Global Major Incident & Problem Manager – ITIL, ITSM

Full Time London London IT Job Pro UK

Global Major Incident & Problem Manager – ITIL, ITSM

Outstanding opportunity to join this globally renowned financial services brand on a permanent basis. This organisation is undertaking a major IT transformation to redefine and mature its IT Service Management function and align it to a product centric operating model. This role will make a crucial contribution to facilitating this transformation and delivering an end user centric service, based on industry best practice. You’ll require the following skills and experience:

* A track record in contemporary, end user centric IT Service Management in global setting

* 5+ years’ experience of ITIL Major Incident Management, Problem Management, Event Management processes as well as providing support to the End User Experience function on Incident Management, Request Fulfilment and Access Management

* Deep experience ensuring that Major Incidents are managed consistently and effectively to agreed process with a high degree of control and communication

* Extensive experience ensuring Major Incident reviews are conducted with service improvement actions identified for Process/product/service/platforms owners, and the Problem Management process is initiated

* Ability to take an analytical approach to identify through Event & Incident analysis and Problem Management, opportunities for Incidents to be ‘shifted left’ so that they do not reoccur

* Experience building strong and effective relationships especially with the End User Support (ServiceDesk) function and with Product Team, Service Team Owners and Business Owners

* A detailed understanding of Service Management disciplines and associated toolsets

* Deep expertise in ITIL process and best practices with associated ITIL qualifications

* Experience of managing IT services, using recognised frameworks, methods, and tooling

* Experience of using automated systems to support specific business functions or processes as well as Service Management toolsets

* Financial Services sector experience, or experience gained in a highly regulated environment, is an advantage but not essential

£58k-£68k + bonus + corporate benefits. City of London (60%) and remote (40%)

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