Job Information
Amentum IT Incident, Problem, Change and Demand Manager in Risley, United Kingdom
We’ll inspire and empower you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. We offer 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.
People are our 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 and 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.
Work-life balance and flexibility is a key focus area for us. We’re happy to discuss hybrid, part-time and flexible working hours, patterns and locations to suit you and our business.
About the Role:
We are seeking a highly motivated and experienced IT Incident, Problem, Change, and Demand Manager to join our dynamic global IT team. In this pivotal role, you will be responsible for ensuring the stability, reliability, and efficiency of our IT services through the effective management of key ITIL processes. You will play a crucial part in minimizing disruption, identifying root causes, implementing lasting solutions, and proactively managing demand to support the business needs. This is an excellent opportunity for a proactive and passionate individual with a broad understanding of enterprise IT to make a significant impact within a global organization.
Key Responsibilities:
Incident Management:
Oversee the end-to-end incident management process, ensuring timely and effective resolution of IT incidents.
Prioritize and categorize incidents based on impact and urgency.
Facilitate communication between technical teams and stakeholders during incident resolution.
Track incident progress, maintain accurate records, and ensure adherence to SLAs.
Identify recurring incidents and escalate to Problem Management.
Problem Management:
Lead the problem management process, focusing on identifying root causes of incidents and implementing preventative actions.
Conduct thorough problem analysis and investigations, utilizing appropriate methodologies and tools.
Develop and track the implementation of problem resolutions and workarounds.
Maintain a knowledge base of known errors and resolutions.
Proactively identify potential problems and implement preventative measures.
Change Management:
Manage the change management process, ensuring that all IT changes are implemented in a controlled and documented manner, minimizing risk and disruption.
Review and assess change requests for potential impact and conflicts.
Facilitate Change Advisory Board (CAB) meetings and ensure appropriate stakeholder involvement.
Track the progress of changes and ensure successful implementation.
Maintain accurate change records and documentation.
Demand Management:
Collaborate with business stakeholders to understand current and future IT demands.
Analyze demand patterns and trends to forecast future capacity needs.
Work with relevant IT teams to plan and manage IT resources to meet anticipated demand.
Contribute to capacity planning activities and ensure alignment with business strategy.
Collaboration and Communication:
Work effectively as part of a global IT team, collaborating with colleagues across different geographical locations and time zones.
Communicate clearly and concisely with technical and non-technical stakeholders at all levels.
Build and maintain strong working relationships with internal IT teams and business units.
Contribute to the continuous improvement of IT processes and procedures.
Requirements
Several years of experience working within an enterprise IT environment.
Broad IT knowledge and understanding across various domains, including: IT Infrastructure (servers, networking, storage, cloud technologies)/ Applications (enterprise applications, web applications, databases)/ Cyber Security (security principles, awareness of common threats)/ Sites/Offices (IT support for physical locations) /Other common IT components and services.
ITIL Foundation certification is essential.
Proven experience in managing Incident, Problem, and Change Management processes. Experience with Demand Management is a significant advantage.
Demonstrable experience working effectively as part of a global team spanning multiple geographies.
Excellent communication, interpersonal, and stakeholder management skills.
Strong analytical and problem-solving abilities.
Ability to work independently1 and as part of a team.
Proficient in2 using IT service management (ITSM) tools.
Must be proactive, passionate, well-energized, and resilient in the face of adversity and challenges.
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 genuinely believe that we all succeed by supporting one another through our culture of caring. We value positive mental health and a sense of belonging for all employees.
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 centered on inclusion and diversity.
We partner with VERCIDA to help us attract and retain diverse talent. For greater online accessibility, please visit www.vercida.com to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role.