Sr Major Incident and Problem Coordinator [T500 20863]

Job description

ANSR is hiring for one of its clients:

About Dr. Martens:

Dr. Martens is an iconic British brand founded in 1960 in Northamptonshire.

Produced originally for workers looking for tough, durable boots, the brand was quickly adopted by diverse youth subcultures and associated musical movements.

Dr. Martens has since transcended its working-class roots while still celebrating its proud heritage and, six decades later, “Docs” or “DM’s” are worn by people around the world who use them as a symbol of empowerment and their own individual attitude.

The Company listed on the main market of the London Stock Exchange on 29 January 2021 (DOCS.L) and is a constituent of the FTSE 250 index.

SO, WHAT'S THE STORY?

We are on an exciting journey to drive impactful change within our Technology function.

As part of a global fashion retailer, our technology underpins all aspects of our products and commerce processes.

This is your opportunity to join a dynamic team, helping to ensure that out Incident, Problem and Change management processes are working to enhance our Service Quality.

THE GIG:

As a Major Incident & Problem Co-ordinator in our Enterprise Technology team, you will:

• Act as a key point of contact for stakeholders for IT services and service delivery
• Develop and maintain strong relationships with business units.
  
  
• Monitor & report on service performance, to identify any areas for improvement
• You will work with the Service Delivery Managers/Major Incident & Problem Co-Cordinator's in other regions to provide incident management as required
• You will be required to contribute to root cause analysis as required
• Provide regular updates to stakeholders on the status of incidents, and service performance
• Support with service review meetings with your key stakeholders.
  
  
• Participate in IT projects where required.
  
  

THE STUFF THAT SETS YOU APART:

Must-Have Experience:

• Proven experience in Technology service relationship management
• Strong understanding of ITIL principles
• Excellent communication skills
• Stakeholder management, including C-Suite executives
• Tenacious attitude to drive service improvement
• Highly customer-focused
• Dedicated to high quality of service
• Experience of running Major Incidents
• Experience of Problem Management
• Analytical mind-set

Desirable skills / Experience:

• Experience of both participating & Chairing a Change Advisory Board (CAB)
• Excel reporting & data management
• Knowledge of ITIL principles highly desirable
• Experience in setting up a comprehensive Problem Management Function

Technical Skills:

• Proficient with IT management systems such as ServiceNow, JIRA etc
• Experience of service reporting
• Experience of incident management and root cause analysis documentation
• Knowledge of Technology systems and services
• Familiarity of service level agreements (SLAs) and key performance indicators (KPIs)

Soft Skills:

• Excellent communication and stakeholder management.
  
  
• Strong analytical mindset with problem-solving capabilities.
  
  
• Ability to thrive in a fast-paced environment with multiple priorities
• Ability to take initiative and work independently

WHAT’S IN IT FOR YOU?

• Welcome to the family free pair of Docs
• 65% off all Docs
• Award-winning ‘Buy As You Earn’ Dr. Martens share plan
• A dedicated culture team
• 2 paid volunteer days per year

Are you ready to fill your boots?

Apply now.

• We live and breathe Rebellious Self Expression at Dr. Martens, and there are 3 core values at the heart of it.
  
  They never standalone but work together as a balancing act of rights and responsibilities to support how we work together at DMs.
• BE YOURSELF.
  
  ACT COURAGEOUSLY.
  
  SHOW YOU CARE.
  
  

At DM your technical capability will go hand in hand with the below:

• Great relationship management that delivers results through effective teamwork
• You’ll be a proud custodian to our DM’s culture, embodying what we stand for and encouraging others to do the same
• You’ll help build a highly engaged team – ensuring a collaborative culture and providing guidance & support to other team members
• You will take ownership for your own development, proactively seeking out feedback to build self-awareness
• You will bring the outside-in; you’ll share best practice across the team/business and encourage ideas sharing as well as collaborative problem solving

You’ll lead the way and role model on all things DE&I & wellbeing.

As a Major Incident & Problem Co-ordinator in our Enterprise Technology team, you will:

• Act as a key point of contact for stakeholders for IT services and service delivery
• Develop and maintain strong relationships with business units.
  
  
• Monitor & report on service performance, to identify any areas for improvement
• You will work with the Service Delivery Managers/Major Incident & Problem Co-ordinators in other regions to provide incident management as required
• You will be required to contribute to root cause analysis as required
• Provide regular updates to stakeholders on the status of incidents, and service performance
• Support with service review meetings with your key stakeholders.
  
  
• Participate in IT projects where required.
  
  

Required Skill Profession

Business Operations Specialists