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Incident and Service Request Manager

About the role:


We are looking for a responsive, collaborative and decisive Manager who will drive the complete life-cycle of both Incident Management and Service Request Management in the English Language and Teaching (ELT) business unit. You will establish and ensure that standardized methods and procedures are used in accordance with the Press' Service Management model and ITIL best practices.


The initial focus is on establishing the process for critical incidents and influence all the stakeholders to embrace change.


You will be responsive and decisive in managing critical issues and urgent customer requests by mobilizing all the required support groups for faster resolution of issues or completion of customer needs. You should have the flexibility to work in a 24x7 environment during platform outages to ensure minimal downtime.


You should put customer at the center of how you work and have a mindset for continuous improvement.



About you:


You will have an extremely strong relationship with our six behavioural values; collaborative, decisive, empowering, innovative, responsible and responsive. You will collaborate with multiple teams, offering excellent communication lines and a clear sense of direction and purpose to maximise the performances within your team.


You will have a significant and proven track record of managing a 3rd level global support team in a 24x7 operations. You need to show executive presence in dealing with senior leaders from both Technology and Business especially during platform outages. You should have high level of accountability and ownership for faster resolution of issues supported by timely and complete status reporting to leadership.


You should have strong leadership skills focused on developing talent in digital technology and valuing diversity and inclusiveness.

Company description

Cambridge University Press was founded by a royal charter granted to the University of Cambridge by Henry King VIII in 1534. It is the printing and publishing house of the University of Cambridge and the oldest printer and publisher in the world, having been operating continuously since 1584. It devotes itself to the furtherance of the acquisition, advancement, conservation, and dissemination of knowledge in the areas of education, religion, learning, and research.

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