Incident Manager

Kingfisher • Lower Southampton Township, PA

21h • Hybrid

About The Position

We’re Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that’s where you come in.
At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.
We are open to flexible and agile working, both of hours and location. Therefore, we offer colleagues a blend of working from home and our offices, located in London, Southampton & Yeovil. Talk to us about how we can best support you!
As an Incident Manager, you will help ensure technology issues are resolved quickly and effectively, so our colleagues can support customers every day. By leading strong incident and request management practices, you directly contribute to Better Homes, Better Lives, For everyone. You will champion continuous improvement, keeping services reliable, transparent and focused on people.

Requirements

• Experience managing or supporting incident and request management processes within an IT service environment.
• Strong analytical skills, with the ability to interpret data, identify trends and support informed decisions.
• Clear and confident communication skills, able to explain complex issues to different audiences.
• Broad technical understanding relevant to IT service operations.
• A strong customer and colleague focus, with the confidence to work independently and take ownership.
• Be Customer Focussed – constantly improving our customers experience
• I listen to my customers
• I use available data to help make decisions
• Be Human – acting with humanity and care
• I do the right thing
• I am respectful
• Be Curious – thrive on learning, thinking beyond the obvious
• I build and share new ideas
• I try new things and share my learnings
• Be Agile – working with trust, pace and agility
• I have courage to be creative
• Done is better than perfect, I aim for 80/20
• Be Inclusive – acting inclusively in diverse teams to work together
• I embrace allyship
• I have self-awareness and a desire to learn
• Be Accountable – championing the plan to deliver results and growth
• I own my actions
• I understand the Kingfisher plan and how it relates to my role

Responsibilities

• Own and operate the Incident and Request Management processes, ensuring they are consistently followed by internal, external and offshore teams.
• Act as the single point of escalation for incidents raised by the business or Service Delivery teams, driving timely resolution.
• Monitor performance against agreed service targets and SLAs, working with partners to improve quality and efficiency.
• Analyse incident trends to identify risks or service degradation and create action plans to reduce impact.
• Produce and share regular incident management reports and service metrics across the Kingfisher group.
• Support service improvement plans and ensure the Service Management tool meets the needs of incident and request processes.
• Collaborate with other IT and service teams to improve the experience for colleagues and customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed