Job Description

Service Operations - Major Incident and Problem Manager.
Full–time
PCD320209

Job description
Here At the organisation, we are seeking an experienced Major Incident and Problem Manager who work across all IT Services/Suppliers and will be accountable for the management of Major IT Incidents impacting...

Here At the organisation, we are seeking an experienced Major Incident and Problem Manager who work across all IT Services/Suppliers and will be accountable for the management of Major IT Incidents impacting all guests and internal teams ensuring that service is restored as efficiently as possible.

This is a unique opportunity to work on identifying problems and driving improvements across all our suppliers as well liaising with stakeholders of all levels across the business.

Role: Major Incident and Problem Manager

Salary: £60,000

Contract Type: Full time, Permanent

Location: the organisation Court, Houghton Hall Business Park, Porz Avenue Dunstable (Hybrid working, 3 days per week from office)

On call: This role does provide out of hours response, meaning there is an on call rota.

Why You’ll Love It Here
• Healthcare: Individual & Family BUPA healthcare.
• 10% matched pension
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand.
• Annual Incentive of up to 20% Bonus.

What You’ll Be Doing

As a Major Incident and Problem Manager, will be the primary point of contact for communication to all senior business leaders and teams in relation to Major Incidents and will co-ordinate activity from internal and external service providers during the investigation and resolution of the incident.

Alongside the above, will be responsible for the full lifecycle of the Major Incident including the post incident activity, ensuring that Problem Records are raised for Major Incidents and that all learnings are identified, and mitigating actions are agreed, tracked and implemented.

What You’ll Need
• Proven demonstrable strong working knowledge of ITIL Service Management framework and process areas.
• Strong Knowledge of IT Infrastructure and the IT applications and processes used within own organisation.
• Excellent communication skills to liaise with a variety of stakeholders a different levels in the business.
• Ability to work well under pressure and handle multiple priorities at once.
• Strong experience building relationships with key stakeholders.

Be part of our Technology Team at the organisation.

Through collaboration, passion and hiring the smartest minds, our Technology team builds products and services that are used by 38,000 of us at the organisation and millions of guests. Everything from an eCommerce website that handles £2kbillion in transactions per year, applications that are scalable across our 1,200 hotel and restaurants, devices that enable our teams and guests to have a seamless experience, all whilst keeping data secure. Together we’re building the hotel of the future.

We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.