Incident Process Manager


Job Ref:
7388

Job Title:
Incident Process Manager

Location:
Slough

Salary:
Competitive

Closing date:
28th February 2017

Job Description

Telefonica is on a truly inspirational adventure. As one of the world`s most innovative communication companies and the name behind flagship brands such as O2, we`re thinking bigger than ever before. We`re taking on new challenges around the world and exploring new ways to open up the world for our millions of customers. And you could be part of it all.

About the Team:
Ensuring O2 delivers against its SLA and contractual requirements for consumer, commercial and government customers. Driving achievement of Key and Supporting process performance indicators.

Your role:
The Incident Process Manager will be responsible for driving the performance of the Incident & Problem Management processes so that O2 delivers against its SLA and contractual requirements for consumer, commercial and government customers. They will do this by carrying out a range of duties in support of the process, which governs the performance of over 1,600 colleagues who create and manage around 325,000 Incident Records a year.
Responsibilities:
-Ensuring that all support teams follow the Incident Management process for every Incident
-Identifying and making tactical improvements to service performance
-Driving the efficiency and effectiveness of the Incident and Problem Management processes
-Monitoring the effectiveness of the processes and making recommendations for improvement
-Developing, managing and maintaining the processes and associated procedures
-Developing and maintaining the process system and documentation.

Skills and Experience:
-Operational experience in Incident and Problem Management roles
-ITIL Service Operations qualification
-Strong analytical and problem-solving skills with attention to detail
-Stakeholder management & influencing skills
-Data analysis and manipulation
-Good presentation skills with a proven ability to convey complex information in a meaningful way through a variety of media
-Lean Six Sigma Yellow Belt/Green Belt accreditation would be beneficial
-Experience of the BMC Remedy toolset would be an advantage.
Grade: MPG4

In return for your efforts, you`ll be rewarded in typical Telefonica style: A competitive salary and benefits that you get to choose, including our cycle to work scheme, carbon offsetting, flexible working and childcare vouchers. Great news if you`ve got little ones or other family commitments, or if you want to be more green. And of course you can expect support, recognition and the chance to progress with us.
Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.

Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career. There`s so much to discover. Your adventure starts here.



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