Incident Governance Manager

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Job description

Incident Governance ManagerIncident Governance ManagerWould you like a role which enables you to identify and implement improvements to ensure our employees receive an efficient IT service? We currently have a vacancy within Enterprise IT Services (EITS) for an Incident Governance Manager at our site in Preston.As an Incident Governance Manager, you will be governing all incident management delivery, including Command Centre performance, to ensure incident management SLAs are met. You will be ensuring Customer Satisfaction (CSAT) targets are met and instigating and managing service improvement plans to prevent or remediate failures.This role will enable you to work in a varied and challenging role in a growing area where you will also have lots of opportunity to expand your professional network and develop your skills. Training and development will be offered to support your progression.Your main responsibilities as an Incident Governance Manager will involve:Monitoring and managing daily incident trends and activities, ensuring SLAs are met and focus is on the right areas to maintain high performance of service desk and incident resolving functionsManaging and escalating remedial activities through formal and informal routes, ensuring failing areas can meet targets within as short windowOperating daily service reviews managing daily priorities, and provide a focal point for command centre and service desk, to accept escalations and prioritiesAttending weekly/ monthly service reviews, reporting on incident management performance of command centre and service desk, to provide service improvement plan and initiativesFrequently liaising with major on-going projects which may impact incident management volumes or performance to constrain and manage impactProviding training, support, advice and guidance to resolver teams for incident management good practiceSet up and amend ServiceNow dashboards and reportsYour skills and qualifications as an Incident Governance Manager:EssentialStrong communication skillsAn understanding of Service OperationsAbility to chair and co-ordinate meetingsDesirableKnowledge of IT industry from an Enterprise perspectiveUnderstanding of SIAMITIL lifecycle experience (particularly Operations)Experience in a service desk environment with team leader or management dutiesBroad technical understanding with ability to translate into business impact and prioritise accordinglyExcellent Excel skillsServiceNow knowledge and reporting skills would be an advantageWhat we're looking for in you:You will be calm and organised with the ability to operate efficiently in a busy environment. You will be able to communicate orally and in writing, as well as being able to present to others. You will be keen to achieve service excellence.Location: Preston - we operate flexible and hybrid working arrangementsSalary: Up to £35,000BenefitsOur employees receive an excellent benefits package which includes a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. We also offer a range of additional benefits such as flexible working, an employee assistance programme, Cycle2work and many local and national employee discounts. Some employees may also be eligible for an annual incentive.Flexible WorkingAt BAE Systems we are committed to supporting work life balance for all our employees and embrace a range of modern working practices, which aim to enhance flexibility for individuals whilst also enabling business performance. Flexibility provisions vary by role, but include; hybrid working arrangements, flexible working patterns and shift working.BAE SystemsBAE Systems is one of the world's leading global defence, security and aerospace companies. We work at the cutting edge of technology, creating more than 100 new inventions every year for customers in over 100 countries.Shared ServicesIf you'd like to make a real difference where it counts, BAE Systems is the place for you.From keeping soldiers, sailors and pilots safe to helping countries prosper, from developing the next generation of supersonic aircraft to investing in the next generation of super-smart talent - at BAE Systems, we work together to give our customers an essential edge in protecting the things that really matter. Lives, livelihoods, ways of life.As part of the Shared Services team, you'll be at the heart of this endeavour - working closely with our air, maritime, land and cyber and intelligence businesses to support our customers around the world.Join us and you'll be encouraged and rewarded to excel in this important work. Apply your talent where it counts.We recognise that an inclusive and diverse workplace - where all employees feel respected, valued and able to achieve their full potential - is vitally important. Not only does it inspire creativity and collaboration, it's good for business. We celebrate our differences and believe our diverse skills, abilities and perspectives strengthen our culture and our overall performance.We welcome applications from all suitably qualified people.Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and/or your place of birth may limit those roles that you can perform for the organisation.Due to the volume of applications we receive, we sometimes close our vacancies early. It is therefore advisable to apply as early as possible if you would like to be considered for a role with BAE SystemsJob ITPrimary LocationGB-ENG-LAN-PrestonClosing Date 09/Dec/21, 5:59:00 PM

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