Client Incident Manager

The Client Incident Manager (CIM) is responsible for the adherence and delivery of the Client Incident Management process across the Client’s technology department. The CIM is required to monitor and report on the adherence of contractual Service Level Agreements (SLA’s). 

Reporting to the Head of Managed Services, you will be required to work alongside the C5 Service Desk team to share and retain knowledge on the services that you are required to deliver through this role.  
Application Deadline
October 30, 2020
IT Services
Employment Type
Permanent - Full Time
Reporting To
Head of Managed Services

Key Responsibilities

Client Specific Responsibilities:
 -Identify and engage Business representatives required to support the management of the incident or to mitigate the impact of the incident.  
-Identify and engage the Recovery areas that are required to support the resolution of the incident.
-Identify, assess and understand all the impacts and the urgency of the incident and confirm the incident Priority, regularly reviewing the situation to ensure that the impacts/urgency remain up to date and new/emerging impacts are identified.  
-Assess whether the incident requires escalation to a more senior Control Group and undertake these escalations where required.  
-Obtain confirmation from the impacted businesses that the incident has been fully resolved before it is closed.  (Working with Business Incident Management).
-Maintain an auditable record of the incident within ServiceNow.  
IT Services Specific Responsibilities:
 -Manage and maintain the Client Incident Management process, continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable whilst communicating changes to the relevant teams. 
-Plan and coordinate all activities required to deliver, monitor and report on the Client Incident Management process. 
-Support adherence to external Client Incident Management processes which ITS support teams are required to follow to provide support services.  
-Ensuring ongoing adherence to ISO20000-1 and ISO27001 aligned processes in alignment with the ISO model to ensure we continue to retain annual certification.
-Be the first point of escalation for incidents.  
-Monitor and report on incident workloads across the various assignment groups.  
-Ensure the closure of all resolved and end-user confirmed Incident records. 
-Monitor and report on Service Level Agreements (SLA’s) adherence. 
-Identify, initiate, schedule and conduct incident reviews. 
-Provision incident management services in accordance with the contractual SLA regime. 
-Assist/advise in the resolution of problems and unplanned events which disrupt normal operations.  
-Support the Service Delivery managers with reporting and feedback on Incident Management.  
-Undertake any other ad-hoc duties as and when required.

Skills, Knowledge & Experience

Personal Attributes: 
-Excellent organisational and administrative skills. 
-Attention to detail.
-Strong management skills and ability to manage conflict.
-Excellent verbal and written communication skills are essential, as well as strong customer service skills.  
-Excellent organisational and planning skills. 
-Able to work to deadlines and manage own workload.

-Experience in a customer service/facing role.
-2 years’+ experience in a similar technical role, for example a service delivery function.
-ITIL Foundation experience.
-Project Management experience.
-Working in the various supporting levels of IT support (eg Service Desk, Engineering or equivalent).
-Educated to A-level / Diploma level or equivalent (ideally in an IT related subject).

Non-Technical Skills:
-At least 2 years’ experience in a team leader or management role in a Service Desk or Operations environment.
-At least 2 years’ experience in a customer service facing role.
-Strong customer service approach and professional and ethical attitude.  
-Knowledge of organisational structure, workflow and policies. 
-Proactive and problem-solving approach to working. 
-Ability to organise, prioritise, and schedule work assignments.  
-ISO27001 compliance training. 
-Strong customer service approach coupled with a professional and ethical attitude to conducting business.
-Good time and problem management skills. 
-Possesses commercial awareness in dealing with contractual issues.
-Has a structured and methodical approach to work and problem solving.
-Good understanding of transition requirements, ideally with experience of taking on or exiting clients into a managed service environment.
-Broad knowledge of IT infrastructure technologies. 
-The ability to analyse trends and be proactive to ensure service levels   achieved remain high.
-Self-motivated and driven, while being a team player. 
-Proactive and problem-solving approach to working. 
-Ability to work under pressure and to remain calm.  
-Professionally assertive.

-ITIL Version 3 or 4 Qualified, ideally to Practitioner level.

Job Benefits

Employees at C5 enjoy an attractive benefits package as part of our continuous employee value commitment. 
  • Competitive salary
  • Competitive annual leave
  • Pension Scheme
  • Private Health Insurance
  • Corporate gym rates
  • Corporate dental scheme rates
  • Proactive learning environment
  • Company-wide social and team events
  • Access to the latest technologies
  • Access to technology leaders / technical specialists
  • An environment to be yourself

About C5 Alliance

Be part of #LifeatC5...

As a friendly, ambitious and progressive company, we are focused on the delivery of technology for positive impact. As we continue to expand our business, we are looking for talented and enthusiastic individuals to join our growing team.

By joining our company, you will become part of a collaborative pool of digital specialists with the opportunity to build a rewarding career in technology and make a valuable contribution to the industry. 

We're a people-powered business and committed to being the employer of choice where all of our teams have the opportunity to succeed, be proud and enjoy a long and rewarding career. We achieve this by being an agile and entrepreneurially led firm, posessing a values-based culture with innovation & technology at our core. We offer a compelling and evolving EVP including personal career development in an environment with a multi-disciplinary approach. Now part of the BDO network we are part of a global brand and have access to our international colleagues. As a unified business we have a genuine belief in shared success.

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Application Deadline
October 30, 2020
IT Services
Employment Type
Permanent - Full Time
Reporting To
Head of Managed Services
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