Incident & Problem Manager

We are – the Rank Group. 
From the fun of Mecca Bingo to the experience of Grosvenor Casinos, from in-person to online, from local to global, players love the experiences our famous brands deliver. 

This is such an exciting sector to be part of, bringing entertainment to millions in a culture of opportunity and growth.

Look at our careers site to find out more: https://careers.rank.com/

The Incident & Problem Manager role within the Service Management Office (SMO) is pivotal in ensuring the seamless delivery and performance of IT services, specifically focusing on Incident and Problem Management. The role requires a deep understanding of IT service delivery within the ITIL v4 framework, particularly in managing IT Major Incidents.

• Oversee and manage all Incident and Problem Management processes, with a focus on P1 & P2 Major Incidents.
• Lead the resolution of major incidents from start to finish, coordinating efforts across resolver teams and third-party suppliers.
• Ensure clear and timely communication to business and IT stakeholders throughout the Major Incident Management (MIM) process until resolution is achieved.
• Continuously assess the progress of incidents, making necessary interventions and facilitating the resolution process.
• Serve as the escalation point for major incidents, ensuring swift restoration of services.
• Operate in a 24/7 capacity, with Incident Managers working in shifts according to the established rota.
• Monitor and, when required, manage potential service disruptions at the P3 level.
• Collaborate with Operational Management teams to clearly define and understand events, alerts, and changes, enabling quicker incident response.
• Develop a robust knowledge base and recovery plans to drive ongoing improvements.
• Regularly review and enhance the major incident management process, including tools, templates, documents, and reports.
• Manage the production and oversight of all IT Problem Records, ensuring deadlines are met and escalating any issues promptly.
• Conduct trend analysis to identify root causes and implement plans to prevent recurrence.
• Provide weekly reports on performance trends to the team.
• Coordinate with third-party support providers to ensure seamless business operations. #LI-RB1 #LI-Onsite

• Experience of leading and managing Major incidents with the ability to organize and chair Major Incident resolution discussion.
• Excellent organization skills enabling the management of multiple incidents simultaneously and be effective in their prioritisation based on business impact
• Familiar with ITSM tool (Preferably ServiceNow)
• Excellent understanding of ITIL
• Flexible and adaptable
• Strong communication skills and stakeholder managemen

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

Wellbeing@Rank is important... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.  

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us. 

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.  

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.    

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.