Incident and Change Manager

We are UKFast.

Over the past two decades, we have grown from a start-up to a multi-million-pound?business. We are one of the UK’s leading cloud?and secure?managed hosting providers -?supplying dedicated servers, private and public cloud hosting solutions, and a full range of technical,?cybersecurity, and DevOps consulting?services. We’re moving fast, continuously innovating and having a lot of fun in the process.

We transform our customers’ businesses through robust technology, world-class solution engineering, and multi-award-winning customer service.

We design, build and support thousands of technical solutions every year for a full cross-section of the UK economy, from local businesses and charities to fast-growing eCommerce and financial services businesses, global manufacturers and retailers, local and central Government, the?NHS?and the Ministry of Defence - all seeking new and innovative ways of hosting their IT solutions.

Our business is built entirely around our people and our customers. We invest in our people and work hard to ensure our teams are inspired, motivated and supported. We are customer-obsessive and committed to self-development, hard work and having fun. We believe in everyone bringing their whole self to work as part of our fantastic bunch.

Our in-house training facility is widely accredited. For instance, we are the only managed service provider in the UK to be an accredited AWS training centre.

We care passionately about doing the right thing - for our customers and each other. It’s important to us that UKFast is a diverse, inclusive and socially-conscious employer that contributes positively to our communities and environment. For instance, we have been Carbon neutral for many years.

The Opportunity

UKFast is currently looking for an experienced Incident & Change Manager to help continue drive service standards for our customers. You will be reporting to our Director of Enterprise but your role will be embedded across multiple teams where you will play a major role in ensuring change and incidents are managed successfully.

Our industry leading NPS score is made possible by the support we provide to our clients and the availability of our platforms and services. You would be responsible for delivering effective Incident and Change Management with the goal to help UKFast provide increasingly robust and stable services to our customers and the wider team. You will deliver and continually improve on our ITIL Service Management frameworks using existing internal systems and be a key stakeholder in the implementation and operation of a new ITSM tool within the business.

As Incident & Change Manager you will work with the Director of Enterprise as well as the team of existing Service and Incident Managers who currently own and operate the relevant business processes. You will have overall responsibility to ensure existing processes are followed, risks are identified, and new processes implemented to mitigate these along with tracking KPIs and providing reports back to the Senior Management Team. You will work with customers to gather feedback on how incidents are impacting them and use this to further develop and enhance business processes that have the customer at the very heart of them.

Success in this role will be a genuinely career-defining experience. Your role will be at the heart of the most exciting tech transformation happening in the North West right now. In 5 years’ time you should look back at this role as one of the most exciting, impactful, and personally rewarding periods of your professional life.

 What you will bring

  • At least 5 year’s experience working in an incident management or change management role.

  • 3 years ITIL Service Management experience.

  • The ability to work with a range of technical and commercial stakeholders.

  • Attention to detail and love of processes.

  • Excellent verbal and written communication skills with the ability to engage with customers and the internal teams.

  • An understanding of technical services such as hosting or public cloud.

  • An ability to remain calm under pressure such as during an incident.

  • Experience of project management principles and how they can be used effectively.

  • The ability to coordinate across teams to provide an effective outcome during an incident.

  • The ability to understand the scope of change requests and willingness to challenge these when necessary.

  • A good understanding of identifying risks, how to score these and then mitigate.

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