Exception/Incident Manager

A leading Independent IT Infrastructure and Services Consultancy are looking for an Exception/Incident Manager for a 6 month contract initially, Outside IR35, based in Hatfield/remote.

Due to continued expansion of Evergreen services (Windows 10 update service), a new opportunity has arisen for an Exception Manager to join our thriving business.
The successful candidate will be the first point of contact for managing Reactive and Proactive Windows 10 and Office Pro Plus deployment and installation exceptions.
Working closely with the central team's Delivery Managers and Evergreen SME's, the Exception Manager will be expected to drive user logged incidents through to resolution and will investigate failed deployments reported via tooling.
This will be achieved by working through a documented process of triage and investigation, liaising closely with our SME's, Delivery Managers, external teams and stakeholders.
Ownership and accountability will be key when investigating root cause analysis and instigating remediation.
Reporting into the Senior Operations Manager, the Exception Manager will be part of a wider team dedicated to Evergreen Services working closely with our Delivery Managers and Technical SME's.
This will be a busy and exciting role for the right candidate, and an opportunity to help strengthen the team structure to ensure that our contracted services are delivered on time and in line with our customers' expectations.

Roles & Responsibilities
Delivery of the Exception Management Process (90%):
1st point of contact for Reactive and Proactive Deployment Exceptions.
Incidents are owned and managed through to resolution.
Undertake root cause analysis with technical teams where required.
Collaborate with SME's (where required) to ensure remediation and resolution.
Facilitate meetings/Teams sessions, planning of action to remediate exceptions.
Ensure all Operating System roll-backs are communicated, and actions approved.
Manage deployment exceptions and ensure non-conforming devices are reported accordingly.
Ensure all communications with Delivery Managers are proactive and informative.
Understand the technical exceptions lifecycle to manage issues and problems through to resolution.
Production of Management Information where required (KPI's / SLA's).
Customer facing activities - (10%)
Internal and external stakeholder management.
Customer facing presentations and reporting.

Key Requirements
3+ years of Incident Management exposure (mandatory), Exposure of working on End User incidents and problems. (Senior Service Desk or 1st line technical support).
ITSM\Service Now exposure (mandatory)
Windows 10 operating system awareness beneficial
Office Pro Plus awareness.
Incident\Problem\Change experience.
Ability to work under pressure and adapt quickly.
Self-motivated, able to work off own initiative or as part of a team when required.
Excellent interpersonal skills and the ability to communicate at all levels.
Demonstrated ability to coordinate cross-functional work teams toward task completion.
Ability to take ownership of, and progress escalations to resolution.
Committed to client satisfaction and ownership of issues.
Advanced Excel and Reporting capabilities.
Experience of presenting to groups.

Skills\Certification Desired:
ITIL Foundation.
Prince2 Foundation.
SC Clearance

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