JOB SUMMARY

The Infected Blood Compensation Authority (IBCA) is a new arm’s-length body which is being set up, at unprecedented pace, to administer compensation to people whose lives have been impacted by the infected blood scandal.

The multidisciplinary teams within IBCA’s Digital Service Directorate are organised around delivering our mission and priorities:

• To create a user-centred, empathetic end-to-end service at the heart of IBCA.
• To provide the means of paying compensation to those eligible.
• To iterate our service through starting small and scaling fast, through a test and learn approach.

A rare opportunity to play a key role within a newly formed IT Service Management team across a public service making a real difference. Joining IBCA early in the service lifecycle allows the Incident Manager to help shape the incident management support processes, effectively establishing the function within the organisation. Utilising industry best practices, and working within a dedicated team of ITSM professionals, the Incident Manager will play a key role in driving the success of the service management strategy.
Opportunities to move to the new Infected Blood Compensation Authority (IBCA). At the moment all IBCA roles are hosted by Cabinet Office within the Civil Service. However, once IBCA becomes operational, it is anticipated that most of these roles will transfer to IBCA, which is a new Arms Length Body (ALB) separate from the Cabinet Office. Roles that transfer to IBCA from Cabinet Office will maintain the same or substantially the same terms and conditions of employment that are overall no less favourable. It is anticipated that employees who move from Cabinet Office to IBCA will be able to continue to participate in the Civil Service Pension arrangements with no break in their pensionable service. Roles commencing after IBCA has become operational will be with IBCA itself on similar terms and conditions. All successful candidates will receive full details of the terms and conditions of employment for their role with their formal job offer.
Please note that the mission of IBCA means that it is likely to be operational for a period of approximately 5 to 7 years. When IBCA’s work begins to wind down, IBCA employees will receive support and practical guidance to find a new role, whether in the Civil Service, another Arms Length Body (ALB), or an external employer.

JOB DESCRIPTION

Are you driven and ready for an exciting opportunity which will make a real impact? This is a challenging and fulfilling role that requires pace, impact, sensitivity, and compassion.
IBCAs Incident Manager will be responsible for shaping and managing the organisation’s incident management strategy.
You will manage services and processes across the full platform, including; public and internal facing digital products, data, and multiple channels. You will deliver processes to ensure service availability, performance and process maturity is managed to meet IBCA’s requirements and user needs.
You will establish policies and standards for incident management aligned with organisational goals. You will also be responsible for the testing and continuous improvement of the incident management processes and procedures, ensuring compliance with regulatory requirements.
You will provide leadership during major incidents, coordinating cross-functional teams and external partners, making high-level decisions to minimise impact and ensure swift recovery.
You will ensure incident resolution within service targets and will analyse metrics and reports on the performance of the incident management process.
A key part of the role is to lead the development of the organisational capabilities for incident management. You will promote organisational collaboration and ensure that incident management processes are understood and adopted across the organisation.
To perform this role, you will work collaboratively across stakeholder groups, actively networking with others to secure buy in and support of the processes and their ongoing management. You will also work with technical experts to establish and report against monitoring processes to ensure early warning detection and prevention of potentially service impacting events.
You will have experience of working within multi-disciplinary teams and of Agile methodologies, as well as an awareness of ‘health checks”’ and the role they play within those methodologies.
To be successful, you will also need to operate effectively in a fast paced, transparent, multi-discipline environment.

QUALIFICATIONS

You will be an ITIL Foundation certificate holder, or hold equivalent expert experience of leading on Incident Management in an agile, multi-disciplinary organisation.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

RESPONSIBILITIES

• Designing and implementing different processes and procedures for different categories of incidents including, but not limited to, major incidents, information or security incidents, complex incidents and low impact incidents;
• Establishing incident response teams or security incident response teams;
• Provide leadership during major incidents, coordinating cross-functional teams and external partners, making high-level decisions to minimise impact and ensure swift recovery;
• Enhancing preparedness through regular testing, training, simulations and development of incident response plans and playbooks;
• Restoring service to users as quickly as possible, prioritising service continuity over permanent solutions;
• Managing unplanned interruptions to a service or reductions in service quality;
• Coordinating root cause analysis reports and the creation of Post Incident Review reports, ensuring that the audience for each is understood and maintained. Responsible for the management and completion of actions and activities resulting from PIRs;
• Routing requests for help to appropriate functions for resolution;
• Monitoring resolution activity;
• Ensuring compliance with regulations and data privacy requirements;
• Using automation and data-driven tools for earlier and faster incident detection and resolution;
• Informing users, customers and key stakeholders of progress towards service restoration;
• Look for opportunities to collaborate and improve processes, communicating with both technical and non-technical people;
• Act as an expert contributor in ITSM service discussions across high risk and complex areas under constrained timelines.