Incident Management Lead

The Incident Management Lead will be an experienced IT Service Management professional with responsibilities to support the delivery of Incident Management in a 24x7 operational environment supporting all Thames Water business areas.

The role will ensure that all Incident Management process activities are fit for purpose to meet the needs of the Thames Water Business.

What you’ll be doing as an Incident Management Lead

• Assist in managing the Incident Management Process and ensure it is delivered to the agreed level of performance to support service availability.
• Determine the priority of incidents with greater business impact and whether escalation to senior stakeholders is required.
• Ensure that the Incident Management process is consistently followed across the Service Delivery function and that full process compliance is achieved across all resolver groups and third-party suppliers.
• Drive resolver groups and third-party suppliers to ensure the resolution of incidents within agreed contractual obligations to minimise the impact of incidents on the Thames Water business.
• Incident Management Reporting – support the provision of regular, transparent and accurate reporting on all Incident Management activities against agreed KPIs and performance criteria.
• To execute additional tasks to meet departmental / team project-related development and change objectives.
• Develop key relationships within the business areas and Thames Digital to support the management of all incidents and ensure that business impact is fully identified and understood.
• Work with the Digital Risk Lead to assist in identifying risks and issues that arise from the Incident Management process.

Base location – Hybrid Clear Water Court Reading.

Working pattern – 36 hours Monday to Friday.

Requirements for the role –  an ITIL v3 Foundation certificate.

What you should bring to the role

Essential

• ITIL v3 Foundation certificate or ITIL 4 Foundation certificate.
• Significant experience working in an IT Operational Environment.
• Experience in delivering and managing services to agreed levels.
• 3Threeyears of Incident Management experience adhering to ITIL/ITSM standards and at least two years of team leader responsibilities.
• Used to working with a team spread over multiple locations as part of an outsourced arrangement with offshore partners in a multi-vendor environment.
• Knowledge of Project Management and the IT Service Management Lifecycle or Service Value System.
• Stakeholder Management.
• Excellent organisational & time management skills with the ability to prioritise work effectively.

What’s in it for you?

• Competitive salary of up to £60,000 per annum, depending on experience.
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service. (plus bank holidays)
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of your and your family’s health and well-being, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled peole, committed to making a difference and getting us to
where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

The real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is a great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.