Incident and Problem Manager

Wiltshire Police; Devizes; Hybrid; GBP 44,000 - 54,000; Full time

Benefits offered by this job

Professional development

25 days leave

Hybrid work

On-site gym

Well-being support

Job summary

Wiltshire Police is seeking an Incident & Problem Manager to lead the end-to-end management of incidents, major incidents and problems across Digital, Data and Technology services. The role focuses on reliability, resilience and performance of digital services for frontline policing.

You will act as incident commander, coordinate cross-functional teams and drive continual service improvement, shaping user-centred digital services for operational continuity and safer communities.

Qualifications

• Experience leading incident and problem management in a complex Digital, Data and Technology environment.
• Strong stakeholder engagement and communication skills, with the ability to lead during high-pressure incidents.
• Experience conducting root cause analysis and driving continual service improvement.

Responsibilities

• Lead end-to-end management of incidents, major incidents and problems to restore services quickly.
• Act as incident commander during major incidents coordinating technical teams and stakeholders.
• Provide clear, timely communication throughout incident lifecycles to senior leaders.
• Coordinate escalation activities ensuring the right expertise is engaged at the right time.
• Lead root cause analysis for significant incidents and drive preventative actions.
• Own and prioritise the problem backlog to reduce recurring incidents and risk.
• Use data and trends to identify risks and support continual service improvement.
• Collaborate with Service Owners, Platform, Applications, EUC and Cyber Security teams.

Skills

Incident management

Problem management

Stakeholder engagement

Communication

Root cause analysis

Education

ISO/IEC 27001 Foundation

Cyber Essentials

Job description

Including a market supplement, the salary for this role is up to £49,118pa

DSE use (for a substantial part of work)

30/09/2026, 12:00

About us

At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whetheryou’rejust starting your career or looking to advance, Wiltshire Policeoffesa range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe.

About our DDaT Services team

At Wiltshire Police,we'retransforming policing through Digital, Data and Technology. We recognise thatDDaTis no longer simply an enabler of policing; it is a strategic capability at the heart of how we protect communities, empower ourworkforceand deliver better public services. As we evolve from a traditional ICT function into a modern, user-centredDDaTorganisation,we'reembracing cloud technologies, automation, AI,dataand digital innovation to create smarter, moreconnectedand resilient services. Join us at the start of an ambitious transformation, where you'll have the opportunity to shape the future of digital policing, work with emerging technologies, influence meaningful change and build a rewarding career that makes a real difference to our organisation and the communities we serve.

About the role

As Incident & Problem Manager, you will play a critical leadership role in ensuring the reliability,resilienceand performance of digital services across Wiltshire Police. You will lead the response to major incidents, coordinate multidisciplinary teams to restore services quickly, and drive lasting improvements that prevent issues from recurring. Using data,insightand continual improvement principles, you will help shape resilient, user-centred digital services that support frontline policing, protect operationalcontinuityand enable the delivery of modern digital policing.

What you will be doing

• Lead the end-to-end management of incidents, major incidents and problems, ensuring rapid service restoration and minimal operational disruption.
• Act as the incident commander during major incidents, coordinating technical teams, suppliers and stakeholders to maintain service availability and confidence.
• Provide clear, timely and effective communication throughout incident lifecycles, keeping operational and senior leaders informed.
• Coordinate technical response and escalation activities, ensuring the right expertise is engaged at the right time.
• Lead root cause analysis for significant and recurring incidents, identifying opportunities to improve service resilience and performance.
• Own and prioritise the problem backlog, driving corrective and preventative actions that reduce repeat incidents and organisational risk.
• Use service data, trends and performance insight to proactively identify risks and support continual service improvement.
• Work collaboratively with Service Owners, Platform, Application, EUC, Cyber Security and supplier teams to enhance end-to-end service reliability and user experience.

About you and your experience

• Proven experience leading incident and problem management activities within a complex Digital, Data and Technology environment.
• Strong stakeholder engagement, communication and decision-making skills, with the ability to lead confidently during high-pressure incidents.
• Experience conducting root cause analysis, driving continual service improvement and implementing preventative solutions.
• A collaborative, user-focused approach with a passion for improving service reliability, resilience and operational performance.

Essential Professional Certifications

• ISO/IEC 27001 Foundation certification or Cyber Essentials certification or equivalent understanding of cyber security best practice.

What we offer

• Professional development and training
• 25 days annual leave plus bank holidays, rising to 30 days
• Hybrid working (3 days in the office)
• Free On-Site Gym membership
• Physical and mental well-being support

Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance.

Depending on the number of applications received, we reserve the right to close this role early.

We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.

If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.