Incident and Change Manager

Would you like to lead critical incident, change and release activity across a complex, secure technology environment? Sopra Steria is looking for an Incident and Change Manager to oversee the day-to-day delivery of services within our Aerospace, Defence and Security business. You’ll combine people leadership, service management and operational delivery, helping teams provide a consistent, high-quality service that meets client expectations. Working closely with senior service, technical operations and programme delivery colleagues, you’ll coordinate resources across the wider Service Operating Model, monitor performance and identify opportunities for improvement. You’ll also help stabilise existing services and shape the service and operating design for new projects, embedding effective and consistent processes across multiple programmes. This is a full‑time, permanent role based in our Hemel Hempstead office, with office attendance required five days a week.

What you’ll be doing

• Managing the day-to-day delivery of Incident Management, Change and Release activities, ensuring client Key Performance Indicators and service expectations are consistently achieved.
• Planning and allocating resources across incidents and changes, including managing rotas, workloads and competing operational priorities.
• Monitoring team and individual performance, providing direction, conducting appraisals and ensuring resources are appropriately deployed.
• Coordinating resources across the wider Service Operating Model with service management, technical operations and programme delivery colleagues.
• Producing service reports against agreed Key Performance Indicators, monitoring the health of the environment and driving proactive maintenance and corrective activity.
• Identifying and implementing Continual Service Improvement opportunities while developing and standardising Incident, Change and Release processes across existing and new services.

What you’ll bring

• Experience of Information Technology support or service management within a complex hosting or datacentre environment.
• Strong experience of Incident, Change and Release Management, with practical knowledge of Information Technology Infrastructure Library methodologies and service management processes.
• Strong knowledge of datacentre environments, hosting services and supporting infrastructure technologies.
• Experience of managing services in an Agile environment and working across technical and operational teams with changing priorities.
• People-management experience, including performance management, resource planning, staff appraisals and workload allocation.
• ITIL 4 Foundation level certification, or equivalent, together with an active MOD DV security clearance and sole UK nationality

It would be great if you had

• Experience of working within secure environments.
• An ITIL 4 certification at Practice Manager level at either “Monitor Support & Fulfill” or “Plan Implement and Control” or their equivalent
• Experience of designing, developing and embedding service management processes.
• Experience of supporting the transition or stabilisation of new and existing Information Technology services.
• The ability to assess and respond effectively to changing project and operational priorities.
• Flexibility to work outside standard hours and attend remote or customer sites when required.

Employment Type: Full-time, Permanent.

Location: Hemel Hempstead.

Security Clearance Level: Active DV-MOD

Salary: Competitve

Benefits

• £5,400 car allowance
• 25 days annual leave with the option to buy additional days
• private medical
• life assurance
• pension
• generous flexible benefits fund.

We support different ways of working and can offer a range of flexible working arrangements.

Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.

If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.