Technology Manager - Major Incident & Problem

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About The Role
At Morrisons, we manage a complex landscape of technology infrastructure and systems. It's imperative that we maintain a high level of availability to ensure that we meet the needs of our customers. In this role, you will be responsible for 2 key disciplines: Major Incident Management and Problem Management. It's inevitable that things will go wrong, and when they do, you will lead a function of dedicated 24/7 Major Incident Managers to ensure service is restored as quickly as possible while keeping all stakeholders informed. For Problem Management, you will act as a process expert, bringing all teams together to prevent incidents where possible and to ensure permanent fixes are in place.
Role Measurements
Reducing Mean time to resolve
Meeting Major Incident Service Levels
Service Availability
Quality and consistency of communications
Visibility of Risks/ Known Error records
Reduction of repeat Incident volumes
Proactive problem detection
Production of weekly & monthly MI/Reporting
Key Relationships
Chief Information Officer
Technology Leadership
Technology Support teams and Partners
Technology Architecture and Delivery teams
Business Leadership and Operational stakeholders
Process & Functional ownership of Major Incident Management, including:
End-to-end process ownership
Drive Service Improvement activities to reduce Mean time to resolve and improve the quality of the Major Incident management process
Responsible for the Post Major Incident Review process
Ensuring that all Major incidents are dealt with correctly and meet the required service levels
Managing and working with our third-party-provided Major Incident function.
Manage the Duty Manager/Duty Director rota
Drive Major Incident reporting and data
Ensuring that department and company-wide incident communications are effective, correct and distributed to the correct stakeholders
Process & Functional ownership of Problem Management, including:
Lead and improve the Problem management process and policies to ensure continual improvement to the service is executed.
Management of a team of problem managers to drive the best results for the business by reducing service outages, defining development plans to increase capabilities within the team
Oversee the investigation of Problems, via a root cause analysis or through proactive trend analysis and monitoring of incidents, engaging all third parties and internal resolver teams
Reduction of Incidents in the Service Desk through successful implementation of activities identified through the Problem Management process
Lead in audit activities representing the Problem Management process and adherence to the process
Develops relationships with key strategic suppliers and holds regular supplier reviews to drive performance
Represents Service Operations at the Architecture Review Board to ensure that problems and known errors are minimal in new products and not repeated in new versions of existing products
About You
Significant experience in driving Incident Management in a complex environment
Experience of performing in a high-pressure and fast-moving organisation
Have the ability to build working relationships with business customers
Significant experience engaging with senior stakeholders in IT and Business units
Ability to manage and drive the performance of suppliers
Is well organised and can manage workload effectively
Ability to coordinate colleagues from different teams
Experience in managing budgets and driving value through any spend
Able to make decisions and drive decision-making in others
About The Team
About Us Description:
Our naturally digital thinking is driving a change programme that will make Morrisons a digitally focused retailer. We're making improvements across our diverse business and we're revolutionising our online journeys and making our processes faster, simpler and smarter to provide the freshest of products and an even better experience to millions of customers and over 111,000 colleagues.
About The Company
Our modern Head Office on the edge of Bradford is home to our different support teams from tech, marketing and finance to HR, trading and supply chain.
Alive with activity, this is where decisions are made and our corporate teams make sure everything runs smoothly. Here, you'll find comfy breakout areas, a coffee shop, newsagents and subsidised restaurant all within commuting distance of Leeds, Manchester and the Yorkshire Dales - always with free parking.
We host regular seasonal events and you'll often find our suppliers on site sharing details of their latest product. We're also committed to fundraising for our current charity partner.
Our business is fast paced and ever changing, as such we've lots of opportunities for you to play your part in our success. We'd love to meet you...
Some of the benefits you can expect as follows;
15% colleague discount in our stores and online, plus an additional 10% card for a friend or family member
Annual bonus scheme
Generous holiday entitlement
Four and a half day working week with flexible working hours
Company pension contributions
Private healthcare
Perks with over 850 retailers
Free parking onsite
Keep up to date with our latest campaigns, project updates and opportunities to get to know us better by clicking here
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