IT Contractor at Rotork, Bath, £Contract Rate

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.

Our purpose is Keeping the World Flowing for Future Generations.

For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.

Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.

Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business.

Responsibilities:

IT Major Incident Management:

• Manage the Global IT Major Incident Manager (MIM) Cover Rota and act as the primary Major Incident Manager during UK core service hours.
• Ensure that IT major incidents globally are resolved in accordance with defined service level targets/KPIs & remedial actions are completed.
• Produce and maintain IT major incident management documentation including policy, process, procedure, work instruction, quality standards and training materials.
• Conduct regular reviews of IT major incident records to ensure these meet the defined quality standards.
• Define and implement agreed IT incident management process improvements.
• Produce regular MI/status reports, metrics and KPIs as required.

IT Problem Management:

• Ensure that IT problems are resolved in accordance with defined service level targets/KPIs.

• Produce and maintain IT problem management documentation including policy, process, procedure, work instruction, quality standards and training materials.
• Conduct regular reviews of IT problem records to ensure these meet the defined quality standards.
• Define and implement agreed IT problem management process improvements.
• Produce regular problem/status reports, metrics and KPIs as required.

IT Incident Management - All Priorities:

• Ensure that incidents of all priorities are resolved in accordance with defined service level targets/KPIs.
• Produce and maintain IT incident management documentation including policy, process, procedure, work instruction, quality standards and training materials.
• Conducting regular reviews of IT incident records to ensure these meet the defined quality standards
• Defining and implementing agreed IT incident management process improvements.
• Produce regular incident status reports, metrics and KPIs as required

IT Service Management Ecosystem

• Collaborate and work with the IT Change Manager to ensure that incident, major incident and problem management processes align with the change management process to form the ‘IPC Iron Triangle’.
• Collaborate and work with IT Service Delivery staff and the broader IT Department to identify and implement improvements to incident, major incident and problem management processes.

Required Experience and Qualifications

• Significant experience of fulfilling the role of a Major Incident & Problem Manager in a global 24/7/365 organisation with least 4000 IT users across multiple time zones.
• Proven track record of providing excellent customer service in accordance with SLAs and managing key customer relationships.

• Experience of producing and maintaining IT Service Management policy, process, procedure, work instruction, quality standards and training documentation covering incident/major incident/problem management.
• ITIL V3/V4 qualified to Practitioner, Manager or Expert level with a solid understanding of all core ITIL processes.
• Experience of using and improving ServiceNow to manage major incidents and problems is highly desirable.

Values

We expect all colleagues at Rotork to role model our organisational values and associated behaviours.

® • STRONGER TOGETHER - we put people first, we collaborate, inspire and support each other to win as One Rotork. o We think as one team, support each other, and achieve high performance together. o We’re open and honest, welcoming diversity and difference. o We act responsibly in the best interests of Rotork.

• ALWAYS INNOVATING - we’re committed to continuous improvement, thinking differently, and improving for the future. o We think differently and find smarter ways to be the best. o We strive for excellence and think Lean to continually improve. o We use our experience to solve problems, effectively and efficiently.
• TRUSTED PARTNER - we’re a responsible business proud of our customer focus. We put quality and service at our heart. o We put safety first and, as ethical and responsible citizens, consider the environment and communities we operate within. o We put customers at the heart of our thinking, understanding their needs and enabling their success. o We’re easy to do business with and do what we say we’ll do