Team – IT Service Manager
Working Pattern - Hybrid – 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week.
We are happy to discuss flexible working!
Top 3 skills needed for this role:
- Excellent verbal communication
- Proven expertise in Incident Management
- A great Multitasker
What this role is all about:
As an IT Incident Manager, you will be dependable for the management, coordination and communication around all service impacting outages. This involves liaising with a variety of technical teams. You will be structuring and leading investigations to ensure accurate and timely information is disseminated both internally and externally. You will also be collaborating with senior members of the management team during significant customer impacting outages.
Key Actions
- Monitor the progression of incidents, proactively intervening when appropriate to ensure that incidents are progressed through to closure in a timely manner
- Quickly assess the severity of an outage in regards to business impact and technical complexity
- Personally manage and own the progression of the most severe incidents through to remediation stage
- Notify, escalate and communicate to our business the existence and status of outages as necessary
- Help co-ordinate the investigations and drive incidents to resolution / remediation
- Put customers first through being an advocate of the customer and driving Vitality to the highest levels of quality
- Perform incident trend analysis to identify potential problems
- You will work with multiple support teams to ensure SLA compliance for all incidents
- Perform both reactive and proactive Problem Management, driving permanent resolution to ensure that tickets are reduced and problems across the estate decrease, driving stability and experience
- Perform governance around both the Incident and Problem Management processes
Essential Skills needed to fulfil this role:
- Able to demonstrate a proven track record in the effective delivery of Incident Management
- Experience with application or infrastructure services
- Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
- Strong collaboration skills with an interest to develop a strong network
- Ability and aptitude to pick up new technologies or procedures
- Good organisational skills and excel at multitasking with the ability to “pick up the pace” during major outages
- ITIL v3 Foundation qualified
So, what’s in it for you?
- Bonus Schemes – A bonus that regularly rewards you for your performance
- A pension of up to 12%– We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance – With its own set of rewards and benefits
- Life Assurance – Four times annual salary
These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!
If you are successful in your application and join us at Vitality, this is our promise to you, we will:
- Help you to be the healthiest you’ve ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how, where and when you work.
- Help you advance your career by playing you to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try, fail and learn.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities for you to be a force for good in society.
We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.