Incident Management Process Owner

Placed: 08/12/17
Region: London
Location: London
Category: Jobs


Content of the advertisement:

The JLT business is continuously evolving and Group Information Technology is embarking on an exciting and truly global IT Transformation programme to support our business ambitions. We are improving the way we work and serve clients by investing in the efficiency and effectiveness of our people, systems and processes. Our objective is to remain agile, drive innovation and improve the value we bring to JLT.

We are a global IT organisation made up of around 650 colleagues world-wide. A large number of our teams are based in the UK - in our London City head office and further offices in Manchester, Birmingham and Bristol. Other teams are based in key regional hubs in the world's high growth economies, such as Dubai, Hong Kong, Singapore, Sidney and Toronto to better meet the needs of local and multi-national clients and trading partners. We procure, develop, run and manage best-in-class IT solutions and services to support JLT's business activities. We place our customers at the heart of all technology we buy or build. We partner with colleagues in the businesses to provide them with the solutions to deliver JLT's industry leading services to our blue-chip clients.

Incident Management Process Owner (Permanent)

London

Reporting to the Head of Operations this role will manage a small team and be responsible for the effective day to day running of all high priority incidents within SIAM, based on the ITIL Incident Management framework. This is in order to restore normal service operation as quickly as possible minimizing disruption to the business. This role will produce centralised reporting and Governance of the Incident Process management of all incidents across the technical towers.

As the Process Owner the role is accountable for the effective implementation of process and carries out the respective reporting procedures. The Incident Manager Process Owner represents the first stage of escalation, should these not be resolvable within the agreed Service Levels.

Key responsibilities:

Day to day responsibilities include designing, owning and maturing the Incident and major incident management processes and ensuring that the processes are consistently executed whilst also ensuring the escalation process/policy exists is maintained and communicated. This role will be responsible for the Service Improvement Plan (SIP) execution for all processes, facilitation, resolution or escalation of cross-functional issues and approval or rejection of process deviation requests. The job holder will identify issues and risks associated with the current process and present solutions and review Major Service failures and produce Major Incident reports and improvement plans as per Incident Management process as well as acting as an escalation point for resolution of on-going incidents from other Towers across the SIAM. It is the Incident Management Process owner's responsibility to own the Daily service review and publication of rota.

Successful candidates will demonstrate:

The ability to work across 24/7 coverage via Out of Hours/On Call rota as required. Candidates must have experience of the application of IT to resolve Business problems and project process and controls. Experience in a variety of IT Service management and Operations roles as well as experience of managing suppliers in outsourcing contracts is essential. To be considered candidates must be ITIL Expert.

Additional Details:

As you would expect from a company like Jardine Lloyd Thompson, we offer highly attractive reward packages. We are aware of how integral our employees are to our progress, so we ensure that everyone shares in that success. Whilst this varies from company to company within Jardine Lloyd Thompson in the UK, typical benefits can include:

* Employee share schemes
* Flexible Benefit Scheme (called Choices)
* Generous holiday entitlement
* Pension Plan
* Private healthcare scheme

JLT aims to be an equal opportunities employer and we would like to encourage applications from all the community, irrespective of race, religion, gender, disability, age or sexual orientation