Incident & Problem Manager

About the Role:

YBS has an exciting new opportunity for an Incident & Problem Manager to join our Technology Services function. The successful candidate will be responsible for the establishment and execution of effective Incident and Problem Management strategies, policies and processes to enable the organisation to continue operations and serve its customers in the event of a major incident, as well as the leadership of the Incident & Problem Management team and fostering a collaborative and innovative team culture.

This role will be based in our Bradford Head Office, with flexible working from home capability.

As an Incident & Problem Manager you will

• Be responsible for providing effective leadership and management of the Incident & Problem Management team.
• Have responsibility for the provision of effective Crisis and Major Incident Management capabilities and processes 24/7.
• Provide effective leadership and management of incidents and problems in line with agreed recovery time objectives, SLAs and Risk Appetite measures.
• Lead on the operational management of relationships with key stakeholders and third-party suppliers to ensure the successful delivery of operational services.
• Ensure the provision of specialist expertise, advice, oversight and reporting for Incident & Problem Management.
• Interpret & communicate the priorities for the Function, motivating and developing a high performing team.
• Ensure that control frameworks are developed in line with risk appetite and provide effective assurance and resilience of our IT services

About You-

• You will have an expert level experience of Incident and Problem Management and delivery to IT SLAs, OLAs and KPI’s.
• An in-depth knowledge of IT Service best practices, ITSM tooling and processes within the Financial Services industry and the IT marketplace.
• A strong understanding of Process Improvement, as well as an understanding of IT procurement and contract negotiation.
• The ability to develop and maintain effective customer relationships including collaboration, communication and facilitation skills.
• Proven experience in cost centre management, managing operating costs.
• Have awareness of the financial services industry, markets and competitors.