Our leading Finance Sector Client is undergoing a time of significant growth and transformation as they integrate a recent corporate acquisition. To support these endeavours, they are seeking to hire an experienced Incident, Problem and Change Manager to join the team.
Note - this role is based on the Isle of Man, so requires candidates to either be based on the island currently or be open to relocation.
The Incident, Problem and Change Manager collaborates with teams across the Technology landscape to coordinate and drive the proper handling of incidents, problem and change records through their respective process lifecycles by:
• Providing advice and guidance to stakeholders and users of the processes to ensure that quality across ITIL disciplines is maintained and upheld
• Ensuring that incidents are resolved in as an expedient method as possible
• Ensuring that problem records mitigate causal factors within agreed timescales
• Making sure that change records are reviewed and approved in accordance with their risk profile
• Handling escalations into internal and external service providers
The role pins together the "holy trinity" of ITIL Service Operations, ensuring they fix services when they fail (incident and major incident management); making sure when they change their technology it's performed safely (change management) and when issues do occur we have properly investigated and prevented a recurrence (problem management).
The ideal candidate for the role of Incident, Problem and Change Manager will have:
• Knowledge of ITIL Service Operations best practices and processes
• ITIL Foundation certificate extremely desirable but not mandatory, depending on experience
• Previous experience using ITSM toolsets such as ServiceNow, BMC Remedy beneficial
• Office 365 Collaboration tooling experience essential
• Experience working in an incident, problem and change management capacity previously - preferably within a Financial Services setting
• Proven, disciplined and consistent analytic approach and mindset
• Ability to work with stakeholders at multiple levels of seniority, across multiple different suppliers and geographies
• Experience working with outsourced technical landscapes desirable
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