Lead Incident Manager

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What we're looking for:

This is a great time to join Service Operations at Direct Line Group as Lead Incident Manager. We are looking for an experienced, robust and hardworking self-starter with gravitas to take ownership of Major Incident Management! You will lead our team to new heights by contributing to the success of our department and business overall.

Who you'll be working with:

Nobody wants things to go wrong but when they do, we are there to take control and collaborate across our supply chain to resolve issues as quickly as possible! Leading four Major Incident Managers and three Incident Analysts through an exciting period of transformation for DLG; we work to further improve our technology systems for our colleagues and customers.

What you'll be doing:

Lead, support and build the team as individuals and a group to successfully continue our maturity journey.

Exhibiting an always on mindset focused on the stability of our services - Direct and coordinate the Major Incident process ensuring it is executed effectively and consistently so that services are restored swiftly.

Working as part of the on-call rota providing coverage to Major Incident Management out of hours.

Building positive, open and constructive relationships with key stakeholders across Technology Services, our business and supply chain.

Delivering to exceptional standards in a fast paced environment and negotiating through difficult situations to reach successful conclusions.

Utilising your experience of working within a multi-vendor, outsourced environment with complex infrastructure to steer swift resolution of incidents.

Contributing to the design and development of Incident Management processes, tools, templates, documents and reports.

Providing education, mentorship and support, to ensure adoption of, and adherence to Incident management processes across the organisation.

As a member of the wider Service Management extended leadership team proactively support operational priorities and assist other teams across the department where required while also delegating for the Service Operations Manager.

What we'll give you:

Come join us and you'll find yourself in the middle of one of the most on-the-go teams in the business, with autonomy and exposure to industry leaders on huge household brand names. We're always encouraging internal development and you'll have access to loads of learning opportunities, events and conferences to build your industry knowledge.