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Coventry

    Incident & Problem Manager - Coventry, United Kingdom - Coventry Building Society

    Coventry Building Society
    Coventry Building Society Coventry, United Kingdom

    3 weeks ago

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    Description

    About the role

    We offer flexibility that counts - and we recognise that will look different for different people. We'll consider a range of flexible working, and where we can we'll make it happen. So whether it's part time hours, job sharing or other flexible working patterns, have a chat with us before you apply to see what the possibilities are. About the role: This role owns and drives the use of ITIL best practice across the organisation ensuring all CBS Systems and Applications maintain a strong Service foundation. They will be the SME in their aligned ITIL Process area, championing Service Management excellence and thinking. They will drive the appropriate use and adoption of ITIL Process within the Product Model adapting and adopting to ensure alignment to Service and Business goals are met.

    This role will also be involved in planning activities ensuring Service Management deliverables are highlighted, understood and factored into subsequent scheduling / resourcing plans.

    They will work flexibility continually assesses ways of working in order to develop or revise artefacts and processes that improve team efficiency and effectiveness. A role model within the team who provides mentoring and coaching to peers and junior team members.

    This is a leadership role as defined by the Coventry's leadership capability framework. In the teams that you work in and/or manage you will create an inclusive environment where people feel safe to speak up, voice concerns and suggest ideas. You will seek input from others in order to test assumptions, challenge thinking and bring in new perspectives. Full time - Monday-Friday, hybrid role. On-call/ overtime, on call once every 4 weeks.

    About you

    About You
    An authentic 'servant-leader' who takes responsibility for ensuring the team's success ahead of your own needs. You take a coaching approach and empower others to make decisions that lead to great outcomes.

    You are passionate about ensuring the business delivers a great customer experience. Seeking to understand how decisions impact the end user and asking question to gain insight into the customer perspective and experience.

    You create a culture of continuous improvement. You learn from mistakes and use the experience to change how you and the team respond to similar situations in the future.

    Intellectually curious; you generate and encourage ideas and challenge the status quo.

    Highly self-aware and emotionally intelligent, you understand your impact on others and take time to understand all colleagues and help them to operate at their best.

    With great resilience you maintain energy and enthusiasm, and embrace situations positively.

    Essential Skills
  • Proven record of working with the Major Incident & Problem Management functions, you will have the skills and experience to deliver the following:
    oLeads investigations of serious incidents, engaging with internal and external parties, effectively coordinating resources to restore service, whilst managing appropriate lines of communication.
    oChairing of post incident reviews to determine and assign preventative and/or corrective actions to the appropriate audiences.
    oIT Service principal advisor in controls for Incident and Problem Management – identifying significant and probable threats and advising on appropriate preventative steps.
    oConvening Senior Management as needed or requested, in addressing the incident issues that arise.
    oProvides leadership, direction and guidance in assessing and evaluating future potential threats to incident and problem management and communicates with all concerned parties.
  • The instinct to always be looking for improvement opportunities, analysing data and observing how processes are designed / executed, and proactively triggering pieces of work that will improve outcomes.
  • Maintains regular contact with senior managers in IT and across the business, establishing standards for incident and problem management processes and procedures.
  • Ensuring risk, issues and decisions are escalated appropriately/
  • Engages with 3rd Parties where appropriate to ensure delivery of the agreed IT strategy.
  • Demonstrable broad expertise across all process disciplines with SME knowledge in chosen specialist areas.
  • Professional ITIL certification or similar required. Working knowledge of other ITIL processes outside of specialist area
  • Experience of using the Microsoft Office products to create and manage documentation, as well as use of ServiceNow as the primary Service Management tool
    • Desirable skills
  • Mentoring and developing junior team members.
  • Working in Agile\Devops\SafE models would be an advantage.
  • Financial services experience.

    • About us

    About the Coventry Building Society:

    We're proud to be a building society and we're focused on our purpose of giving people the power to be better off through life. We're the 2nd largest building society in the UK, the 8th largest lender, we have more than 2,600 employees and we're still growing and protecting the interests of our members.

    We've got a simple business model, where savers and borrowers join together to get what they need. That's the mutual benefit – it's the way we've done things since 1884 and the way we plan to keep doing things.

    Diversity:

    We're building and nurturing teams where difference is valued, creating an inclusive and inspiring workplace. We think discrimination of any sort has no place in a modern society, including ours.

    Diversity brings unique ideas and perspectives, helping us to deliver better performance. We've made clear commitments to increase gender and race diversity in our senior teams over time, and an overall ambition to improve the representation of different sexual orientations, gender identities, disability, backgrounds and thinking styles in our workforce.

    Location

    Hybrid
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