Tiffany & Co. is seeking a highly skilled IT Service Management Professional to oversee and manage the entire lifecycle of major incidents. The ideal candidate will be responsible for continuously reviewing and improving incident management processes, leading and mentoring the major incident management team, and ensuring the effectiveness and currency of tools and systems used for incident management. 

Responsibilities: 

• Major Incident Management: Oversee and manage the entire lifecycle of major incidents, ensuring timely and effective resolution. Provide oversight to multiple vendors/business partners.
• Process Improvement: Continuously review and improve incident management processes to enhance efficiency and effectiveness. 
• Team Leadership: Lead and mentor the major incident management team, fostering a collaborative and high-performance environment. 
• Tool and System Oversight: Oversee the tools and systems used for incident management, ensuring they are effective, up-to-date, and meet organizational requirements. 
• Transition to Support Coordination: Assist with the transition to support coordination, ensuring smooth handovers and effective incident flow. 
• Trend Analysis: Analyze trends to identify and prevent future major incidents, implementing proactive measures to mitigate risks.  
• Backup Responsibilities: Serve as a backup for Change Management and Problem Management, providing support and ensuring continuity of operations. 
• Stakeholder Collaboration: Collaborate with IT leadership, problem management, application support teams, vendors, and managed service providers (MSPs) to ensure seamless incident management and resolution.

Qualifications:

Required:

•    Proven experience in IT Service Management, with a focus on major incident management. 
•    Strong leadership and team management skills, with the ability to mentor and develop team members. 
•    In-depth knowledge of incident management tools and systems, with the ability to evaluate and implement improvements. 
•    Excellent analytical and problem-solving skills, with the ability to analyze trends and implement proactive measures. 
•    Strong communication and interpersonal skills, with the ability to collaborate effectively with various stakeholders. 
•    ITIL certification or equivalent 

Preferred:

• Experience with Change Management and Problem Management processes. 
• Familiarity with application support and vendor management. 
• Proficiency in using ITSM tools and platforms.