Incident & Reporting Manager

Are you experienced in managing incidents, workload and reporting within a busy IT service environment? Do you enjoy keeping things moving, spotting patterns and making sure issues are progressed and resolved on time?

We are looking for an Incident and Reporting Manager to join our Aerospace, Defence and Security business at Sopra Steria. This role focuses on managing incidents, ticket queues, workload and service performance rather than managing people. You will work closely with technical teams, delivery managers and customers to ensure services are delivered to agreed cost, risk, quality and service targets.

You will own and deliver small scale services, or take responsibility for a component part of a larger service under the direction of a senior delivery manager. You will proactively manage service delivery in terms of its contribution to Sopra Steria business performance, productivity, sustainability and growth. This role can be based locally to Stevenage, Portsmouth or Newport, with hybrid working that varies depending on service and customer needs.

What you'll be doing:

• Acting as the primary management point of contact for customers to report incidents, problems, make enquiries or request support in relation to services provided.
• Managing incident queues, ticket volumes and workflow to ensure incidents are prioritised, assigned and progressed in line with agreed service levels.
• Proactively monitoring and measuring service delivery performance against contract and SLA targets, producing clear and accurate reporting.
• Identifying trends and patterns in incidents and service data to support service improvement and reduce repeat issues.
• Chasing actions and deadlines across delivery teams to ensure timely resolution and maintain service momentum.
• Supporting delivery across systems, applications, technical infrastructure, business processes and IT services using multiple delivery channels

What you'll bring:

• Demonstrable experience working as an Incident Manager, Service Lead or Senior Service Analyst within a medium to large service management environment.
• Experience of working within an IT environment and to defined service level agreements.
• ITIL v3, v4 or v5 Foundation certification.
• Experience managing incidents, ticket queues, ticket volumes and workload rather than managing people.
• Sound knowledge of service management tools, techniques and methods.
• A strong sense of accountability and ownership for delivering a high-quality service.

It would be great if you had:

• Stakeholder management and communication experience.
• An assertive and pragmatic approach to managing incidents and service challenges.
• Relevant sector experience.
• Advanced knowledge of Microsoft Office packages.
• Knowledge of BMC Remedy.
• An understanding of service delivery models.

If you're interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!

Referral Fee: £1500 Security Clearance Level: SC. Internal Recruiter: Rebecca.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Loved reading about this job and want to know more about us?

Sopra Steria's Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client's goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK's most complex safety- and security-critical markets.

• Demonstrable experience working as an Incident Manager, Service Lead or Senior Service Analyst within a medium to large service management environment.
• Experience of working within an IT environment and to defined service level agreements.
• ITIL v3, v4 or v5 Foundation certification.
• Experience managing incidents, ticket queues, ticket volumes and workload rather than managing people.
• Sound knowledge of service management tools, techniques and methods.
• A strong sense of accountability and ownership for delivering a high-quality service.

It would be great if you had:

• Stakeholder management and communication experience.
• An assertive and pragmatic approach to managing incidents and service challenges.
• Relevant sector experience.
• Advanced knowledge of Microsoft Office packages.
• Knowledge of BMC Remedy.
• An understanding of service delivery models.

Sopra Steria's Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client's goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK's most complex safety- and security-critical markets.