Logo of Huzzle

Incident Manager

  • Job
    Full-time
    Mid Level
  • People, HR & Administration
  • Southampton

AI generated summary

  • You need analytical, technical, and communication skills to excel as our Incident Manager. Being customer-focused, collaborative, and accountable are key to success at Kingfisher plc.
  • You will lead Incident Management processes, monitor SLAs, drive service improvement, analyze trends, engage with projects, and report metrics for Kingfisher plc.

Requirements

  • Analytical Skills - Ability to collect and analyse information, solve complex problems rationally, and make decisions on time for enhanced productivity.
  • Communication – Excellent verbal and non-verbal communication across all channels and levels of the Kingfisher group, with the ability to articulate complex issues accurately and concisely.
  • Technical Skills – Broad technical understanding relevant to the Kingfisher environment.
  • Customer Service – Passionate about customer service, always putting our colleague first.
  • Decision-Making - Capable of working independently and managing own workload with little supervision, whilst being self-motivated with the ability to use your own initiative.
  • Collaboration - Collaboration and teamwork with all levels of the organisation is key and you must integrate effectively with other teams and stakeholders.
  • Be Customer Focused – constantly improving our customers’ experience
  • I listen to my customers
  • I use available data to help make decisions
  • Be Human – leading with purpose, 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 – building trust and empowering people to work with agility
  • I have courage to be creative
  • Done is better than perfect, I aim for 80/20
  • Be Inclusive – inspiring diverse teams to achieve together
  • I embrace allyship
  • I have self-awareness and a desire to learn
  • Be Accountable – owning the plan, delivering results and growth
  • I own my actions
  • I understand the Kingfisher plan and how it relates to my role

Responsibilities

  • Drive awareness and adoption of the Incident and Request Management processes through training programs, education sessions and documentation both written and digitally.
  • Work closely with internal, external, and offshore support teams to manage performance against the agreed key metrics and SLAs, driving support teams to improve performance and efficiencies where needed.
  • Produce and execute service improvement plans geared towards elevating and improving the quality and efficiency of the Incident Management process.
  • Work with the ITSM team to ensure the Service Management tool in use continues to meet the needs of the Incident & Request Management processes. Identify and deliver improvements to get the optimum use from the tool.
  • Monitor the VIP process ensuring compliance and prompt resolution of incidents & Requests.
  • Analyse incident ticket trends across the group, identifying risks and potential degradation to service, developing, and owning action plans to mitigate colleague impacts.
  • Engage with Service Introduction on new and existing projects to ensure our processes are followed throughout the project lifecycle.
  • Act where necessary as “warranty” manager for projects and programmes that require additional Incident focus, facilitating daily/weekly Incident review meetings and communicating status to senior management and service owners.
  • Produce, present, and disseminate monthly Incident Management service metrics for the Kingfisher group, formulating action plans to address any issues.
  • Collate daily/weekly/monthly statistical reports from ITSM tool to aid in trend analysis

FAQs

What is the primary responsibility of an Incident Manager at Kingfisher?

The primary responsibility of an Incident Manager at Kingfisher is to ensure the administration and management of the Incident Management process and associated incident records is adhered to by internal, external, and offshore support teams. They are also responsible for ensuring incident resolution is achieved as fast as possible while meeting agreed service targets for Incidents and Requests.

What skills are required for the role of Incident Manager at Kingfisher?

The skills required for the role of Incident Manager at Kingfisher include analytical skills, communication skills, technical skills, customer service orientation, decision-making capabilities, and the ability to collaborate effectively with other teams and stakeholders.

How does an Incident Manager drive awareness and adoption of the Incident and Request Management processes?

An Incident Manager drives awareness and adoption of the Incident and Request Management processes through training programs, education sessions, and documentation both written and digitally. They work closely with internal, external, and offshore support teams to manage performance against key metrics and SLAs, driving support teams to improve performance and efficiencies where needed.

What benefits and rewards are offered to Incident Managers at Kingfisher?

Incident Managers at Kingfisher are offered a range of benefits and rewards including private health care, pension scheme eligibility, 25 days' holiday per year, staff discount at B&Q and Screwfix, life assurance, competitive bonus scheme, and share ownership options through the Kingfisher Share Incentive Plan and Kingfisher Share Save scheme.

What is the application process like for the role of an Incident Manager at Kingfisher?

The application process for the role of an Incident Manager at Kingfisher involves submitting an application via the Kingfisher Careers website, followed by a review by a member of the Talent Acquisition team. Successful candidates will then proceed to a telephone interview or one-to-one conversation with a recruiter, and if successful, will attend a face-to-face or virtual interview. Feedback will be provided by the recruiter, along with details of the job offer if successful.

Retail & Consumer Goods
Industry
10,001+
Employees

Mission & Purpose

Kingfisher plc is an international home improvement company with approximately 1,900 stores, and operations in eight countries across Europe. We operate under retail banners including B&Q, Castorama, Brico Dépôt, Screwfix, TradePoint and Koçtaş, supported by a team of over 82,000 colleagues. We offer home improvement products and services to consumers and trade professionals who shop in our stores and via our e-commerce channels. At Kingfisher, we believe a better world starts with better homes. We help make better homes accessible for everyone. As a Group, we use our core strengths and commercial assets, and we power our retail banners to address the significant growth opportunities that exist within the home improvement market #PoweredByKingfisher