Critical Incident Manager

Experis UK; England; Remote; GBP 35,000 - 40,000; Full time

Job summary

A leading global technology organisation is seeking a Critical Situation Manager to oversee business-critical customer incidents. You will ensure a structured response during escalations, lead multi-team coordination, and communicate effectively with stakeholders. Ideal candidates have strong executive communication skills and experience in Incident Management. This role is offered on a PAYE contract basis, fully remote for UK residents, with a salary range of £35,000 to £40,000 and a contract duration of 12 to 18 months.

Qualifications

• Experience in managing major incidents and escalations.
• Strong executive communication skills, calm under pressure.
• Proven track record with multi-team incident management.

Responsibilities

• Own critical escalations from alert to resolution.
• Drive clear communications for executives.
• Coordinate teams to remove blockers quickly.
• Identify and escalate systemic issues.
• Coach teams on incident execution standards.

Skills

Major Incident Management

Escalation Management

Service Delivery

Incident Command

Executive communication

Stakeholder management

Job description

Direct message the job poster from Experis UK

Critical Situation / Incident Manager (Customer Escalations)

If you’re at your best when things are messy, high-stakes, and time-sensitive — this is for you.

A global technology organisation is hiring a Critical Situation Manager to take ownership of business-critical customer incidents.

You’ll be the person who brings structure, pace, and calm leadership when priority escalations hit — aligning technical teams, protecting customer confidence, and driving resolution with clear accountability.

Why this role is a strong move

• High visibility: you’ll work across senior internal stakeholders and enterprise customers
• Real ownership: you lead the incident end-to-end, not just “coordinate updates”
• Global scope: collaborate across EMEA, Americas, and APAC
• Impact: you’ll shape how critical incidents are run, improving process and outcomes over time

What you’ll be doing

• Own critical escalations from first alert to resolution, ensuring a consistent major incident process
• Drive clear, executive‑ready communications (internally + externally)
• Coordinate engineering, support, customer success, and partners to remove blockers fast
• Identify systemic issues and escalate appropriately to prevent repeat incidents
• Coach/mentor teams on “what good looks like” for critical situation execution

You’ll be a great fit if you’ve got

• Experience in Major Incident Management / Escalation Management / Service Delivery / Incident Command
• Strong executive communication — confident, concise, and calm under pressure
• Proven track record managing multi‑team, complex incidents with competing priorities
• Strong stakeholder management and the ability to influence without authority
• Broad understanding of enterprise technology environments (deep engineering not required)

Working pattern (important)

• Sunday–Thursday (Friday + Saturday are weekend)
• EMEA shift: 08:30–17:00 BST (approx. 07:30–16:00 winter)
• Flexibility for occasional weekend/public holiday coverage based on incident priority
• PAYE Contract – Salary Equivalent to £35,000 – £40,000
• Fully Remote – UK Based
• 12 – 18 Months Contract

Please apply for immediate consideration.

Seniority level

• Mid‑Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• Software Development