Major Incident Manager

  • Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • Kingfisher Plc
  • 20 Apr 19

Major Incident Manager


Kingfisher IT Services (KITS) provides IT solutions and services to the Kingfisher group of operating companies. Within KITS, the IT Service Management team is accountable for the delivery and support of all IT services provided by KITS.

This role sits within the IT Service Management team and is primarily responsible for the execution of the Major Incident and Problem Management processes. The scope of this role also includes participation in the Incident Management and Request Fulfilment processes.


The Major Incident role could be described as one of the most critical roles for our business, operating and championing the Major Incident Management process, and accountable for major Incidents from initiation through to resolution, this role supports keeping our customers able to purchase our goods, our employees effecting doing their jobs and our keeps business running effectively across the globe.

Co-ordinating, chairing and documenting Major Incident reviews and rectification meetings as well as participating in group wide on-call rota's, is a key part of the role. You will operate and champion the Incident and Problem management processes and identify and own the successful completion of Service Improvement Programs, analyse incident and problem trends while identifying existing environmental risks and potential impacts to service. You will also produce the service metrics and reports for the team


What about you?

We'd like you to have experience in ITIL Service Lifecycle Management as well as experience of working in a multi-vendor IT sourcing environment. You'll have knowledge and understanding of IT technology areas (within projects and operations) as well as experience in managing relationships and communications with internal business stakeholders.

You'll have experience in the interpretation of statistical and trend data in relation to service management. Dealing with business users and stakeholders will be a skill of yours, able to engage these groups as you follow escalations either during or after significant incidents. You'll be used to dealing with Service Delivery Managers, IT Service management functions and support providers as well as Senior Management.

You'll have knowledge of ITIL service Lifecycle management in general as well as Service Operations, general IT technical knowledge, especially in Infrastructure related technologies. You'll have strong analytical and problem-solving skills and a proven ability to interpret and communicate technical information into business language and visa versa.

Working for us

Becoming part of Kingfisher is a fantastic opportunity, we want to be able to provide our employee's with roles that engage them, alongside a competitive benefits package that allows our employees to feel a valued part of our team.