Incident Process Manager
Core
Own and continuously improve the end-to-end Incident Management process across a department's service environment, ensuring accurate logging, categorization, prioritization, assignment, and resolution in line with service levels.
Role type
Incident Process Manager
Builds
Incident policies, procedures, process maps, escalation paths, and controls aligned with ITIL and governance obligations.
Domain
IT Service Management / Federal Government
Required skills
ITIL practices, end-to-end Incident Management process design, process governance, service level performance management, stakeholder engagement, reporting and measurable controls
Preferred skills
Experience managing incident processes across a service management platform, driving process adoption and improvement across technical and operational teams
Technologies
Service management platforms
Responsibilities
Develop and maintain incident policies, procedures, process maps, escalation paths and controls; Monitor incident trends, performance and compliance to identify risks and recurring issues; Ensure incidents are accurately logged, categorized, prioritized, assigned and resolved; Provide clear direction for the Incident Management process to embed consistent ways of working.
Seniority
Mid-Senior, hands-on process owner