Incident and Change Manager

Overview

In this role you lead incident, change and release delivery within a complex, secure technology environment for Sopra Steria’s Aerospace, Defence and Security portfolio. You’ll align resources, monitor performance and drive continuous service improvement with cross-functional teams to stabilise and shape services for new projects. You’ll contribute to high-quality, client-focused service that supports national security missions in a regulated setting. This is a hands-on leadership role with a clear impact on service reliability and delivery.

Pay / Benefits

• Referral bonus: 1500
• flexible working arrangements
• professional development activities
• coaching and mentoring
• work-life balance emphasis

Responsibilities

• Manage day-to-day delivery of Incident Management, Change and Release activities to meet KPI and service expectations
• Plan and allocate resources across incidents and changes, including rotas and workloads
• Monitor team performance, provide direction, and conduct appraisals
• Coordinate with the wider Service Operating Model across service management, technical operations and programme delivery
• Produce service reports against KPIs and drive proactive maintenance and corrective activity
• Identify and implement Continuous Service Improvement opportunities and standardise processes across services

Key requirements

• Experience of IT support or service management within a complex hosting or datacentre environment
• Strong experience of Incident, Change and Release Management with practical ITIL knowledge
• Strong knowledge of datacentre environments, hosting services and supporting infrastructure technologies
• Experience of working in an Agile environment and collaborating with cross-functional teams
• People-management experience including performance management and workload allocation
• ITIL qualification at Expert or Managing Professional level, or equivalent, with security clearance and sole UK nationality

• People leadership
• communication
• stakeholder management
• ITIL (Expert/Managing Professional)
• Incident, Change and Release Management
• Datacentre and hosting infrastructure knowledge

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