Service Reliability and Incident Support IT Manager

  • Job Reference: MB/SER/REL/MNGR/8833
  • Date Posted: 16 March 2020
  • Recruiter: Stratospherec
  • Location: Horsham, Sussex
  • Salary: £65,000 to £75,000
  • Bonus/Benefits: Industry Leading Benefits Package, free gym and parking
  • Sector: Project Manager, DevOps Engineers, IT Support, Senior Appointments
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Maria Badcock
  • Email:
  • Telephone: 01798 874497

Job Description

Service Reliability Incident Support Manager - Global Financial Software Company – Horsham, West Sussex

A global financial software development company with offices in both Brighton and Horsham have a fantastic Senior Level Appointment for a Service Reliability and Incident Support Manager.This role reports in directly to the MD of the company so the ideal candidate will therefore have excellent leadership and people management skills along with previous experience providing line management to a variety of technical roles - including Support Engineers- as well as experience of Incident Management, Performance and application health monitoring and change management ITIL.  The Service Reliability Manager will take ownership and be responsible for the delivery of related processes within agreed quality standards.   It would be useful (but not essential) for applicants to this role to have come from a financial services background where they have acquired experience working within SAFe methodology and modern application deployments practise.

The key activities and responsibilities of the Service Reliability Manager will involve Change Management: building and managing an effective Change Management process for all systems, as well as Incident Management: both building and managing an effective Incident Management process for internal and external customers of the company and taking ownership for the resolution process. The Service Reliability Manager will also be involved in Application Support and Monitoring, as well as owning and managing the procurement budget and spend of the team and other services.

This exciting opportunity will be based in the company’s beautiful Horsham office which has free onsite parking, a restaurant and free gym facilities for all its employees.  This role is offering a generous basic salary along with an excellent benefits package.

Key Activities & Responsibilities:

·Change Management : Building and Managing an effective Change Management process for all system and software changes and deployment.

·Disaster Recovery : Ownership of the Disaster Recovery plans and capability to execute, including DR testing.

·Incident Management : Building and managing an effective Incident Management process for internal and external customers ofthe client and ownership of the incident management and resolution process.

·Application support and monitoring : Line managing the Application Support Manager conducting regular 1-2-1meetings, matrix management of the bug resolution development team.  In addition, you will be responsible for the review, building and maintenance of an effective System and Application Monitoring Framework.



·Performance and Application Heath Monitoring

·Change management ITIL orothers


·Financial Services industryexperience

·Experience of working within SAFemethodology

·Modern application deploymentspractise.

This is a great opportunity to join a highly successful company working with prestigious clients and fantastic financial products so if this position looks to be of interest then please apply with your current CV for a confidential discussion regarding your suitability for the role.