Incident & Problem Management Lead

Incident & Problem Management Lead

Location Cracow

Why this job is for you:

We are looking for an experienced Incident & Problem Management Lead to join our growing global I&T Shared Service Team. The IT organisation is responsible for aligning IT with the business on the delivery of strategic priorities. You will do this by building strategic capabilities enabling transformational efforts and embedding quality in all systems and processes.

The Incident & Problem Management Lead is an integral part of the IT Service Management Organisation reporting directly into the Head of Incident & Problem Management. The role will oversee the BAU operations across I&T in DS Smith engaging with internal and external supplier stakeholders ensuring operational excellence is achieved is working effectively and supporting DS Smiths strategic priorities.

As the Incident and Problem Management Lead you will act as the groups Incident & Problem Management SME setting the process standards and governance across I&T. You will deliver training across the business ensuring processes are adopted and adhered too in conjunction with their accountabilities and SLAs.

You will conduct regular incident and problem ticket reviews using your experience to capture trends improve quality and drive continual service process improvements. Using your knowledge you will deliver and improve Service Management and ITIL best practice taking ownership of incident quality control working closely with SIAM service desk and internal and external vendors. As well as process improvement you will utilise your experience in tooling communication & workflow working closely with the SIAM team to drive improvements in tooling our communications (P1s and corrective actions) and improve our workflow from incident to problem.

You will:

• Define and maintain processes standards and governance across the I&T organization
• Ensure effective day-to-day operations across internal teams and external suppliers
• Align operations with strategic priorities
• Deliver training and awareness sessions across the business
• Ensure adherence to processes SLAs and accountability frameworks
• Regularly review incident and problem tickets
• Lead continual service improvements by identifying trends and areas for improvement
• Use insights from reviews to drive service quality enhancements
• Promote proactive problem management and root cause analysis
• Ensure Incident Quality Control by maintaining high standards in incident handling and resolution
• Collaborate with SIAM service desk and vendors to ensure consistency
• Work with the SIAM team to improve ITSM tools and workflows
• Optimize communication processes especially for P1 incidents and corrective actions
• Promote ITIL Best Practices
• Embed ITIL principles into daily operations and long-term planning
• Champion service management maturity across the organization
  
  

You have:

• Previous experience of working in an Incident & Problem Management position
• Strong understanding of incident and problem management principles processes and best practices and experience of driving up KPI achievement
• Proven experience in IT Service Management preferably within a complex multi-national organisation
• Experience of outsourcing and managing offshore/matrix teams is desirable
• Excellent analytical skills with the ability to identify trends patterns with focus on continual service improvement ensuring continued alignment within a changing business
• Excellent stakeholder management skills and comfort around senior management
• Strong experience with process documentation
• Knowledge and use of Service Management software preferably ServiceNow
• Fluency in English

The information necessary in the recruitment process is: name surname contact details education previous employment record and qualifications.

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