Key Responsibilities

• Own and govern the Incident Management process
• Own and govern the Problem Management process, including Known Error Management
• Jointly manage and continually improve the Service Request Management process alongside the Change & Release Lead
• Support the Service Delivery Manager during Major Incidents by coordinating technical teams, suppliers, actions, communications, and recovery activities
• Facilitate post-incident reviews and track corrective actions through to completion
• Analyse incident and service request trends to identify service improvement opportunities
• Produce operational reports, KPI reporting, trend analysis, and governance information
• Drive continual service improvement initiatives and service quality improvements
• Coordinate suppliers and internal teams to ensure SLA and KPI performance targets are achieved
• Support Operational Readiness Testing (ORT), service transition, and go-live readiness activities
• Contribute to Knowledge Management by ensuring lessons learned, knowledge articles, and operational documentation are maintained
• Support Change Advisory Board activities and assess operational impacts of planned changes
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