Critical Incident Manager/Service Manager (DV Cleared)

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

Job summary

A leading organization is seeking a Critical Incident Manager/Service Manager with DV clearance for a 12-month contract in Feltham, UK. This high-touch role involves resolving critical incidents and ensuring service delivery excellence. The ideal candidate will have significant experience in incident management, strong data analysis skills, and the ability to work calmly under pressure.

Qualifications

• Mandatory DV clearance required.
• 5+ years of incident management and service delivery experience.
• Ability to interpret complex data is critical.

Responsibilities

• Lead resolution of critical incidents and ensure customer satisfaction.
• Manage customer service requests and monitor their resolution.
• Conduct root cause analysis and provide operational reporting.

Skills

Incident management

Service delivery

Data analysis

Excel

Vendor management

Networking

Tools

ITIL v4

Job description

Critical Incident Manager/Service Manager (DV Cleared)

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.