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11 days ago
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Head of Major Incident Management


O2
Salary: Competitive salary
Location: Slough
Job type: Permanent
Category: Marketing Director Jobs
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We are O2, the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. We put our 25 million UK customers at the heart of everything we do, so we can use our technology to connect them to the experiences they live for.

And just like our customers, we open up exciting possibilities for our employees too. Great benefits. Generous rewards. High-quality training. Ongoing career development. These are just some of the reasons to join us.

We’re always on the lookout for great talent, and we’re all about inclusivity. We want to be a true reflection of our customers and their communities, to help us make the best decisions. That’s why everybody’s welcome at O2 – it’s time to get everyone in the room.

Location: Slough

About the Team:

The team is responsible for the Service KPIs to 25M customers plus our partners in Business, MVNO and Enterprise, with specific focuses on SLA Success Rate and Mean Time To Resolve for Critical and High priority Incidents, and the associated board-level measure of Unplanned Customer Lost Hours.

Your Role:

As the Head of Major Incident Management you’ll be responsible for leading the Major Incident Management function, supporting our Consumer and Enterprise businesses. You’ll be accountable for minimising the service and customer impact of Major Incidents by improving their end-to end management, and ultimately reducing resolution time.

There will be a Strategic focus that effects long-term change and improvement across tools, people, knowledge, and ways of working, whilst taking Operational leadership for Critical priority Incidents that are particular impactful, complex or long-running. You’ll also be part of the Duty Manager rota providing 24x7 cover on a scheduled basis.

You’ll champion adherence to the Incident and Problem Management processes, acting as a subject matter expert during live Incidents as required, and through direct stakeholder engagement.

Responsibilities:

* Drive long-term improvement to the Major Incident Management team’s capabilities, seeking out and implementing industry best practice to build and maintain a world class function

* Deliver efficient, collaborative ways of working, exploiting technology and automation where appropriate

* Build strong, productive relationships with support & delivery teams, enabling sustainable knowledge transfer and collaborative working

* Build strong, proactive engagement with project teams to ensure that Major Incident Management insight is considered and requirements are met for new deliveries

* Lead on recruitment, development and performance management across the Major Incident Management team

* Uses data sources and modelling techniques to divine trends and insight to Major Incidents that inform and influence business behaviours

Skills & experience:

* You’ll have experience of working in a major incident environment, providing management capability to lead, drive and co-ordinate multiple parties to an agreed plan and resolution

* You’ll possess proven ability to communicate complex and technical information in a clear and meaningful way, both internally to the organisation and externally to customers and suppliers

* You’ll be able to successfully deal with complex problems, managing and resolving potentially conflicting business impacts

* Your stakeholder management and influencing skills will be superior

* You’ll have experience of the delivering long-term development of people, tools, and processes

* Your experience of identifying, sourcing and implementing innovative technology solutions for everyday challenges will be evident

* You’ll have the ability to show strong commercial acumen when working with suppliers and 3rd parties

* Excellent critical thinking and decision making skills

* Financial acumen and experience of budgetary control

We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care, holiday entitlement and lots of flexible benefits. We also believe a great work-life balance is important, so we’re open to considering part time and flexible approaches to working. Like to know more? Feel free to raise it.

Joining O2 will give you the freedom to think bigger, be bolder and try new things. Take a deep breath, your career is about to go to exciting new places.

We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care, holiday entitlement and lots of flexible benefits. We also believe a great work-life balance is important, so we’re open to considering part time and flexible approaches to working. Like to know more? Feel free to raise it.

Joining O2 will give you the freedom to think bigger, be bolder and try new things. Take a deep breath, your career is about to go to exciting new places.
We are O2, the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. We put our 25 million UK customers at the heart of everything we do, so we can use our technology to connect them to the experiences they live for.

And just like our customers, we open up exciting possibilities for our employees too. Great benefits. Generous rewards. High-quality training. Ongoing career development. These are just some of the reasons to join us.

We’re always on the lookout for great talent, and we’re all about inclusivity. We want to be a true reflection of our customers and their communities, to help us make the best decisions. That’s why everybody’s welcome at O2 – it’s time to get everyone in the room.

Location: Slough

About the Team:

The team is responsible for the Service KPIs to 25M customers plus our partners in Business, MVNO and Enterprise, with specific focuses on SLA Success Rate and Mean Time To Resolve for Critical and High priority Incidents, and the associated board-level measure of Unplanned Customer Lost Hours.

Your Role:

As the Head of Major Incident Management you’ll be responsible for leading the Major Incident Management function, supporting our Consumer and Enterprise businesses. You’ll be accountable for minimising the service and customer impact of Major Incidents by improving their end-to end management, and ultimately reducing resolution time.

There will be a Strategic focus that effects long-term change and improvement across tools, people, knowledge, and ways of working, whilst taking Operational leadership for Critical priority Incidents that are particular impactful, complex or long-running. You’ll also be part of the Duty Manager rota providing 24x7 cover on a scheduled basis.

You’ll champion adherence to the Incident and Problem Management processes, acting as a subject matter expert during live Incidents as required, and through direct stakeholder engagement.

Responsibilities:

* Drive long-term improvement to the Major Incident Management team’s capabilities, seeking out and implementing industry best practice to build and maintain a world class function

* Deliver efficient, collaborative ways of working, exploiting technology and automation where appropriate

* Build strong, productive relationships with support & delivery teams, enabling sustainable knowledge transfer and collaborative working

* Build strong, proactive engagement with project teams to ensure that Major Incident Management insight is considered and requirements are met for new deliveries

* Lead on recruitment, development and performance management across the Major Incident Management team

* Uses data sources and modelling techniques to divine trends and insight to Major Incidents that inform and influence business behaviours

Skills & experience:

* You’ll have experience of working in a major incident environment, providing management capability to lead, drive and co-ordinate multiple parties to an agreed plan and resolution

* You’ll possess proven ability to communicate complex and technical information in a clear and meaningful way, both internally to the organisation and externally to customers and suppliers

* You’ll be able to successfully deal with complex problems, managing and resolving potentially conflicting business impacts

* Your stakeholder management and influencing skills will be superior

* You’ll have experience of the delivering long-term development of people, tools, and processes

* Your experience of identifying, sourcing and implementing innovative technology solutions for everyday challenges will be evident

* You’ll have the ability to show strong commercial acumen when working with suppliers and 3rd parties

* Excellent critical thinking and decision making skills

* Financial acumen and experience of budgetary control

We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care, holiday entitlement and lots of flexible benefits. We also believe a great work-life balance is important, so we’re open to considering part time and flexible approaches to working. Like to know more? Feel free to raise it.

Joining O2 will give you the freedom to think bigger, be bolder and try new things. Take a deep breath, your career is about to go to exciting new places.

We’re looking to pay a competitive salary (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care, holiday entitlement and lots of flexible benefits. We also believe a great work-life balance is important, so we’re open to considering part time and flexible approaches to working. Like to know more? Feel free to raise it.

Joining O2 will give you the freedom to think bigger, be bolder and try new things. Take a deep breath, your career is about to go to exciting new places.
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