- Bring your passion and feel the energy
- Work within an industry leading business
- Completely flexible working, vast growth opportunities
As a Practice Manager you will be responsible for the performance and optimisation of service management processes supporting the Endeavour Group business through technology services. Working across the breadth of the Endeavour business, you will help to ensure the reliability and availability of our services while supporting and contributing to a culture of improvement and enhancement. This role will have a specific focus on Incident Management and Problem Management and will come with a requirement to participate in the Major Incident Management on call roster.
Sound good? Read on.
Here is a taster of what you can expect in this role:
Problem Management:
Manage the problem management process, including facilitating root cause analysis, investigation, and implementation of permanent fixes.
Analyse incident trends to identify underlying problems and implement proactive measures to prevent recurring incidents.
Collaborate with technical teams to prioritise and implement problem resolutions based on business impact and risk.
Incident Management:
Lead the incident management process and improvement activities
Coordinate with IT support teams to identify, diagnose, and resolve incidents promptly to minimise business impact.
Implement incident escalation procedures when necessary to ensure timely resolution and communication with stakeholders.
Run Major Incidents as the Major Incident Manager and be available for on-call MIM rostering.
Process Improvement:
Continuously review and refine incident and problem management processes to improve efficiency and effectiveness.
Identify opportunities for automation and tool enhancements to streamline incident and problem resolution workflows.
Collaborate with cross-functional teams to implement best practices and standards for incident and problem management.
Communication and Reporting:
Communicate incident status updates, resolutions, and root cause analyses to stakeholders, including IT leadership and business partners.
Prepare and present regular reports on incident and problem management performance, trends, and metrics.
Ensure transparency and alignment with stakeholders regarding the status of ongoing incidents and problem investigations.
General:
Manage the risk controls and compliance to Service Management practices across the respective groups, including internal and external partners.
Promote a culture of improvement and automation across the Endeavour Group technology landscape.
Build and maintain relationships with Endeavour Group technology and operations teams to support and embed Service Management practices.
Identify and manage risks, issues, assumptions and dependencies for the service management portfolio.
Understand and provide guidance on the business strategy and align process and policy to support.
Provide leadership, experience, coaching and training across the Endeavour Group environment.
