Incident and Change Manager
Sopra Steria
Overview
As Incident and Change Manager, you oversee day-to-day incident, change and release delivery within a complex, secure environment for the Aerospace, Defence and Security business. You lead teams across the Service Operating Model to ensure high-quality, KPI-driven service delivery and stabilise services for current and new projects. You drive continual improvement by standardising processes and shaping operating design to meet client needs. This role combines people leadership with operational delivery in a critical security-focused setting.
Pay / Benefits- car allowance
- private medical
- life assurance
- pension
- 25 days annual leave
- flexible benefits fund
- Manage day-to-day delivery of Incident, Change and Release activities to meet KPIs
- Plan and allocate resources, rotas and workload across incidents and changes
- Monitor performance, conduct appraisals and deploy resources effectively
- Coordinate with wider Service Operating Model including service management, technical operations and programme delivery
- Produce service reports against KPIs and drive proactive maintenance
- Identify and implement Continual Service Improvement opportunities and standardise processes across services
- Experience in IT support or service management within complex hosting or datacentre environments
- Strong knowledge of Incident, Change and Release Management and ITIL methodologies
- Experience managing services in an Agile environment across technical and operational teams
- People-management experience with performance management and workload planning
- ITIL qualification at Expert or Managing Professional level, or equivalent, plus active DV–MOD clearance and UK nationality
- People-management
- Stakeholder coordination
- Decision making
- Incident management
- Change management
- Release management
Reference: WJ-747_30231769