MAJOR INCIDENT SERVICE LEAD

£51,000 to £59,000 plus great benefits (Work Level 5)
Manchester City Centre (Hybrid – working one in every four weekends as part of our on-call rota)
We’re open to applications from people who may require flexible working arrangements. There’ll be an opportunity to discuss your flexible working requirements during the interview process, and at offer stage.
We’re looking for a Major Incident Service Lead to join our Digital Technology & Data team in Manchester. In this role you’ll lead the design, development, and delivery of effective service management capabilities across the wider Co-op.
Our service management teams operate 24/7 and 365 days a year to make sure we’re providing a smooth and consistent service to our colleagues. As a Major Incident Service Lead at Co-op, we’ll look to you to support this activity and explore ways that we can improve the service we provide. This is a hybrid role, and you’ll split your time between home and the office in a way that suits you (find out more about our hybrid working policy at https://jobs.coop.co.uk/hybrid-working-policy).

WHY CO-OP?

If you’ve got the skills and experience we’re looking for, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services). You’ll also get:

• Private healthcare
• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 in line with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• Coaching and training to support your career development
• Wagestream – a money management app that gives you access to a percentage of your pay as you earn it
• Grocery Aid – 24/7 access to a range of emotional, financial, and practical support services for you and your family

WHAT YOU’LL DO

• Be responsible for the design of our IT service management (ITSM) capability and the supporting roadmap for our Digital Technology & Data team
• Be responsible for the delivery of high quality service and process solutions
• Support the investment needs of the ITSM annual investment plan
• Build and implement appropriate service measurement systems to make sure performance is in line with the needs of our colleagues
• Build and maintain positive relationships with colleagues across the team
• Lead a team of service management specialists and support them in their development

THIS ROLE WOULD SUIT PEOPLE WHO HAVE

• Significant major incident management experience within a large and complex organisation
• Experience turning strategic objectives into effective and appropriate actions
• Experience operating with both agile and waterfall methodologies
• Strong service management leadership and problem-solving skills
• Good communication and relationship-building skills, with the ability to influence and challenge people inclusively
• We understand that not everyone will meet every requirement listed in our job description. At Co-op, we’re committed to building an inclusive working environment. So, if you’re interested in this role but your experience doesn’t tick every box, we still encourage you to apply. You might be exactly who we’re looking for – either for this role or another opportunity.