Major Incident and Problem Lead

YBS has an exciting new opportunity for a Major Incident & Problem Lead to join our Technology Services function. The successful candidate will drive the efficient and effective end-to-end delivery of major Incident and Problem management, proactively managing the construction and implementation of the strategy and policy of IT delivery in YBS.

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

As a Major Incident & Problem Lead you will-

• Support the management of Major Incidents on a 24/7 On-call rotation basis, ensuring they are identified, logged, progressed, and resolved within the scope of the Major Incident Management Process, including stakeholder management, communications, and compilation of Major Incident Reports.
• Support the construction, writing and implementing of the strategy and policy for Major Incident Problem Management, giving full consideration to wider strategy and policy of IT delivery in YBS, while proactively managing the risk profile of incidents & problems in the organisation.
• Mentor, motivate and appraise team members within your own squad, including objective setting, monitoring staff performance and recruitment activities.
• Ensure resource is used to maximum effectiveness for both capacity and capability. Allocating tasks and rotating responsibilities as appropriate to achieve flexibility and the best use of the skills and capabilities of the team and the wider resource required for Major Incident and Problem resolution.

About You

• You will have a broad understanding of Service Management principles and disciplines, based on ITIL best practice coupled with in depth knowledge and experience of working with ITIL Incident & Problem Management methodologies.
• The ability to lead and motivate small teams to deliver sustained high performance.
• Experience working with internal support teams and 3rd party service providers to anticipate and resolve issues in order to deliver a continuously improving service proposition to customers.
• Strong communication skills, with the ability to influence, identify and nurture the potential in others
• Strong knowledge of relevant legislation, compliance, corporate governance, QA and Risk Management.