Tier 2 Incident Manager

Job Description

We are seeking a highly skilled and experienced ITIL Incident Manager to join our team. The ideal candidate will be responsible for managing 1st and 2nd line support staff and ensuring timely resolution of incidents within SLA. The successful candidate will possess strong leadership qualities, be tech-savvy, and have a logical mindset. Additionally, they should be able to provide mentorship to staff to foster growth and development. This is an exciting time to be joining West Midlands Police IT&D Service Management function - come and be part of the journey.

The Incident Manager is responsible for managing the effective operation of staff, processes and governance structures within the IT&D Tier 1 & 2 Service Desk.

This post has a specific management focus on the following processes:

Incident Management (The primary objective of Incident Management is to return the IT service to users as quickly as possible)
Request Fulfilment (To fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.)
Knowledge Management (The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.)
Problem Management (The primary objectives of Problem Management are to prevent Incidents from happening, and to minimise the impact of incidents that cannot be prevented)
Supplier and Contract management
The post holder will be responsible managing a team for monitoring and intervening on performance of these processes, identifying and addressing issues/under-performance.
The post holder will be responsible for managing any third party contracts and suppliers that fall within their areas, including:
Negotiating contracts
Monitoring performance against contracts.
Maximising financial and operational performance.
Minimising or mitigating contract risks.
Developing relationships with third parties
The post holder will be responsible for the maintenance and development of strategy, policy, systems and procedures, performance management, together with the efficient and effective use of resources.
The post holder is responsible to the Head of Service Management but will be expected to work without direct supervision and will be required to make decisions using their own initiative and experience.

Essential:

ITIL qualification in Service Operations
2 years+ experience in Incident or Problem Management.

Probationary Policy:

Under the Probation Policy, if you are currently in your probation period, “during your probationary period you will not be permitted to apply for alternative police staff roles within the Force unless there are exceptional circumstances. In such cases, you would require the support of your line manager prior to applying for alternative roles, and if successful, your probationary period will start over.”- Policies - Probation Period (Police Staff) (wmpad.local)

Benefit Statement:

By choosing to join West Midlands Police you will receive an enhanced benefits package including:

Fair remuneration with progression opportunities and access to a very competitive pension scheme.
Enhanced annual leave in addition to public holiday entitlements.
Discounts across travel, parking, daily costs of living and leisure activities.
A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.

Vetting: Successful applicants will be required to pass Management Vetting and Security Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical: Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test

Hours:  Mon-Fri 08:00 - 16:00 (fixed)

Location:  Based at Lloyd House, Birmingham. This role will work throughout the West Midlands.

Interviews: TBD

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

"Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"