Incident and Services Manager

• Drive teams to deliver fixed MS Dynamics CRM
• Work in a Service Integration and Management (SIAM) model

About Our Client

My client - an organisation in the Property and Housing industry are looking for an Incident and Services Manager- join their site in London remotely on an initial 6-month contract!

Job Description

The successful candidate for the Incident and Services Manager- Property and Housing industry 6-month contract role will fulfil the following responsibilities:

• Operating and maintaining the Incident management process and governance framework
• Some understanding of Dynamics365 CRM
• Ability to manage the resolution of escalated P1 incidents with internal and external teams to drive incidents to resolution, where required
• Communicate incident status, resolution and business impact to internal and external stakeholders
• Ability to build and maintain internal relationships in order to organise incident resolution efforts as quickly and smoothly as possible
• Gather data and generate reports within Service Now to provide trending of major incidents. Promoting best practice, assisting with producing knowledge articles or self-help guides and process documents
• Utilising information Technology infrastructure Library (ITIL) V3/4 framework/best practices
• Operating and maintaining Incident and service queues for engineering; distribution of Uplift and Escalation requests to team; and replying to all general enquiries.
• Ability to manage the Teams channel focusing on the housekeeping of all the folders and documentation.
• Provide Incident report status - Daily reporting on closed / resolved incidents and identifying ongoing incidents or issues.
• Leading on vendor management and engagement - to ensure that they meet obligations and deliver against incident process - ensuring outsourced work queues progress

The Successful Applicant

To be considered for the Incident and Services Manager- Property and Housing Sector contract role in London, the candidate must present evidence of the following:

• Service Management Framework knowledge: You have an in-depth understanding of Service Management Framework principles and processes and the ability to apply your technical knowledge in project or programme activities.
• Service Reporting: You can take management information and consolidate agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service.
• Strategic Thinking: You can take an overall perspective on business issues, events, activities and discuss their wider implications and long-term impact. This could include determining patterns, standards, policies, roadmaps and vision statements. You know how to focus on outcomes rather than solutions and activities.
• Business analysis (IT operations): You can visualise and articulate problems and solutions, solve complex problems and concepts, and make disciplined decisions based on available information. You will need to show that you can: apply logical thinking; gather and analyse information using comprehensive tools and techniques; use data to formulate both short-term day-to-day and long-term strategic plans; identify and analyse options; and assess feasibility and operational impact. You can ensure that the business solution aligns with the vision, mission, objectives, strategy, business and user needs. You can identify and recognise a viable solution or control.
• Ownership and initiative: You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made.
• Relationship Management: You can identify, analyse, manage and monitor relationships with and between stakeholders. You know how to clarify mutual needs and commitments through consultation and consideration of impacts. For example, you know how to coordinate all promotional activities for one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier. By helping the customer, you can ensure that maximum benefit is gained from products and Services.
• Service Focus: You can maintain focus on the whole life of service delivery: from designing to developing to delivering and operating. You know how to ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

What's on Offer

• 6 month contract inside IR35 paying £400 daily
• Hybrid working, 2 days p/week in their London office