IT Incident & Problem Manager

This role owns and drives the use of ITIL best practice across the organisation ensuring all CBS Systems and Applications maintain a strong Service foundation.

Required to be:

• An SME in aligned ITIL Process area, championing Service Management excellence and thinking.
• Drive the appropriate use and adoption of ITIL Process within the Product Model adapting and adopting to ensure alignment to Service and Business goals are met.
• Planning activities ensuring Service Management deliverable's are highlighted, understood and factored into subsequent scheduling / resourcing plans.

• Working flexibility 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 is a leadership role as defined by the Coventry’s leadership capability framework.  In the teams that you work in and/or manage you will create an inclusive environment where people feel safe to speak up, voice concerns and suggest ideas.  You will seek input from others in order to test assumptions, challenge thinking and bring in new perspectives.  

An authentic ‘servant-leader’ who takes responsibility for ensuring the team’s success ahead of your own needs. You take a coaching approach and empower others to make decisions that lead to great outcomes.

• 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.
• Create a culture of continuous improvement.
• 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.
• Mindful resilience whilst maintaining energy and enthusiasm, and embrace situations positively.