Incident and Problem Lead

About the role   

We are looking for an experienced Incident & Problem Management Lead to join our growing global I&T Shared Service Team. The IT organisation in DS Smith is responsible for aligning IT with the business on the delivery of DS Smith’s strategic priorities.  You will do this by building strategic capabilities, enabling transformational efforts and embedding quality in all systems and processes. 

The Incident & Problem Management Lead is an integral part of the IT Service Management Organisation, reporting directly into the Head of Incident & Problem Management. The role will oversee the BAU operations across I&T in DS Smith engaging with internal and external supplier stakeholders ensuring operational excellence is achieved, is working effectively and supporting DS Smiths strategic priorities. 

Key Responsibilities: 

• Act as the groups’ Incident & Problem Management SME, setting the process, standards and governance across I&T. 

• Deliver training across the business, ensuring processes are adopted and adhered too in conjunction with their accountabilities and SLA’s. 

• Conduct regular incident and problem ticket reviews, using your experience to capture trends, improve quality and drive continual service process improvements. 

• Deliver and improve Service Management and ITIL best practice, taking ownership of incident quality control, working closely with SIAM, service desk and internal and external vendors. 

• Utilise your experience in tooling, communication & workflow – working closely with the SIAM team to drive improvements in tooling, our communications (P1’s and corrective actions) and improve our workflow from incident to problem. 

About you    

• Previous experience of working in an Incident & Problem Management position. 

• Strong understanding of incident and problem management principles, processes, and best practices and experience of driving up KPI achievement. 

• Proven experience in IT Service Management preferably within a complex, multi-national organisation. 

• Experience of outsourcing and managing offshore/matrix teams is desirable. 

• Excellent analytical skills with the ability to identify trends, patterns, with focus on continual service improvement, ensuring continued alignment within a changing business. 

• Knowledge and use of Service Management software, preferably ServiceNow. 

Benefits   

• Competitive salary  

• Company bonus 

• Pension scheme   

• Life assurance   

• Income protection   

• 25 days holiday plus bank holidays  

• Annual Cycle to Work Scheme  

About us 

DS Smith are a leading provider of sustainable packaging solutions, paper products and recycling services in more than 30 different countries.  It’s a very exciting time to join, as we have committed to investing in our future across our strategic growth enablers within Innovation (R&D), Sustainability and Digital & Data. 

To fulfil our purpose of redefining packaging for a changing world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed.  

Our people come from diverse backgrounds, bring different perspectives, ideas and experiences to generate unique solutions focused on present and future sustainability challenges. We welcome all candidates to apply, even those not meeting all criteria. 

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