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Job Description
We are seeking a highly skilled and experienced ITIL Incident Manager to join our team. The ideal candidate will be responsible for managing 1st and 2nd line support staff and ensuring timely resolution of incidents within SLA. The successful candidate will possess strong leadership qualities, be tech-savvy, and have a logical mindset. Additionally, they should be able to provide mentorship to staff to foster growth and development. This is an exciting time to be joining West Midlands Police IT&D Service Management function - come and be part of the journey.
The Incident Manager is responsible for managing the effective operation of staff, processes and governance structures within the IT&D Tier 1 & 2 Service Desk.
This post has a specific management focus on the following processes:
Incident Management (The primary objective of Incident Management is to return the IT service to users as quickly as possible)
Request Fulfilment (To fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.)
Knowledge Management (The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.)
Problem Management (The primary objectives of Problem Management are to prevent Incidents from happening, and to minimise the impact of incidents that cannot be prevented)
Supplier and Contract management
The post holder will be responsible for managing a team for monitoring and intervening on performance of these processes, identifying and addressing issues/under-performance. They will also manage any third party contracts and suppliers that fall within their areas, including:
Negotiating contracts
Monitoring performance against contracts.
Maximising financial and operational performance.
Minimising or mitigating contract risks.
Developing relationships with third parties
The post holder will be responsible for the maintenance and development of strategy, policy, systems and procedures, performance management, together with the efficient and effective use of resources. The post holder is responsible to the Head of Service Management but will be expected to work without direct supervision and will be required to make decisions using their own initiative and experience.
Essential:
ITIL qualification in Service Operations
2 years+ experience in Incident or Problem Management.
Hours : Mon-Fri 08:00 - 16:00 (fixed)
Location : Based at Lloyd House, Birmingham. This role will work throughout the West Midlands.
Vetting:
Successful applicants will be required to pass Management Vetting and Security Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process. Medical:
Appointment to this role will be dependent upon successfully passing medical checks, which may include a drugs test and if required a fitness test. About Us West Midlands Police is the second largest police force in the country, covering an area of 348 square miles and serving a population of almost 2.8 million. The West Midlands is an area rich in diversity, with 18 per cent of its population from ethnic minority backgrounds.
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Successful applicants will be required to pass Management Vetting and Security Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process. Medical:
Appointment to this role will be dependent upon successfully passing medical checks, which may include a drugs test and if required a fitness test. About Us West Midlands Police is the second largest police force in the country, covering an area of 348 square miles and serving a population of almost 2.8 million. The West Midlands is an area rich in diversity, with 18 per cent of its population from ethnic minority backgrounds.
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