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    Services Director - London, United Kingdom - Cognita Schools

    Cognita Schools
    Cognita Schools London, United Kingdom

    1 week ago

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    Description
    About Cognita Launched in 2004, Cognita is an extraordinary community of diverse yet connected schools, spanning 16 different countries.


    We share one common purpose:
    to deliver an outstanding holistic education that will enable our students to thrive in a rapidly evolving world.

    With over 100 schools in Asia, Europe, Latin America, the Middle East and the United States, we employ 18,000 teaching and support staff in the care and education of more than 90,000 students.

    Our schools provide a truly holistic education based on rich and varied experiences that focus on social, emotional, physical and cognitive learning.

    This results in excellent academic outcomes for our students, who are also equipped with the agency, adaptability and positive attitudes to set them up for success in our fast changing world.

    We now have an exciting opportunity for an Incident & Service Request Manager to join our fantastic team. This is a Hybrid role working 2 days a week at our Head Office in London.


    The purpose and prime objective of the Incident (IM) and Service Request Manager (SR) is for delivering effective IM/MIM (Major Incident Management) resulting in the provisions of stable and robust services to the global business.

    Focus is on restoring service efficiency and effectively from incidents, working with Problem Management in eliminating recurring incidents and to minimize impact of incidents that cannot be prevented or resolved permanently.

    The IM/SR will create, manage and continually improve the incident (Including major) and service request management process and activities to ensure they operate efficiently and effectively and that they comply with governance and controls.

    You will work with global and regional teams to deliver a single set of standardised incident management policies and processes which are management, governed, and facilitate a global incident forum to drive compliance to incident policies and improvements.

    Candidate will demonstrate strong incident and service request management knowledge and motivating and leading teams to achieve common goals.

    You'll thrive in a fast-paced business environment with an emphasis on positive incident and service request adapting to working practices.

    Implement KPIs, Reporting and metrics, establish monitoring and quality assurance measures and feedback.

    End to end governance responsibility and to oversee at times the management, communication, escalation, investigation and resolution of major incidents, Major Incident Reports (MIR), business updates are timely and of sufficient quality, arranging discussions and updates as required.

    Function as the main point of contact for service management related updates on day-to-day incident management issues, including the status of outstanding incidents.

    This includes liaising with the global teams and senior management to ensure appropriate stakeholders are kept informed.

    To be considered for this role you will have a bachelors degree or equivalent in an IT related subject and have multiple years' experience in an ITIL process role, particularly relating to incident, problem and change management.

    Experience of developing best practice processes, policies and procedures for functional area
    Produce Executive level summaries and reports to a high standard.
    Experience in dealing with and influencing multi-tier management.

    Cognita Schools are committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment.

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