The Role
The Agile Incident and Problem Lead will drive initiatives across the group digital technology ecosystem with a focus on automating this process, driving the right process adoption across our tribes and squads and ensuring teams work towards proactivity as opposed to reactivity across these processes. This role will sit within our Agile Service Management CoE.
The Agile Incident and Problem Lead will have experience across a range of service management processes in order to integrate into our evolving operating model, agile transformation and technical ecosystem. This demonstrated knowledge and experience in a digital organisation will seek to provide a seamless and quality designed experience throughout the service lifecycle, ensuring that our services align with the overall group digital technology strategy. 

Key Accountabilities: 

• Manage E2E Incident and Problem Management value stream through all priorities
• Review Service Levels to ensure appropriate events are tuned to these to drive the appropriate ‘call to action’ and reduce alert/incident noise
• Implement improved ways of triaging, communicating and engaging with stakeholders throughout the process to reduce resolution delays 
• Seek ways to introduce proactive behaviours into teams and process design
• Define and measure success metrics and monitor problem progress
• Lead key process forums, such as our blameless major incident retrospectives
• Define, create and implement ways of working in an agile/DevOps operating model for these processes
• Create and maintain documentation to support all group digital technology incident and problem progressions to ensure that issues are progressed at speed, safely and with quality 
• Identifying opportunities to streamline the process through automation to deliver optimised agile operations 
• Driving a continuous improvement approach to human centered process design
• Participate with other team members to deliver integrated and frictionless agile service management processes
• Support the wider aims of the Agile Service Management digital transformation to improve efficiencies across the organisation
• Support the business to move forward safely as rapidly as possible
• Ensure that all services are fully integrated with the strategic goals and objectives of group digital technology
• Ensure end-to-end understanding of disparate business processes and systems, including linkages between business applications 
• Perform regular audits to ensure process compliance 
• To create development stories for tool enhancements and perform UAT and BVT

Required Skills / Experience: 

• Understand digital transformation, digital adoption, and other digitally-driven changes
• Working in an agile and DevOps environment
• Experience with iterative development and implementation
• Experience and knowledge of Incident and Problem principles, methodologies and tools
• Process design, experience in Lean methodologies and Human Centred Design is an advantage
• Experience across Service Design, Transition and Operations
• Experience in product development
• Customer focused, passionate about the customer experience
• Ability to train users in the process and coach people in best practice
• Ability to clearly articulate messages to a variety of audiences
• Forward looking with a holistic approach
• Leadership skills with the ability to exercise sound judgement and be decisive under pressure
• Calm, methodical, resilient and proactive, with great attention to detail
• Experience with designing, launching, or building reports to help teams make better business decisions
• Experience with technical roles would be an advantage

Qualifications

• In-depth understanding, experience and knowledge of agile service management best practices
• 5 years plus experience in agile service management and process management
• Industry certified to a minimum of foundation level
• Broad experience of IT infrastructure and applications
• Experience working with Service Now or JIRA an advantage

Personal Attributes: 

• A team player able to work collaboratively and effectively with and through others, at all levels in the organisation 
• Excellent oral, written and presentation skills to communicate, persuade and influence decision- making, paired with active listening skills 
• Strong commitment to diversity and to serving the needs of a diverse population 
• Proven ability to identify resource needs, perform quality review, and escalate workflow issues appropriately
• Always looking to learn with a fail fast mindset
• Has the courage to step outside of their comfort zone to achieve the best outcomes
• Creates room for all voices to be heard