Head of Technology Incident Management - Edinburgh, United Kingdom - Computershare

Computershare

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:
Edinburgh, Bristol, London
This is a hybrid position primarily based in one of our Edinburgh, Bristol or London offices.

We're committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week.

Find out more about our culture of flexible working

We give you a world of potential

We are really excited to share a fantastic opportunity for a Head of Technology Incident Management to join our CTO Group within Computershare Technology Services.

The team associated with this role is Global Technology Services which consists of IT Service Management, Service Desk, Network Operations Centre and Site Support teams, all of which collaborate to drive service excellence and great internal customer experience worldwide.

Why would you choose this role? Well, there are a few things that make this role stand out:

Exciting, fast-paced role leading major technology incidents within a Global Company.
Work alongside the most senior people in the business, building and developing key relationships up to board level.
This role deputises for the Head of Global Technology Services and as such, has the opportunity to pickup a broad range of additional projects and deliverables outside of Incident Management.
Opportunity to lead a group of Technology Incident Managers based around the globe.

This is a Global role which will result in calls/meetings both early morning and into the evening.

Furthermore, you will be required (on a best endeavours basis) to be flexible as you could suddenly be called upon to work evenings or at weekends in the event of a major incident occurring.

A role you will love

As Head of Technology Incident Management, you will be responsible for leading Computershare's approach and implementation of the IT incident management framework to ensure we have a robust capability to prevent, respond, recover and learn from operational disruption events.

These may also include contribution to Major Incidents of a non-technical nature such as facilities, pandemic, severe weather and force majeure which may impact our business operations or employees.

This is a new role in which you will be expected to define policies & processes and for the overall accountability for the efficient and effective management of Incidents and Business Stakeholders.

Key Responsibilities:

Manage stakeholders and communications up to C'level during Major & High Priority Incidents.
Coordinate bridge calls and ensure both business and technology teams work collaboratively to minimise impact and expedite resolution.
Drive clear, concise and timely communication of Incidents with appropriate stakeholders identified.
Maintain the Incident Processes working closely with business executive teams.
To embed a culture of firstclass service.
Act as an escalation point for business and technology stakeholders.
As Incidents may arise at any time of the day, being flexible to respond 24/7/365 (to best endeavours) and prepared to work long hours when required is essential.

What will you bring to the role?
The role requires a high level of experience in senior management positions within Technology.

Here are the key skills we are looking for:

You will have extensive leadership experience in a large global operational business, demonstrating skills in strategic thinking, and translating this into effective delivery and business improvement.
Strong communication and interpersonal skills able to build relationships and work with stakeholders and partners and withstand scrutiny up to C'level; having the ability to influence and challenge effectively; and able to listen and respond to challenges.
High level of experience of working across multiple ITIL aligned disciplines preferably in a management capacity, especially Incident, Problem, Change, Transition & Business Relationship Management.
Solid leadership skills with the ability to coach and mentor direct reports and instil strategic objectives and direction.
Experience of managing teams who need to collaborate across multiple locations.
Knowledge of service governance processes and the ability to understand risk to services. Strong ability to influence at peer level and above in order to drive through change and alignment to process with all other areas of Technology Services at a global level.

Rewards designed for you.

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you'll

receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

LI-SM1 #LI-Hybrid

A company to be proud of
We're a global leader