This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Job Description
As our Business Unit brings more and more clients on to our Managed Service, it has become necessary to mature our Change Management and Service Transition processes. The role will be an approximately 50-50 split between the two disciplines.
We are seeking a highly skilled and proactive Senior Major Incident and Problem Manager to join our IT Service Management team. This hands-on role is crucial for managing major incidents, evolving our processes, and working closely with software teams to manage problems. The ideal candidate will have extensive experience in ITIL processes, particularly in Major Incident and Problem Management, and will play a key role in prioritizing focus to improve our service to clients.
Responsibilities
Major Incident Management:
Lead the management of major incidents, ensuring timely resolution and effective communication with clients and stakeholders throughout the incident lifecycle. Problem Management:
Collaborate with software teams to identify root causes of recurring issues, manage problems, and implement solutions to prevent future incidents. Process Evolution:
Continuously evolve and improve Major Incident and Problem Management processes to enhance efficiency and effectiveness. Client Engagement:
Act as the primary point of contact for clients during major incidents, providing updates and ensuring their concerns are addressed promptly. Service Improvement:
Work with cross-functional teams to prioritize and implement improvements that enhance the overall service delivery to clients. Performance Metrics:
Develop and monitor key performance indicators (KPIs) to measure the success of Major Incident and Problem Management processes and drive continuous improvement. Training and Development:
Conduct training sessions and workshops to promote best practices in Major Incident and Problem Management and enhance the skills of the IT service management team. Compliance:
Ensure compliance with industry standards and best practices, including ITIL, ISO/IEC 20000, and other relevant frameworks. Qualifications Education:
Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL certification (Expert level preferred). Experience:
Minimum of 8-10 years of experience in customer-facing IT service management positions, with at least 3-5 years in a senior Major Incident and Problem Management role. Skills:
Strong knowledge of ITIL frameworks and best practices. Proven experience in managing major incidents and problem management. Excellent leadership and team management skills. Strong communication and interpersonal skills. Ability to work effectively with cross-functional teams. Proficiency in IT service management tools and software.
Personal Attributes Proactive:
Takes initiative and drives continuous improvement. Analytical:
Strong analytical skills with attention to detail. Collaborative:
Works well with others and fosters a team-oriented environment. Adaptable:
Able to adapt to changing business needs and priorities. Client-Focused:
Dedicated to improving service delivery and client satisfaction. Empathetic:
Able to communicate effectively and empathetically with both customers (technical and non-technical) and internal stakeholders. Organisation:
Strong organisational, time management and prioritisation skills with proven track record. Desirable Experience Experience in the insurance industry. Experience with Zendesk. Experience with AWS. Experience with Azure DevOps. Basic knowledge of SQL and relational databases. Experience with Microsoft SharePoint or other knowledge management tool. About Us For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster. At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.
#J-18808-Ljbffr
Lead the management of major incidents, ensuring timely resolution and effective communication with clients and stakeholders throughout the incident lifecycle. Problem Management:
Collaborate with software teams to identify root causes of recurring issues, manage problems, and implement solutions to prevent future incidents. Process Evolution:
Continuously evolve and improve Major Incident and Problem Management processes to enhance efficiency and effectiveness. Client Engagement:
Act as the primary point of contact for clients during major incidents, providing updates and ensuring their concerns are addressed promptly. Service Improvement:
Work with cross-functional teams to prioritize and implement improvements that enhance the overall service delivery to clients. Performance Metrics:
Develop and monitor key performance indicators (KPIs) to measure the success of Major Incident and Problem Management processes and drive continuous improvement. Training and Development:
Conduct training sessions and workshops to promote best practices in Major Incident and Problem Management and enhance the skills of the IT service management team. Compliance:
Ensure compliance with industry standards and best practices, including ITIL, ISO/IEC 20000, and other relevant frameworks. Qualifications Education:
Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL certification (Expert level preferred). Experience:
Minimum of 8-10 years of experience in customer-facing IT service management positions, with at least 3-5 years in a senior Major Incident and Problem Management role. Skills:
Strong knowledge of ITIL frameworks and best practices. Proven experience in managing major incidents and problem management. Excellent leadership and team management skills. Strong communication and interpersonal skills. Ability to work effectively with cross-functional teams. Proficiency in IT service management tools and software.
Personal Attributes Proactive:
Takes initiative and drives continuous improvement. Analytical:
Strong analytical skills with attention to detail. Collaborative:
Works well with others and fosters a team-oriented environment. Adaptable:
Able to adapt to changing business needs and priorities. Client-Focused:
Dedicated to improving service delivery and client satisfaction. Empathetic:
Able to communicate effectively and empathetically with both customers (technical and non-technical) and internal stakeholders. Organisation:
Strong organisational, time management and prioritisation skills with proven track record. Desirable Experience Experience in the insurance industry. Experience with Zendesk. Experience with AWS. Experience with Azure DevOps. Basic knowledge of SQL and relational databases. Experience with Microsoft SharePoint or other knowledge management tool. About Us For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster. At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.
#J-18808-Ljbffr
