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Jeopardy Manager

100% IT Recruitment Ltd
Job LocationLondon
EducationNot Mentioned
Salary40,000 - 45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Jeopardy ManagerBasingstokeTo £45,000 + Bonus + Full BenefitsThis is a fantastic opportunity for you, a Jeopardy Manager, to join a leading IT Services and Solutions working from their Basingstoke office, but also client sites and other facilities.As a Jeopardy Manager you will be accountable for escalations and jeopardy management across the IT Services customer base. The role will equally involve looking at the root cause of escalations/jeopardy scenarios and analysing and assisting in deliveringcontinuous service improvement. This requires you to have good communication, problem-solving skills, and crucially - the ability to proactively work to a resolution and deliver a high-quality outcome through independent and collaborative working.Access to a pool car or hire vehicle will be provided for the purposes of travelling to these locations. A full UK driving licence is therefore essential.As the Jeopardy Manager, you will carry a range of customer-focussed responsibilities, including:

  • Provide Operational and Provisioning support to internal stakeholders, ensuring the timely resolution of incidents, outages, or issues. This includes geographically diverse internal teams delivering service excellence to multiple key customers. At times,the role may also require liaison with external third parties, to ensure accurate and pro-active resolution and escalation of issues.
  • Define the processes and interactions around Escalations and Jeopardy Management.
  • Interrogate reports daily to identify issues as quickly as possible after they occur and live data to ensure incidents and requests are resolved to SLA and customer expectation.
  • Track and provide updates on issues raised until resolved. This requires effective prioritisation of work and recognise the priority of work against that of others.
  • Carry out root cause analysis to reduce the likelihood of issues re-occurring.
  • Demonstrate a "can do", enthusiastic approach and be keen to adapt to change in a fast-moving environment.
  • Drive a culture of continuous improvement and customer satisfaction across teams supporting a diverse range of technology.
EssentialYou have demonstrable experience in the following:
  • Able to manage time and work under pressure to tight deadlines
  • Experience working within an industry recognised IT Service Management (ITSM) toolset
  • Keen problem solver, with an instinct to find the root cause of issues and address them
  • Experience of working in an ITIL v3/4 framework environment
DesirableYou can demonstrate an awareness of / or have:
  • A natural ability to lead & influence others
  • Remain calm under pressure, when dealing with high level escalations or during incidents
  • Diplomatic when faced with issues
  • Self-motivator and able to motivate others
  • Major Incident Management
If you are an experienced Jeopardy Manager or Incident Manager or SLA Manager and looking for an exciting new opportunity, please send your CV to me today.

Keyskills :
incident managerJeopardy Manager

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