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    Head of Incident Management - london, United Kingdom - Xpertise Recruitment

    Xpertise Recruitment
    Xpertise Recruitment london, United Kingdom

    3 weeks ago

    Default job background
    Technology / Internet
    Description

    Role: Head of Incident Management & Service Operations

    Location: West London – hybrid

    Salary: £110,000 – 125,000 + car allowance + bonus + benefits

    We have a great opportunity with one of our FTSE100 clients looking for a Head of Head of Incident Management & Service Operations to join them during an exciting period of transformation. You'll oversee the operational aspects of IT services with a particular focus on incident management.

    You'll be responsible for leading and managing the processes, teams, and technologies that ensure effective incident resolution, the delivery of high-quality IT services, and the continuous improvement of operational processes. This will include delivery of the Global Operations Centre and ownership of all key ITIL operational processes across service operations.

    The role:

    • Define the IT Operation Centre standards and patterns for managing incidents, problems, events, change and release management
    • Ensure major incident management procedures are ready-to-deploy
    • Lead on root cause analysis activities for major incidents
    • Be the driver of problem resolution
    • Provide insight into Operational Performance at regular reporting points
    • Define tooling to monitor the Global operational environment
    • Deploy activities and operational procedures
    • Co-ordinate activities in the event of vendor disaster recovery
    • Manage the budget for incident management and service operations

    Experience needed:

    • Demonstrable experience in a senior IT leadership role within a complex global organisation
    • Substantial experience in service management, including incident management, service desk operations, service level management and continuous improvement practices
    • Hands-on experience in managing and coordinating incident responses, inc. major incidents
    • In-depth knowledge of incident management processes, methodologies, and best practices
    • Senior business partnering, working as a valued partner with senior stakeholders and strategic 3rd parties across a diverse operation
    • Budget management experience
    • Strong leadership and stakeholder management skills
    • Proven understanding of the operational and technical architecture underpinning the IT service landscape in high volume mission critical e-Commerce or similar
    • Understanding and influencing of business strategy, translating this to accelerate the release

    Nice to have:

    • Experience operating across multiple countries and cultures
    • Relevant certifications, including ITIL

    If you're interested, please get in touch.

    Thank you.

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