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IT Foundation Problem & Incident Manager

Building a sustainable tomorrow

BAM UK & Ireland is recruiting an IT Foundation Problem and Incident Manager. The position will involve a mixture of working from home and working out of any regional BAM UK office. Some travel will be required within Europe.

We are on a drive to standardise and harmonise our IT operations across all our UK and Irish businesses, providing a uniform way of working in service delivery across the company focussed on providing excellent customer service. This will include, but not limited to implementing a single service desk tool and processes, a unified divisional support model, consolidating service providers and providing a single 'BAM workplace' to all BAM employees and partners. We want an end-user focussed approach that considers new technologies, tied to consistent ways of working with strong SLA's in place managed through KPIs. To assist with this transition in UK and Ireland we are looking for an experienced Incident & Problem Manager. -

Your mission

The Incident & Problem Manager will report directly to the IT Foundation Manager (UK&I) and will be responsible for implementing and maintaining IT service management processes (problem, incident and service level management) across all IT Divisions in UK & I to support the goals of BAM's digital vision within the UK and Ireland. The Incident & Problem manager will ensure that all incident and problem management processes are followed to restore IT Services to normal operations as quickly as possible. The Incident and Problem Manager will lead the development and adoption of operational best practices for IT Services process in line with the global ITSM Office
Key stakeholders will be the UK & I Divisional IT teams, IT Foundation teams, Digital Construction teams, local businesses within UK&I, ITSM Office, local vendors, technology partners together with the Global BAM IT Centres of expertise and Shared services divisions.

Accountabilities:

• Implement and maintain ITIL based incident, problem and service level management processes within UK & Ireland IT teams
• Ensure all service management processes are communicated, implemented and followed consistently across IT Foundation, Divisional IT Teams and the UK and I businesses.
• Review existing processes and recommend and implement improvement programs to enhance service delivery capability
• Provide consistent service and standards across the UK&I Division by implementing and maintaining global end-to-end processes based on BAM's ITIL model through the ITSM Tooling, Cherwell.
• Support the services automation roadmap to enhance the end user experience.
• Ensure all knowledge resources are maintained and incorporated into the Incident Management process
• Maintain all relevant process documentation (policies, procedures, templates etc)
• In line with global standards, set and maintain a clear set of internal SLA's, track and report local key metrics, performing service transition reviews with key stakeholders
• Be the evangelist for implementing process management continuous improvements across IT.
• Working with Agile teams ensuring service alignment.
• Produce Management Reports

Who are we looking for?

Mindset & Culture

• Role models the BAM values and behaviours.
• Creates a culture of continuous improvement and delivery.
• Identifies and grows best practices and strengthens system and process controls.
• Fosters a culture of customer focussed IT Service delivery within the UK & Ireland

Competences

• Excellent Communication skills are an essential key requirement as you will be dealing with key stakeholders, end users and 3rd party service providers on an ongoing basis.
• Have excellent analytical, operational planning and execution skills
• Ability to work within an IT Team to promote, develop and maintain strong customer service values.
• Have a positive, hands-on attitude and the ambition to drive the BAM IT Strategy forward
• Ability to communicate with people at all levels and influence change within the business
• Embraces positive change in a dynamic environment
• Proactive and innovative, with the ability to remain pragmatic while ensuring controls are adhered to
• Possess a good eye for detail

Education and experience

• Candidate will have a Third Level qualification in IT or relevant experience.
• At least 5 years' experience in providing and supporting IT Incident and Problem Management and Service transformation.
• Strong technical process background in an IT Services environment.
• Experience in managing and coordinating service management through ITSM tooling such as Cherwell.
• ITIL qualification/experience is mandatory
• Agile qualification / experience Is desirable
• Business fluency in English is essential (written and verbal)

What's in it for you?

A rewarding and evolving environment in a forward thinking organisation. In addition to an attractive salary we offer a significant benefits package including an electric car or car allowance, bonus scheme, contributory pension, BUPA, life assurance, 25 days holiday (plus bank holidays), gym subsidy, BAM social club membership and many more exciting benefits.

Your work environment

People are at the heart of what we do at BAM. We recognise that creating a diverse and inclusive environment that nurtures our employees and encourages them to bring their best and whole self to work is crucial. We're on an exciting journey to get us there by recruiting the very best talent to join us regardless of race, colour, religion, national or ethnic origin, sexual orientation, gender identity or expression, age, disability or other characteristics.

Be you! Join us today, so we can achieve amazing things together and build a sustainable tomorrow.

Who are we?

We construct, refurbish, extend and repurpose buildings from our network of offices across England, Scotland and Wales.

We undertake award winning projects for the public and private sector.

We use the latest digital technologies and modern methods of construction, to help us to deliver projects in a lean, green and more efficient way.

Closing Date for applications is 28th January 2022.

IT Foundation Problem & Incident Manager

United Kingdom
Permanent

Published on 10 Jan 2022

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