SC/DV Cleared Major Incident & Problem Manager

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SC/DV Cleared Major Incident & Problem Manager

Milton Keynes

6 Months+

£350-£420 per day

My Government Client require a Major Incident and Problem Manager to define and support their processes for Incident, Major Incident and Problem Management to ISO 20000 standard and also change attitudes within the organisation to adhere to these processes ensuring effective and customer centric Incident Management is undertaken, alongside proactive Problem Management to reduce incident volumes.

The role requires an individual with strong leadership capability, business process and service excellence orientated, with proven experience of driving consistency, quality, accountability and efficiency through process refinement and operational delivery. This role is operational in nature, delivering BAU activity Incident Management, Major Incident Management and Problem Management, the successful candidate will be a proven team player capable of leading on issues while under fire, communication at all levels up to C-suite effectively and inspiring confidence in themselves and the process that is being followed.

Skills:

As defined in the Skills Framework for the Information Age (SFIA) Version 5, produced by the SFIA Foundation which owns the copyright of SFIA and The Government IT Skills Framework Reference, the role encompasses the following:

IT management: Level 5 Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance (including storage and communication of data, voice, text, audio and images) and effective use of IT infra-structure components and monitors their performance. Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to. Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved. Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current.

Service desk and incident management: Level 5 Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management. Schedules the work of service desk staff to meet agreed service levels.

Essential:

*A strong knowledge of ITIL v3 and ISO/IEC 20000 with a track record of operating and managing within an IT Service Management environment.

*Knowledge of process development in support of end to end life cycles.

*Knowledge and experience in organisational effectiveness and IT operations management.

*Knowledge of business and management principles and practices.

*Good level of technical understanding.

*Track record for delivering demand reduction and shift left mentality.

*Successful track record of achieving performance and delivery targets.

*Ability to develop solutions with focus on customer needs.

*Ability to foster and maintain customer relationships and exceed expectations.

*Ability to anticipate future trends, priorities and requirements

*Effective communication skills at all levels.

*Critical thinking and problem solving skills.

*Experience in Trend Analysis and proactive problem management

Desirable:

*Kepner Tregoe problem management experience and accreditation

*ITIL v3 Foundation, ITIL v3 Service Operations

*Knowledge of project management principles and practices

*Knowledge of PAG, Overseas and UK posts and systems.

*Business management training and experience - financial, inventory management.

*Knowledge and experience of developing service designs.

*Strong analytical skills. Ability to create, interpret and present data effectively.

*Previous government experience.

*Technical qualifications.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.