Summary: The Service Desk Incident Management Practitioner role at BAE Systems involves overseeing incident management delivery within the Information Management & Technology team. The practitioner will ensure service targets are met while supporting performance across various teams, including the Command Centre and Service Desk. This position requires strong analytical and communication skills, along with a solid understanding of the SIAM model and ITIL lifecycle. The role is hybrid and requires BPSS clearance.

Key Responsibilities:

• Overseeing day-to-day incident trends to ensure SLAs and KPIs are achieved
• Leading daily service reviews and coordinating with internal and external teams
• Supporting major incident management (MIM) activities and ensuring effective communication
• Producing clear reports, executive summaries, and trend analysis for stakeholders
• Acting as an escalation point for complex issues
• Providing training and guidance to team members and resolver teams
• Managing inputs to daily, weekly, and monthly service reports

Key Skills:

• Strong understanding of the SIAM model and ServiceNow reporting
• Good technical understanding with the ability to simplify and prioritise issues
• Experience with ITIL lifecycle and Service Operations
• Excellent analytical, communication, and stakeholder management skills
• Proficiency in Excel, PowerPoint, and incident trend reporting
• Previous experience in team leadership or management is a plus

Salary (Rate): 63.40

City: Ashton-on-Ribble

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT