Exception/Incident Manager

My client urgently requires an Exception Manager with Incicent Management experience to join a thriving business in Manchester.

START: ASAP
DURATION: 6 MONTHS
LOCATION: MANCHESTER
PAY RATE: £200 PER DAY
INSIDE IR35

The successful candidate will be the first point of contact for any problems and incidents relating to the Windows 10 Evergreen Service (delivering Microsoft Feature updates to Windows 10 devices and Office Pro Plus in a controlled manner). Ownership and accountability will be key when investigating root cause analysis and instigating remediation. Working closely with the central team's Delivery Managers and Evergreen SME's, the Exception Manager will be expected to drive incidents through to resolution. This will be achieved through incident and problem investigation with SME's, the facilitation of WebEx sessions, schedulded testing and redeployment of updates, and the liaison with 3rd party vendors, partner management customer and stakeholders.

Roles & Responsibilities
Overall Exceptions during deployment accountabilities 90%:
* 1st point of contact for escalation of incident and problems.
* Incidents and Problems are owned and managed through to resolution.
* Undertake root cause analysis with technical teams where required.
* Collaborate with SME's (where required) to ensure efficient remediation and resolution.
* Facilitate meetings/WebEx, plan of action to remediate.
* Ensure authorised change control is in place where required.
* Ensures all roll-backs are communicated and actions approved.
* Managing deployment exceptions and ensures non-conforming devices are managed accordingly.
* Ensure all communications with Delivery Manager is proactive and informative.
* Understanding of the technical exceptions lifecycle to manage issues and problems through to resolution.
* Production of Management Information where required (KPI's / SLA's).
Customer facing activities - 10%
* Internal and external stakeholder management. This may require occasional UK wide travel.
* Customer facing presentations
Key Requirements
3+ years of Technical Project management.
* Managed Services exposure.
* Windows 10 operating system awareness.
* Office Pro Plus awareness.
* ITSM Incident\Problem\Change experience.
* Ability to work under pressure and adapt quickly.
* Self-motivated, able to work off own initiative or as part of a team when required.
* Excellent interpersonal skills and the ability to communicate at all levels.
* Demonstrated ability to coordinate cross-functional work teams toward task completion.
* Ability to take ownership of, and progress escalations to resolution.
* Committed to client satisfaction and ownership of issues.

Skills Desired:
* ITIL Foundation.
* Prince2 Foundation.
* Proven Presentation Skills.


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