Incident and Change Manager (m / w / d)

The objective of Incident and Change Manager is to drive customer satisfaction through the delivery of quality and timely service. This is done by managing complex and critical Incidents to ensure timely completion and managing user expectations. To also ensure that Change Management methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the impact of the business. The role also requires deputising for the Service Desk Manager where required.,

• Incident Management: To act as the single point of contact for all major incidents. Manage complex and critical incidents from initiation to resolution, ensuring adherence to defined incident management processes and service level agreements (SLAs). Take ownership of incidents, coordinating resources, and driving the incident resolution process to minimise downtime and restore services within the agreed timeframes. Communicate effectively with users, keeping them informed of incident status and progress. To be the point of escalation for Service Desk Analysts and Coordinators.


• User Expectation Management: Proactively manage user expectations by providing timely and accurate updates on incident progress, potential impact, and expected resolution times. Maintain open lines of communication with users, demonstrating empathy, professionalism, and a commitment to delivering a high-quality service. Ensure that incidents are resolved within the agreed SLAs or escalate as appropriate.


• Change Management: Facilitate the change management process by ensuring that all changes are planned, reviewed, approved, and implemented efficiently and in accordance with established procedures. Collaborate with change owners and stakeholders to assess change impacts, risks, and dependencies. Provide guidance and support to ensure that changes are implemented with minimal disruption to the business.


• Change Impact Assessment: Conduct thorough change impact assessments to determine the potential effects of proposed changes on systems, services, and users. Identify and evaluate risks associated with changes and recommend appropriate mitigation measures. Communicate change impacts to relevant stakeholders, including incident management teams, support groups, and business units.


• Documentation and Reporting: Maintain accurate and up-to-date documentation related to incidents, changes, and associated processes. Record detailed incident and change information, including root cause analysis, resolution actions, and lessons learned. Generate reports on incident and change management performance, analysing trends and recommending improvements to enhance service delivery.


• Continuous Improvement: Stay abreast of industry best practices and emerging trends in incident and change management. Identify opportunities for process improvement, efficiency enhancement, and automation. Collaborate with relevant stakeholders to implement changes and enhancements that optimise incident and change management practices and contribute to overall service improvement.


• There is an on call requirement to provide major incident assistance for any out of hour outage deemed a major incident.
  
  Proven track record in managing incidents, overseeing change processes, and resolving problems across complex IT environments.


• Strong working knowledge of ITIL methodologies, with hands-on experience in implementing incident and change management best practices.


• Excellent communication skills, with the ability to engage and coordinate with internal teams and external stakeholders across various levels of the organisation.


• Highly detail-oriented, demonstrating a commitment to thorough documentation and ensuring precision in all aspects of incident, change, and problem management.


• Technical proficiency with a broad spectrum of IT tools and systems such as Active Directory, Microsoft Exchange, M365, Intune, Active Roles, MDM management, and remote support platforms.


• ITIL Foundation certification (or higher), along with certifications like ITIL Practitioner or Change Management, is highly preferred.