Technology Incident & Problem Manager

This is an exciting time to join St John with our new 10 year strategy underway and our ongoing digital transformation. We are now seeking an Incident and Problem Manager to join our team where you will play a key role in delivering high quality services to all stakeholders for technology services at St John. The role takes ownership of all high priority technology incidents along with the root cause analysis of reactive & proactive problem records and guides them to effective and permanent resolutions.Do you want to make a difference and be part of a vibrant and inclusive organisation that has been helping save lives for more than a century? As one of the country’s best-loved charities, St John Ambulance played a pivotal role in responding to the pandemic as well as ‘everyday’ health emergencies, training, supporting communities, and improving young people’s lives.This is an exciting time to join St John with our new 10 year strategy underway and our ongoing digital transformation. We are now seeking an Incident and Problem Manager to join our team where you will play a key role in delivering high quality services to all stakeholders for technology services at St John. The role takes ownership of all high priority technology incidents along with the root cause analysis of reactive & proactive problem records and guides them to effective and permanent resolutions.We pride ourselves in being a great place to work, providing a supportive culture with opportunities to grow and develop your career, achieve a healthy work life balance and to be recognised for the great work you do. The role benefits from a competitive salary, generous pension, hybrid, flexible working, 33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years, options to buy and sell holiday, free first/mental aid first aider courses, Blue Light and NHS online shopping discounts, cycle to work scheme, life assurance, flu jab, eye care, mental health and wellbeing tools and volunteering days.Please see the job description for more detail (this can be viewed on our website or once you click apply)About You:You’re passionate and driven about delivering high quality technology services.You’re a clear and confident communicator and are used to leading diverse teams of people through the resolution of complex technical incidents.You keep the customer’s impact of technical incidents front and center.You’re well versed in ITIL practices – and have qualifications in this space.You don’t stop at incident resolution – and are experienced in a variety of root cause analysis techniques.You’re used to working with data - spotting trends and taking proactive action to address the cause of them.About The Role:Own, manage and continually improve the Incident & Problem management policies, processes and procedures.Manage and drive progression of high priority and escalated incidents - with focus on proactive stakeholder communication, technical progression and SLA adherenceFacilitate root cause analysis of problem records using a variety of techniquesUse data, reporting and trending to identify areas of repeating incidents to raise proactive problem recordsAbout Us:This is a fantastic opportunity to join a team of over 1,700 employees and over 30,000 volunteers, united by our goal of saving lives through essential first aid services, training and campaigning. As a charity with rich heritage and a long history of serving humanity, we are proud of our past and excited about creating a healthier, safer, more resilient future.St John Ambulance works at the heart of communities, supporting and enabling them to access and receive physical and mental health first aid. We do this through developing and providing effective community response and outreach services (e.g. Ambulance response, Falls response, Night Time Economy and Homelessness outreach) and using our longstanding expertise to empower people with vital clinical skills and the confidence to use them (e.g. our Volunteers and Community Advocates, NHS Cadets and Young Responders programmes).Find out more about us, including our new Ask Me campaign, atwww.sja.org.uk If you are a current St John Ambulance employee, please apply here: Click here For all other candidates, or St John Ambulance volunteers wishing to apply: please apply belowSt John Ambulance are committed to increasing the diversity of our team and making sure we best reflect the diversity of the communities we serve.At St John, everyone is valued and supported to thrive, we have several networks including Multi Culture, Disability and Accessibility, Pride, Family and Carers and Women’s groups. We do nottolerate any form ofdiscriminationandengendera sense of belonging for all, by creating an environment of mutual respect, where we value unique differences and demonstrate authentic allyship.We believe passionately in equality, diversity and inclusion.Please note: St John does not accept speculative CVs and will only review CVs sent in application for an advertised vacancy.Recruitment Agencies:We are not utilising the services of recruitment agencies for this vacancy and will accept direct applications only.
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