Client Incident Manager

The water industry is facing enormous challenges due to leakage, pollution, and constrained resources. 53% of England's major waterways are polluted, with the majority of the pollution due to practices by the water sector.

At Jacobs we're digitising water, creating a sustainable future for the most important building block of life. We're leveraging extensive domain expertise to deliver a transformational digital platform which will help solve for the problems of water scarcity and also water purity. We're building an IoT platform that will change the way water networks are managed and drastically reduce pollution events.

Driving excellence in our solution delivery, the Client Incident Manager will oversee the day-to-day delivery of the IoT solution for the client. Working within a dynamic environment with short notice operational issues you be proactive, engaging and will have an awareness of the technology deployed and supporting services.

Part of the solution team, you will work closely with those supporting the running of the digital platform, the solution supply chain, and engage directly with users and our clients. You will report (operationally) to the Solution Delivery Lead.

Responsibilities

• Management of Level2 and Level3 incidents and service support requests from users/clients. Includes the coordination of input / actions required by parties across the solution group which includes:
  • Digital Platform Team
  • Sensor providers
  • Data management services and providers
  • Client organisations
  • Digital technology partners
• Primary lead for major incident management including coordination of investigation, response and communications to users, clients, partners and internal Jacobs business.
• Understand developing client pain points and frustrations related to the IoT solution; facilitate further discovery and the compilation of problem statements where necessary to enable solution improvements.
• Support the identification of problems and facilitation of the solution group to diagnose problem root causes.
• Coordinate the provision of wider Jacobs services that enable the IoT solutions (data onboarding, product configuration etc.).
• Training of Level1 Service Support Desk personnel in the triage of Incidents and Service Requests specific to the IoT solution.
• Obtaining content and compiling routine communications on problem resolution (target audience - users / clients).
• Obtaining content and compiling routine communications on performance issues / loss of service etc. (target audience - users / clients).
• Develop the maturity of operational procedures; managing the review and approval of changes where required.
• Maintain relationships with all primary points of contact across the immediate technology and data supply chain for each client solution.
• Proactively identify opportunities for service improvement.
• Proactively identify opportunities for solution and product improvement.

People are Jacobs' greatest asset, and we offer a competitive package to retain and attract the best talent.

In addition to the benefits you'd expect, UK employees also receive free single medical cover and digital GP service, family friendly benefits such as enhanced parental leave pay, free membership of employee assistance and parental programmes, plus reimbursement towards relevant professional development and memberships.

We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations.

• Effective communication skills through confident verbal engagement and efficient written work; able to take context and audience into account.
• Ability to work within 'operational' environments where time limitations are common.
• Ability to inspire and influence those not within your direct managerial control to bring about successful delivery - acting as a servant leader.
• Highly effective relationship management skills, with the ability to find ways of resolving blockers and impediments.
• Working with metrics to identify improvements at team and solution level.
• Hunger to learn, self-motivation and ability to stay focused in fast paced environment. Be prepared to get involved.
• Knowledge of IoT sensors, data management, and digital products are desirable but not essential. You will be a performance and service evangelist first and foremost.

At Jacobs, we'll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. With more than 55,000 people in 40 countries, working at Jacobs offers an exciting range of opportunities to develop your career within a supportive and diverse team who always strive to do the right thing for our people, clients and communities.

Our Culture

Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees. Find out more about life at Jacobs.

We aim to embed inclusion and diversity in everything we do. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are, regardless of age, disability, gender identity, gender expression, marital status, mental health, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. This is reflected in our wide range of Global Employee Networks centred on inclusion and diversity - ACE, Careers, Enlace, Harambee, OneWorld, Prism, Vetnet, and Women's - find out more about our employee networks here.

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