent customer and user experience underpinned by social value and a committed and empowered workforce.

Job Title: IT Junior Incident Manager

Salary: £30,000 per annum (DOE)
Brand: Cantium Business Solutions
Location: Kings Hill (Hybrid) 3 days per week in office 

(Please consider this weekly minimum travel requirement to our office in West Malling, Kings Hill, before applying)

Are you a self-motivated flexible IT professional who is looking towards taking that next step in your IT career in a challenging and fast paced IT Service Delivery environment?

Why Join CSG?

CSG is striving to be recognised as the global leader in Education and Public Sector services, currently operating in 86 countries, with 1,800 staff across 28 trading brands, providing expertise ranging from: HR Services, IT Services, Energy, Education Resources, Procurement and many more. Currently growing at a rate of 25% each year, CSG has expanded via an innovative buy and build model delivering an important mix of organic growth, acquisitions and strategic joint venture partnerships. Therefore, it is an exciting and interesting time to join a growing organisation and be part of shaping the future of CSG.

What You’ll Bring:

The ideal candidate should have intermediate IT knowledge and a strong understanding of core ITIL principles and practices, with a desire to advance their career and gain skills suited to the Incident & Problem Management disciplines, alongside progressing your managerial career.

In this role, you will provide management support during incident and problem investigations, attending relevant meetings, coordinating resources, gathering and documenting data, writing reports, and effectively communicating with stakeholders and management. You will be responsible for conducting trend analysis of incidents and call volumes, identifying patterns to anticipate potential future issues and prioritize incidents. Additionally, you will offer contingency support across various inter-team functions and play a key role in identifying and implementing process improvements to enhance resolution capabilities at the first point of contact.

What You’ll Achieve:

As Junior Incident Manager you will be expected to take a lead on P2 level incidents alongside the identification and management of intermediate problem investigations. You will manage various teams and individuals during critical and/or proactive situations, and you will therefore be required to have a proven methodical and empathetic approach. In addition, you will act as supporting role to the Incident and Problem Managers, assisting with P1 incidents and complex problem investigations.

What we Offer:

• 25 days of annual leave, plus bank holidays
• An additional day off for your birthday to celebrate as you wish
• Access to a generous discount scheme, including retail and gym memberships
• Life assurance coverage
• Health cash plan initiative
• Company wide events

What We Require:

• ITIL V4 Foundation certified
• Experience within an IT Service Delivery function
• Analytical approach to thinking and problem solving
• Able to work well under pressure and manage and prioritise tasks, alongside balanced and informed decision-making.
• Ability to work effectively both independently and as part of a team
• Able to break down complex situations and communicate out to stakeholders at all levels, including senior management
• Excellent written and verbal communication skills
• Strong self-organisation and time management skills
• Leadership and resource coordination skills

About Commercial Services Group

Commercial Services Group (CSG) is the largest, local authority-owned trading company (LATCO) in the UK, wholly owned by Kent County Council. CSG generates over £800m in revenue per annum and provides services to over 16,000 education and public sector customers globally.

About Cantium Business Solutions

Cantium Business Solutions is a back-office services provider established by Kent County Council. They partner with local government, education and private sectors to understand their business needs and challenges and provide tailored solutions. Their focus on insight and collaboration ensures that they remain connected to these organisations to enhance their key business priorities such as such as IT strategy and architecture, project management and fully managed IT services.

We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approach to when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life – helping you achieve a great work life balance