Accessibility Links

Head of Incident Management

  • Salary: £52969 - £62239 per annum
  • Job type: Permanent
  • Location: Croydon, Surrey
  • Sector: Other
  • Date posted: 19/09/2016
  • Job reference: J355470A
This vacancy has now expired.

HEAD OF INCIDENT MANAGEMENT, INCIDENT MANAGEMENT, SERVICE REVIEWS, CSI PLAN, THIRD PARTY SUPPLIERS, STAKEHOLDER MANAGEMENT, LINE MANAGEMENT

£52,969 - £62,239 + benefits

All candidates must be willing to go Security Clearance to SC Level

A fantastic new opportunity has developed to join the Home Office as a Head of Incident Management. The position will be working within the Live Services department who provide high quality IT services to Home Office technology.

Responsibilities and accountabilities

The Head of Incident Management will be responsible for the following:

  • Lead and manage the assigned service(s) and service team and their workload ensuring that standards and timescales are met, whilst demonstrating value for money
  • Ensure an effective prime integration role is provided, coordinating the delivery of all suppliers
  • Ensure customers obtain the best possible availability and performance from Home Office Digital, Data and Technology (HO DDaT) delivered services through effective and efficient management of service affecting incidents whether provided by internal or external service providers.
  • Responsible for the management of Major Incidents, utilising third party suppliers and internal support teams to restore services in an effective manner
  • Ensure services and service incidents undergo continuous review to formulate improvements and remediation activities to enhance services and provide additional value to customers.
  • Continuously review services against SLAs to ensure they either meet or exceed performance targets and any potential conflicts or risks are understood and mitigated.
  • Act as an escalation point for service related matters, negotiating and managing conflict as necessary with suppliers, stakeholders and customers.
  • Take ownership and act as co-ordinator and mediator between Home Office business units and service providers regarding new developments, changes to existing services, contract renewals, means of delivery or business critical requirements
  • Attend service reviews and operational review meetings with suppliers (internal and external), whilst developing and maintaining effective service line supplier relationships.
  • Drive continual service improvements through the measurement and challenge of services and processes, tools and capability as part of Continuous Service Improvement (CSI) plan. Promote CSI to all stakeholders engaged in the consumption and provision of the end-to-end service.
  • Define and design management and service performance criteria to deliver clear visibility of operational performance and enable overall service reporting.
  • From both a Service Integrator and operational delivery perspective, ensure appropriate impact analysis for changes and review business mandates and supplier proposals as necessary.
  • Ensure any service risks are identified, logged, reported, managed and escalated as appropriate and in accordance with standard HO DDaT processes.
  • Build and maintain relationships with HO DDaT, the wider Home Office and external stakeholders (customers, colleagues and suppliers).
  • Ensure the creation, maintenance and enhancement of integrated common end-to-end IT service management processes are aligned with the industry best practice framework (ITIL) and adopted by all service delivery parties.
  • Ensure the transition of applications and services are managed from programmes and projects into the Home Office infrastructure estate
  • Think creatively, innovatively and strategically with an 'open' methodical approach towards change. Utilising past performance to create a knowledge base to enable effective behaviour, efficiency and VFM.
  • Ensure that there are adequate IT Service Continuity and Disaster Recovery provisions for the services and HO DDaT processes and services and validated in line with business/ HO DDaT requirements
  • Ensure HO DDaT services are safe and secure. Highlight security vulnerabilities and work with partners to maintain a secure environment to protect our customers from internal/external threats.

Essential Criteria

  • Significant demonstrable experience as head of incident management within an IT environment
  • Experience attending service reviews and operational review meetings with suppliers (internal and external), whilst developing and maintaining effective service line supplier relationships.
  • Experience leading and managing services and incident team and managing their workload ensuring that standards and timescales are met, whilst demonstrating value for money
  • Expertise managing large strategic IT partners Strong background in incident management within IT environment
  • Ensure services and service incidents undergo continuous review to formulate improvements and remediation activities to enhance services and provide additional value to customers.
  • Experience managing service reviews, KPIs and service levels within an IT environment

If you would like to discuss the position further please feel free to call Ryan on 0161 924 3689

Similar jobs