Critical Incident Manager/Service Manager (DV Cleared)

Experis UK; London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

A leading organization is seeking a Critical Incident Manager/Service Manager (DV Cleared) for a contract role based near Feltham, UK. The successful candidate will thrive in high-pressure situations, lead incident resolutions, and ensure exceptional service delivery. This role demands strong incident management experience and data analysis skills, with a competitive salary package offered.

Qualifications

• DV clearance is mandatory.
• 5+ years of incident management and service delivery experience.
• Ability to manage critical situations calmly and professionally.

Responsibilities

• Take ownership of critical incidents, ensuring swift resolution and customer satisfaction.
• Monitor and manage customer service requests, pushing them through to resolution.
• Conduct root cause analysis and ensure SLAs are met.

Skills

Incident Management

Service Delivery

Data Analysis

Conflict Management

Tools

Excel

Job description

Critical Incident Manager/Service Manager (DV Cleared)

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Critical Incident Manager/Service Manager (DV Cleared)

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We are looking for an experienced Critical Incident Manager/Service Manager with DV clearance to join a leading organization for a 12-month contract based in Feltham, UK. This is an exciting opportunity for someone who thrives in high-pressure environments and is passionate about delivering exceptional technical support to major accounts.

Role Overview

This role is a high-touch, customer-facing position where you will lead the resolution of critical incidents, ensure the smooth delivery of service to key clients, and collaborate with internal teams to maintain service excellence.

Key Responsibilities

• Take ownership of critical incidents, ensuring swift resolution and customer satisfaction.
• Monitor and manage customer service requests, pushing them through to resolution.
• Work closely with cross-functional teams to resolve issues and prevent recurrence.
• Conduct root cause analysis and provide operational reporting.
• Ensure SLAs are met and hold service reviews with customers.
• Lead in conflict management and vendor relations.
  
  

Key Requirements

• DV clearance is mandatory.
• 5+ years of incident management and service delivery experience.
• Strong Excel and data analysis skills, with the ability to interpret complex data.
• Experience with ITIL v4, networking, and vendor management is desirable.
• Proven ability to manage critical situations calmly and professionally.
  
  

Salary: £90,000 - £120,000 (PAYE)

Location: Remote role - 2/3 times a month onsite near Feltham, UK (Expenses paid for customer site visits)

Contract Duration: 12 Months (with potential extension)

If you're ready to take on a challenging role and make a significant impact, we'd love to hear from you.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Staffing and Recruiting

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