Incident Manager

Deliver end-to-end Incident Management for multiple customer accounts on a 24/7 basis via an on-call function.
- Provide customer, management, and operational team updates as required to ensure appropriate stakeholders are informed as per policy/process.
- Ensure that Incident records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.
- Review and monitor all outstanding Incidents, ensuring a high quality of information is provided.
- Ensure all agreed operational policy and procedures are adhered to.
- Carry out quality assessments of Incidents and provide feedback on areas of improvement.
- Ensure Incidents are dealt with in accordance with agreed policy, procedure and agreed Service Levels.
- Ensure timely and effective communication, both pro-actively and re-actively with all users, technical resolving teams and third parties.
- This role will require UK Government SC Clearance.

Proven experience with Incident Management in a large multivendor environment (including outsourced) and complex infrastructure.
- Ability to communicate concisely, effectively, and instil confidence in Executive and Board level colleagues.
- In-depth working knowledge of service management processes (Incident, Problem and Change Management).
- Experience of working to ITIL Best Practice, ensuring processes and policies are being adhered to.
- Ability to assess data, identify gaps, trends, and inaccuracies, and turn that data into actionable outcomes and opportunities.
- Strong time management and efficiency skills.
- Organised, delivery focused, good planning skills, and process driven.
- Experience of working and delivering in a high-pressure environment, with multiple priorities, able to stay calm in crisis situations with proven ability to think fast to resolve and restore services.
- Ability to manage and resolve conflict and able to work effectively at all levels of the organisation.
- IT service experience with knowledge of IT platforms, operating systems, infrastructure, and technology environments would be advantageous., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone., Here at Serco, we're looking for an Incident Manager to join our team and lead the restoration of normal service operation in the event of an outage or degradation in service as quickly as possible. You will manage the Operations teams and partners to ensure services are restored correctly, providing management updates and co-ordination ensuring the best possible levels of service quality and ongoing availability are maintained. In this critical role, you will be required to be a central focal point between the resolving teams, the Service Desk, end user(s) and Senior Management (both within ITS and the Business).

IT is at the heart of many of the vital services that Serco provide, from caring for vulnerable people, managing complex public services, to heavy rail and hospital operations. IT Services underpin Serco teams in many of the key public services we deliver in the UK, Europe and globally, making a difference to thousands of people every day. The people in IT Services are passionate about what they do and are proud to make a positive difference to the services that Serco delivers. Working together with the shared goal of providing the best service for our customers, this is what drives the culture and mindset, this is the Serco value and that is why a career with us is so rewarding.

Serco's purpose is to impact a better future
- we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East. As part of this you'll:

- Manage Critical (P0), Major (P1), and Degradation (P2) incidents through to successful resolution as quickly as possible.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Incident Manager
Solihull
Full Time, Permanent (On Call & Shifts)
Up to £40,000 per annum plus on call & shift allowance, Pension - 6%.
- A company passionate about diversity and inclusion.
- Growth and development opportunities - Serco will support with a range of qualifications.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans and more.
- Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.
- A Serco benefits portal offering a wide range discount for major high street brands in Retail, Leisure & Hospitality.
- Up to 25 days annual leave plus bank holidays, with the option to purchase more.
- Life assurance.