Major Incident Manager - ITIL

Overview

Major Incident Manager

Methods Business and Digital Technology Limited

Methods is a £100M+ IT Services Consultancy that partners with central government departments and agencies to transform how the public sector operates in the UK. Established over 30 years ago and UK-based, we deliver end-to-end business and technical solutions that are people-centred, safe, and designed for the future. We focus on people, technology, and data to create value and sustainability for clients, staff, communities, and the planet. Methods supports clients in project success and works collaboratively to share skills, solve problems, and learn from mistakes. Predominantly public-sector, Methods is building a significant private sector client portfolio and was acquired by the Alten Group in early 2022.

Role Description

The main objective of this role is to develop and improve the Incident Management function within client delivery and the perception of that function both internally and externally. The role involves working closely with the Service Delivery Manager to develop and implement transitional activities to move Incident Management to a new delivery model.

On an ongoing basis, the Major Incident Manager will seek to enhance the function and ensure that analysts performing incident and problem management are fully briefed and knowledgeable in all aspects of the processes and procedures. The role will ensure that incidents logged are managed proactively and effectively in line with contractual KPIs, while working with the Service Delivery Manager to develop more effective processes to manage multiple SLAs across the team. The Major Incident Manager will also drive better working relationships with on-site teams and other referral groups to improve incident management.

Candidates must have a strong track record as a Major Incident Manager, ideally with knowledge of aligning with ITIL processes.

Responsibilities

• Ensure Major Incident Management within client delivery is proactively and effectively managed to meet targets while maintaining clear communications across all Service Operations teams
• Manage peaks and troughs in activity to ensure service excellence for customers
• Implement and adhere to standards and processes
• Liaise with Service Delivery teams to ensure service within agreed SLAs and recommend improvements
• Share knowledge through coaching, mentoring, or training to team members
• Attend Service Review Meetings at other client sites as required
• Manage small CSI projects, meet deadlines, and prioritise workload
• Facilitate and support recruitment and selection of new team members
• Provide management support in the absence of the Service Delivery Manager
• Provide SME advice during service transition/acceptance of new services

Person Specification

This role suits an individual with a proven delivery track record in a similar role.

• Experience in a high-pressured environment
• ITIL Foundation Certificate (minimum) or Service Operations Lifecycle module (preferable)
• Experience in SLA reporting, KPIs, dashboard reporting, and trend analysis
• Supplier management experience
• Experience with case management toolsets - preferably ServiceNow
• Excellent Microsoft Office skills - particularly Excel
• Proven ability to communicate with stakeholders at various levels
• Strong teamwork skills
• Ability to work without supervision
• Strong interpersonal skills
• Good communication and negotiation skills
• Experience building strong working relationships with stakeholders

Additional Info

• 24/7 on-call rota with additional pay
• Hybrid working (currently full remote)
• Salary - £45,000-£50,000

Security clearance may be required. Upon onboarding, candidates may need to complete Baseline Personnel Security Standard checks. Details of required evidence are on Gov.UK. If criteria cannot be met, employment may be delayed or rejected. This will be discussed at interview.

Methods is passionate about its people and supports development of talents and skills.

What you can expect

• Autonomy to grow your skills and experience
• Participate in exciting project work that makes a difference in society
• Strong, inspiring leadership
• A supportive and collaborative environment

Benefits

• Development - access to LinkedIn Learning, management development programme, and training
• Wellness - 24/7 confidential employee assistance program
• Flexible Working - home working and part-time options
• Social - office events and charitable activities
• Time Off - 25 days' annual leave plus bank holidays, with option to buy 5 extra days
• Volunteering - 2 paid days per year to volunteer
• Pension - Salary Exchange with employer and employee contributions
• Discretionary Company Bonus - based on company and individual performance
• Life Assurance - 4x base salary
• Private Medical Insurance - non-contributory (spouse and dependants included)
• Worldwide Travel Insurance - non-contributory (spouse and dependants included)
• Enhanced Maternity and Paternity Pay
• Travel - season ticket loan, cycle to work scheme

For a full list of benefits please visit our website at