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About The Role Team IT Service Manager Working Pattern - Hybrid 2 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week. We are happy to discuss flexible working! Top 3 skills needed for this role: Excellent verbal communication Proven expertise in Incident Management A great Multitasker What this role is all about: As an IT Incident Manager, you will be dependable for the management, coordination and communication around all service impacting outages. This involves liaising with a variety of technical teams. You will be structuring and leading investigations to ensure accurate and timely information is disseminated both internally and externally. You will also be collaborating with senior members of the management team during significant customer impacting outages. Key Actions Monitor the progression of incidents, proactively intervening when appropriate to ensure that incidents are progressed through to closure in a timely manner Quickly assess the severity of an outage in regards to business impact and technical complexity Personally manage and own the progression of the most severe incidents through to remediation stage Notify, escalate and communicate to our business the existence and status of outages as necessary Help co-ordinate the investigations and drive incidents to resolution / remediation Put customers first through being an advocate of the customer and driving Vitality to the highest levels of quality Perform incident trend analysis to identify potential problems You will work with multiple support teams to ensure SLA compliance for all incidents Perform both reactive and proactive Problem Management, driving permanent resolution to ensure that tickets are reduced and problems across the estate decrease, driving stability and experience Perform governance around both the Incident and Problem Management processes Essential Skills needed to fulfil this role: Able to demonstrate a proven track record in the effective delivery of Incident Management Experience with application or infrastructure services Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences Strong collaboration skills with an interest to develop a strong network Ability and aptitude to pick up new technologies or procedures Good organisational skills and excel at multitasking with the ability to "pick up the pace" during major outages ITIL v3 Foundation qualified So, what's in it for you? Bonus Schemes A bonus that regularly rewards you for your performance A pension of up to 12% We will match your contributions up to 6% of your salary Our award-winning Vitality health insurance With its own set of rewards and benefits Life Assurance Four times annual salary These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities! If you are successful in your application and join us at Vitality, this is our promise to you, w e will: Help you to be the healthiest you've ever been. Create an environment that embraces you as you are and enables you to be your best self. Give you flexibility on how, where and when you work. Help you advance your career by playing you to your strengths. Give you a voice to help our business grow and make Vitality a great place to be. Give you the space to try, fail and learn. Provide a healthy balance of challenge and support. Recognise and reward you with a competitive salary and amazing benefits. Be there for you when you need us. Provide opportunities for you to be a force for good in society. We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy. About The Company Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place. We've been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives they benefit, our business benefits, and society benefits. We're successful because we attract, develop, and retain the best people and because we care. Plus, you get to join our 1.7 million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out. Ready to find out if we're the right fit for you? We can't wait. Diversity & Inclusion We're committed to diversity and inclusion because it's good for our employees, for our business, and for society. To learn more please visit our Careers page. Vitality's approach to sustainability Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LI-Hybrid If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.
About the role Working in the IT Shared Services area of IT Service this role ensures ITIL best practice is adopted and promoted across the organisation. Continually assesses ways of working in order to develop or revise artefacts and processes that improve team efficiency and effectiveness. A role model within the team who provides mentoring and coaching to peers and junior team members. This role is responsible for ensuring the availability of the Society's systems 24x7/365. This role is the sole point of escalation for the team on night and weekend shifts. It will ensure that overnight batch completes successfully and in a timely manner, escalating where necessary to avoid impact to the business and the online day. The Technical Specialist should manage, monitor and delegate work to other members of the shift in line with the capabilities of their shift, ensuring all channels of engagement to the team are monitored and actioned. They should raise risks, concerns where identified, and continually look to improve the way the IT Operations team works. Be the lead on Major Incidents on behalf of the IT Operations team. Give advice and assistance to shift members to help them develop. Reports into the IT Datacentre and Operations manager with feedback regarding performance and improvements for the team. Ensuring that all issues requiring escalation are escalated correctly and in line with known processes. Validate and update documentation on a regular basis to ensure it is up to date and relevant and responsibility to be the delegation point for the IT Datacentre and Operations manager in their absence. Our benefits include: 28 days holiday a year plus bank holidays and a holiday buy/sell scheme Annual discretionary bonus scheme Personal pension with matched contributions Life assurance (6 times annual salary) Find out more about the fantastic benefits of joining Coventry Building Society here . We do reserve the right to close this advertisement early if we receive a high volume of suitable applications. About you You are passionate about ensuring the business delivers a great customer service and experience. Seeking to understand how decisions impact the end user and asking question to gain insight into the customer perspective and experience. You create a culture of continuous improvement. You learn from mistakes and use the experience to change how you and the team respond to similar situations in the future. Intellectually curious; you encourage ideas and challenge. Highly self-aware and emotionally intelligent, you understand your impact on others and take time to understand all colleagues and help them to operate at their best. With great resilience you maintain energy and enthusiasm and embrace situations positively About us As a mutual, we've always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing. We're serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you'll make us stronger. You can build so much more than a career. Come and make a difference in our Society, that's been voted a Great Place to Work' by our teams. Flexibility and why it matters We understand the need for flexibility, so wherever possible, we'll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.