Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
Please note - this role can be hybrid from our Hartlepool or Chippenham Office.
Responsibilities
- Develop and own the end-to-end process & delivery within NEC for Major Incident Management
- Lead and develop a cohesive team across multiple locations, coaching and developing team members
- Monitor performance using KPIs and CSFs, ensuring alignment with business needs and IT strategy
- Ensure the team is skilled and performing at the appropriate level
- Allocate work within the team effectively
- Support bid responses and develop service offerings with stakeholders
- Maintain compliance through audits, including ISO 20000
- Review and verify documentation accuracy and updates
- Implement continual service improvement strategies aligned with business priorities
- Collaborate with process managers to ensure an end-to-end ITIL aligned service
- Build and maintain relationships with internal and third-party organizations
- Ensure adherence to SLAs and provide Major Incident reports as required
- Communicate effectively at technical and stakeholder levels
- Apply ITIL Major Incident management techniques
- Plan and balance short-term team actions
- Understand industry standards and best practices for service management
- Lead with strong communication, influence, and persuasion skills
- Understand NECSWS business areas and systems
- Make system adjustments based on critical analysis
- Manage time effectively and lead the team’s tone and culture
- Document, audit, and improve processes regularly
- Own the escalation management process
- Remain calm and focused under pressure
- Participate in the On Call Rota
Qualifications Essential Skills
- Experience in Service Management, focusing on Major Incident Management
- Stakeholder and Resource Management skills
- Excellent customer service and innovative skills
- Strong communication and business writing skills
- Knowledge of ISO 20000 Service Management Standard
- Leadership and mentoring abilities
- Problem-solving skills
- Knowledge of infrastructure and application technologies
Essential Qualifications
- ITIL v4 Foundation
- ITIL v4 Intermediate Qualification
- Eligible for NPPVL3 + SC clearance
Additional Information
Benefits include private medical, holiday entitlement, life assurance, pension, flexible benefits, employee assistance program, and free LinkedIn Learning courses.
Other Information
Candidates must demonstrate the right to work and travel within the UK. Vetting, references, and possibly a DBS check are required.
NEC Software Solutions is an equal opportunities employer. We accommodate accessibility needs during recruitment.
Who We Are
NEC Software Solutions, part of NEC Corporation, supports public services globally, helping save lives, support families, and improve transportation. Join us to make a difference and support our mission to serve communities worldwide.
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