Incident Manager at University of Sheffield

The University of Sheffield delivers life-enhancing research, innovation and education – come and join one of the teams that makes that possible. In IT Services, we’re dedicated to providing excellent IT systems, services and infrastructure to meet the needs of our students and colleagues. Our world is dynamic and so are we. We work closely with everyone who uses IT at the University, to make sure it works for them, so they can focus on improving themselves and the world around us. So if you want to support the next generations of students, leaders and researchers, we want you on our team.

We have an exciting opportunity in IT Services for an IT professional to lead the Incident Management capability. Using your skills and experience you will be responsible for the Incident process and policy and to mitigate the impact of IT incidents, service failures and to improve service quality.

You will be a motivated, effective communicator with the ability to influence/negotiate with colleagues at all levels. You will be trusted to take ownership of work streams, initiate new processes and to contribute to continuous service improvement. You will develop the governance to deliver high quality services and improve the user experience. As Incident Manager you will be the advocate, you will promote awareness and uphold the process. You will hold a professional qualification and have proven experience within IT Service Management including operational management of Incidents/Major Incidents to ITIL service management standards. Working in partnership with key partners across IT and the business you will provide clear direction to resolve incidents and problems.

This is a blended role that will support Problem and Change Management activities across IT Service Management, Product & Technical teams, along with significant inputs into Disaster Recovery and Business Continuity planning and exercising.

You may be required to join our On Call rota at a future time, on a rotational basis.

We are committed to enabling our employees to work in a hybrid model with flexibility over when, where and how to achieve the required outputs, in discussion with your manager.

We’re one of the best not-for-profit organisations to work for in the UK. The University’s Total Reward Package includes a competitive salary, a generous Pension Scheme and annual leave entitlement, as well as access to a range of learning and development courses to support your personal and professional development.

We build teams of people from different heritages and lifestyles from across the world, whose talent and contributions complement each other to greatest effect. We believe diversity in all its forms delivers greater impact through research, teaching and student experience.

To find out what makes the University of Sheffield a remarkable place to work, watch this short film: www.youtube.com/watch?v=7LblLk18zmo, and follow @sheffielduni and @ShefUniJobs on Twitter for more information.

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