We seeking to hire an Incident Manager to manage the ITIL processes of our client nationally. The role will work closely with the IT support teams to define the processes for critical incidents and problem management as well as play a key role in co-ordinating the response to a critical incident and follow-up through problem management.
Position Summary
The National IT Incident Manager is responsible for ensuring processes/procedures are in place to manage and resolve high impact incidents and problems that have exceeded standard service levels or resulted in customer dissatisfaction; providing visibility and clarity to Incident and Problem Management; and providing administrative support for the IT Service Management system.
Essential requirements
- Strong customer service skills and a commitment to excellence
- Strong communication, interpersonal and facilitation skills
- Strong ability to work well under stress and conflict
- Experience in working with stakeholders at all levels, both technical and non-technical of an organisation
- Ability to negotiate and influence
- Ability to develop and maintain a quality assurance program
- Strong report writing skills
- Basic understanding of IT Architecture, both infrastructure and applications
- Demonstrated commitment to ongoing continuous improvement processes
- Foundation Certificate in IT Service Management
- Competent keyboard and computer skills including the Microsoft Office Suite of products and ServiceNow
Skills Required
- ITIL Certificate in Service Transition
- Change Management experience
- ServiceNow administration support experience (desirable)
- Experience in health care sector will be highly regarded
If you're interested then please submit your resume by hitting the APPLY NOW button
For more information or a confidential discussion, please contact Neha Bajaj quoting reference: 188885
