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Incident Governor

Employer
BAE Systems
Location
Preston
Salary
£30000 - £35000 per annum + + depending on experience and skills
Closing date
24 Jan 2022

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Sector
Technology & Digital, IT
Hours
Full Time
Flexibility
Flexible working available
Contract Type
Permanent

Job Details

Shared Services

We serve and protect those who serve and protect us. Attracting and retaining the sharpest minds is essential for our Shared Services Business. Our aim is to recruit the very best talent. At BAE we want to be the leading employer in defence and security for valuing diversity and inclusion. We care about difference in all forms and want to create an inclusive environment where everyone can be themselves and reach their full potential.

We welcome candidates from all backgrounds and particularly from sections of the community who are currently under-represented within our industry, including women, people from ethnic minorities, people with disabilities and LGBTQ+ individuals. We also want to be a preferred home for veterans and reservists.

At BAE Systems we are committed to supporting work life balance for all our employees and embrace a range of modern working practices, which aim to enhance flexibility for individuals whilst also enabling business performance. Flexibility provisions vary by role, but include; hybrid working arrangements, flexible working patterns and shift working.

 

Our Shared Services Business

If you'd like to make a real difference where it counts, BAE Systems is the place for you.

From keeping soldiers, sailors and pilots safe to helping countries prosper, from developing the next generation of supersonic aircraft to investing in the next generation of super-smart talent - at BAE Systems, we work together to give our customers an essential edge in protecting the things that really matter. Lives, livelihoods, ways of life.

As part of the Shared Services team, you'll be at the heart of this endeavour - working closely with our air, maritime, land and cyber and intelligence businesses to support our customers around the world.

Join us and you'll be encouraged and rewarded to excel in this important work. Apply your talent where it counts.

 

Incident Governor

Are you self-motivated and enjoy problem solving? Do you have good written and oral communication skills? Would you like a role which enables you to identify and implement improvements to ensure our employees receive an efficient IT service? We currently have a vacancy within Enterprise IT Services (EITS) for an Incident Governor at our site in Preston.

You will be responsible for governing all incident management delivery, including Command Centre performance, to ensure Incident Management Service Levels and Key Performance Indicators are met. You will be ensuring Customer Satisfaction (CSAT) targets are met and support service improvement plans to prevent or remediate failures.

This role will enable you to work in a growing area where you will also have lots of opportunities to expand your professional network.

 

Your main responsibilities as an Incident Governor will involve:

  • Monitoring and managing day to day incident trends and activities, ensuring SLAs and KPIs are being met. Also focusing on the right areas to maintain Service Desk and Incident Resolver high performance.
  • Managing and escalating remedial activities through formal and informal routes to ensure failing areas are able to meet targets within short timeframes.
  • Operating daily service reviews to manage priorities. Provide a focal point for the Command Centre, Service Desk and Resolver Teams across all areas of service operations and ensure escalations and actions are progressed.
  • Attending weekly service reviews to feedback on the incident management performance of the Command Centre, Service Desk and Internal and External Resolvers.
  • Frequently liaising with major on-going projects which may impact incident management volumes or performance. Help minimise the impact of new projects on incident volumes through proper controls, training and guidance.
  • Providing training, support, advice and guidance to resolver teams for incident management good practice.
  • Set up and amend ServiceNow dashboards and reports.
  • Provide analysis, trend charts and pivot tables in Microsoft Excel.

 

Your skills and qualifications:

  • Good problem solving and analytical skills
  • Excellent verbal and written communication skills
  • Proficient Microsoft Excel and PowerPoint skills are highly desirable
  • ServiceNow knowledge and reporting skills would be beneficial
  • A good understanding of SIAM would be advantageous
  • ITIL lifecycle experience (particularly Service Operations) would be valuable
  • Experience in a service desk environment with team leader or management duties may be helpful
  • A broad technical understanding with the ability to translate into business terms and prioritise accordingly

 

What we're looking for in you:

You will be self-motivated, calm and organised, with the ability to operate efficiently in a busy environment with competing priorities. You will have excellent written and verbal communication skills. You will have good analytical skills and be able to translate technical issues into business terms. You will be keen to achieve service excellence.

 

Location: Preston - we operate flexible and hybrid working arrangements

 

Salary: Up to £34,000 dependent on experience

 

Benefits

Our employees receive an excellent benefits package which includes a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. We also offer a range of additional benefits such as flexible working, an employee assistance programme, Cycle2work and many local and national employee discounts. Some employees may also be eligible for an annual incentive.

Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and/or your place of birth may limit those roles that you can perform for the organisation.

 

BAE Systems

BAE Systems is one of the world's leading global defence, security and aerospace companies. We work at the cutting edge of technology, creating more than 100 new inventions every year for customers in over 100 countries.

Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and/or your place of birth may limit those roles that you can perform for the organisation.

Due to the volume of applications we receive, we sometimes close our vacancies early. It is therefore advisable to apply as early as possible if you would like to be considered for a role with BAE Systems.

Company

BAE Systems plc is a British multinational defence, security and aerospace company head-quartered in London in the United Kingdom and with operations worldwide.

Recognising that our people are our top priority we have set ourselves a number of corporate targets to improve the diversity and inclusiveness of our workforce, including uplifting our female representation in leadership roles by 15% by 2015. We recognise the challenge that this target presents, knowing that engineering is often seen as a “man’s world”. 

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