SME - Incident Management, ServiceNow

Job Summary

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the Major Incident Management process, ensuring compliance with established processes/procedures, operating a "follow the sun" service model across three regions to provide 24/7 and 365 days support. The US Regional Lead is an integral part of the Global Incident Management Function within Operations Management, Technology, Data, & Innovation (TDI). The US Incident manager role is the point of escalation, overseeing, coordination and resolution of Information Technology (IT) Major Incidents during the US time zone, ensuring operational stability and minimizing service disruption. As the US Incident Manager, you will participate in the weekend management on call escalation Rota and form an integral part of the management team.

What You'll Do

• Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controls
• Act as the central point of senior escalation for the region
• Manage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectively
• Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks
• Driving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional team

How You'll Lead

• Act as the senior escalation point for Major Incidents during the US time zone
• Team management - Ability to lead and develop a regional team comprising of onsite and remote resources, Stakeholder Collaboration - Developing and managing stakeholder relationships
• Strategic Change - Drive and act as an ambassador of strategic change and continual service improvement, Coaching and mentoring team members

Skill Requirements

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
• Excellent stakeholder engagement and experience in leading cross functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams
• An ability to rapidly assess situations and coordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding situations
• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement