Major Incident Management Lead

(Full time Out of hours may be required)Reporting to: Chief Operations Officer

Company Description

Conferma is a global payment technology company who combines innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the worlds largest payments platform for virtual cards.

Weve engineered connectivity to over 50 of the worlds best commercial card partners, over 700 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey and seeing how far we can go, together!

Background

The Major Incident Manager will oversee the end-to-end process for major incidents, ensuring timely resolution and minimal impact on business operations. This role requires a deep understanding of incident management, ITIL practices, and effective communication with stakeholders at all levels.

The Major Incident Manager at Conferma is responsible for:

IT Service Management
Business Continuity Management
Incident Coordination: Lead and coordinate the response to major incidents, ensuring swift resolution and minimal service disruption. Act as the primary point of contact for all major incident communications.
Process Management: Develop, maintain, and continuously improve the major incident management process in alignment with ITIL best practices. Ensure all incident management procedures are clearly defined, documented, and followed.
Root Cause Analysis: Conduct thorough post-incident reviews to identify root causes and ensure appropriate corrective actions are implemented to prevent recurrence.
Stakeholder Communication: Communicate effectively with internal and external stakeholders, providing timely updates and ensuring transparency throughout the incident lifecycle.
Reporting and Metrics: Establish and track key performance indicators (KPIs) for incident management. Generate regular reports on incident trends, impacts, and resolutions for senior management review.

You have:

Strong understanding of IT service management, particularly incident management processes and ITIL best practices.
Proven track record in managing major incidents in a fast-paced, high-stakes environment.
Experience with IT service management tools (preferably ServiceNow), for incident tracking and reporting.
Excellent communication skills, capable of conveying complex information clearly to technical and non-technical stakeholders.
A strong balance of strategy and execution able to set the strategy and support it through implementing the necessary changes whilst having the ability to dive into detail where necessary.
An ITIL advanced certification or a related equivalent.

You are:

An effective communicator, able to articulate ideas clearly and encourage open communication among team members and stakeholders.
Experienced in change management and organisational development.
Customer-obsessed, dedicated to understanding and meeting the needs of clients and stakeholders.
Highly organised, detail-oriented, and proactive problem-solver with a solutions-oriented mindset.
Capable of leading teams and projects to successful outcomes.

Key Words:

ITIL
Incident Management
Root Cause Analysis
ServiceNow Proficiency
Stakeholder Communication
Incident Coordination
Problem Solving
Metrics and KPIs
Process Improvement
IT Service Management

Key Characteristics:

Analytical: Possesses strong analytical skills to assess complex situations and make informed decisions.
Detail-oriented: Pays close attention to all aspects of the work to ensure accuracy and thoroughness.
Proactive: Takes initiative and anticipates challenges before they arise.
Communicative: Excellent verbal and written communication skills for effective communication across all levels of stakeholder engagement.
Leadership: Capable of leading teams and projects to successful outcomes.
Adaptable: Flexible in adjusting to new challenges and changing environments.
Collaborative: Works well with others to achieve common goals.
Customer-focused: Prioritises the needs and satisfaction of customers in all actions and decisions.
Strategic: Able to develop and implement long-term strategies for improvement.
Resilient: Bounces back from setbacks and challenges, maintaining a positive attitude.

Compensation

Competitive Salary, dependent on experience & skills

Bonus available:10%

Benefits at Conferma

At Conferma we understand that our people are what make us great. We have set out to provide a comprehensive benefits package that includes everything you would expect as well as providing flexibility for you and your family.

Flexible Paid Time Off

33 days paid annual leave (including bank holidays) and the ability to purchase up to 10 more days holiday each year. Time off for life events and such as moving house or getting married. An additional days leave on or around your birthday.

You and Your Family

Enhanced paid parental leave available for the birth of each child. Single cover private medical scheme with the option to add family members (after probation period). A confidential Employee Assistance program (EAP) available to all 24/7. Access a range of fantastic rewards (such as Cycle2Work, Gym Membership, Tech Scheme and discounted shopping and Cinema) via Conferma Rewards.

Diversity Equity and Inclusion

We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favorable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant.