Incident Manager

Lumina Energy; West Malling; Hybrid; GBP 40,000; Full time

Job summary

A leading company is seeking a Senior Incident Manager to oversee high-impact incidents and ensure rapid service restoration. This role involves managing teams, making critical decisions under pressure, and improving incident management processes while enjoying a competitive salary and comprehensive benefits.

Benefits

25 days annual leave plus birthday off

Life assurance cover (4x salary)

Pension scheme with 4% employer contribution

Retail and gym discounts

Health cash plan

Cycle to work scheme

Volunteer days

Wellbeing programme

Tailored learning and development support

Qualifications

• Significant experience managing major incidents in an ITIL-aligned environment.
• Familiarity with strategic business operations.
• Involvement in process improvement.

Responsibilities

• Lead the end-to-end management of high-priority incidents.
• Coordinate technical and business resources during incidents.
• Conduct post-incident reviews and identify trends.

Skills

Analytical mindset

Excellent communication

Negotiation skills

Leadership

Decision-making

Education

Level 4/5 qualification or equivalent

ITIL Foundation certification

Job description

Location: West Malling - Hybrid

Salary/package: £40,000 per annum

Contract type: Permanent

Hours:Full time

This is a fantastic opportunity to take ownership of high-impact incidents at a senior level, where your decisions will bedirectly protecting critical services. You'll lead under pressure and drive real change.

Who we are

Cantium Business Solutions is a specialist provider of IT and back-office services. We work with public sector organisations, schools, and commercial clients to deliver key services across IT strategy, cyber security, cloud computing, and project management. As part of the UK’s largest local authority-owned trading company, Commercial Services Group, Cantium supports the essential infrastructure that enables frontline services.

Commercial Services Group (CSG) is the UK’s largest local authority-owned trading company (LATCO), with over 1,800 employees and operations in more than 86 countries. CSG delivers critical services across 33 trading businesses, with specialisms in IT, HR, energy, education, legal, procurement, and more.

Why this role matters

As the primary Incident Manager, you’ll lead the response to high-priority incidents, make critical decisions under pressure and coordinate cross-functional teams. Your role will be key to minimising disruption, maintaining stakeholder confidence, and driving improvements that protect service performance and operational resilience.

What you’ll be doing

• Lead the end-to-end management of high-priority and critical incidents, ensuring fast restoration of service with minimal business impact.
• Act as the primary point of contact for senior stakeholders during incidents, delivering clear, timely and strategic communication.
• Coordinate technical and business resources to resolve incidents quickly and effectively.
• Own and continuously improve the Priority Incident Management process in alignment with ITIL best practices.
• Conduct post-incident reviews, identify root causes and trends, and collaborate with Problem Management to prevent recurrence.
• Produce executive-level incident reports and summaries.
• Work closely with the Cyber Security team to respond to sensitive or critical cyber-based incidents, following the Security Incident Response Plan (SIRP).
• Line manage the Junior Incident Manager, promoting a collaborative and accountable culture within the team.

What we’re looking for

• Level 4/5 qualification or equivalent professional experience.
• ITIL Foundation certification (Practitioner or Managing Professional desirable).
• Significant experience managing major/priority incidents in a fast-paced, ITIL-aligned environment.
• Familiarity with strategic business operations and risk-based decision making
• Experience in service delivery and cross-functional team leadership.
• Involvement in process improvement and governance initiatives.
• Ability to manage competing priorities and deliver high-quality results quickly.
• Analytical mindset with strong attention to detail.
• Excellent communication, negotiation, leadership and decision-making skills.

What you’ll get in return

• Salary of £40,000 per annum (add here if there's any other financial perks e.g. car allowance, bonuses etc
• 25 days annual leave, plus your birthday off
• Life assurance cover (4x salary)
• Pension scheme with 4% employer contribution
• Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme
• Volunteer days and access to a comprehensive wellbeing programme
• Tailored learning and development support with real opportunities to progress

Why CSG?

Commercial Services Group (CSG) is the UK’s largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions.

We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies.

CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.

Inclusion & Accessibility

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.

We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.