Incident Manager (Infected Blood Compensation Authority)

www.findapprenticeship.service.gov.uk - Jobboard; North East; On-site; GBP 40,000 - 55,000; Full time

Job summary

A new public service body is seeking an Incident Manager to shape and implement incident management strategies. This role involves coordinating cross-functional teams during major incidents and ensuring compliance. Ideal candidates will have experience in Agile methodologies and a collaborative approach. The position promises meaningful contributions to a service making a real difference in people's lives.

Qualifications

• Experience working within multidisciplinary teams is required.
• Knowledge of Agile methodologies is essential.
• Familiarity with health checks within Agile environments is preferred.

Responsibilities

• Coordinate incident management processes ensuring swift recovery during major incidents.
• Design and implement incident response processes for various categories.
• Enhance preparedness through testing, training, and developing incident response plans.

Skills

Agile methodologies

Incident response processes

Collaboration

Data-driven tools

Job description

The Infected Blood Compensation Authority (IBCA) is a new arm’s-length body established at an unprecedented pace to administer compensation to individuals impacted by the infected blood scandal.

The multidisciplinary teams within IBCA’s Digital Service Directorate are organized around delivering our mission and priorities:

• To create a user-centred, empathetic end-to-end service at the heart of IBCA.
• To provide the means of paying compensation to those eligible.
• To iterate our service through starting small and scaling fast, using a test and learn approach.

This role presents a rare opportunity to play a key part in a newly formed IT Service Management team within a public service making a real difference. Joining IBCA early allows the Incident Manager to help shape incident management support processes and establish the function within the organization. Utilizing industry best practices and working with a dedicated team of ITSM professionals, the Incident Manager will be pivotal in driving the success of the service management strategy.

Opportunities to transfer to IBCA are anticipated. Currently, all roles are hosted by the Cabinet Office within the Civil Service. Once IBCA becomes operational, most roles are expected to transfer to IBCA, a new Arms Length Body (ALB) separate from the Cabinet Office, maintaining similar terms and conditions of employment and pension arrangements.

IBCA’s mission suggests it will be operational for approximately 5 to 7 years. When winding down, IBCA employees will receive support and guidance to find new roles within the Civil Service, other ALBs, or externally.

Are you driven and ready for an exciting opportunity to make a real impact? This challenging and fulfilling role requires pace, impact, sensitivity, and compassion.

The Incident Manager at IBCA will be responsible for shaping and managing the incident management strategy, overseeing services and processes across digital products, data, and channels to ensure availability, performance, and maturity meet organizational and user needs.

You will establish incident management policies aligned with organizational goals, lead testing and continuous improvement, and ensure regulatory compliance. During major incidents, you will coordinate cross-functional teams and external partners, making high-level decisions to minimize impact and ensure swift recovery.

You will analyze metrics, develop organizational incident management capabilities, promote collaboration, and ensure widespread understanding and adoption of incident management processes. Working collaboratively across stakeholder groups and with technical experts, you will establish monitoring processes for early warning detection and prevention of service-impacting events.

Required experience includes working within multidisciplinary teams, knowledge of Agile methodologies, and familiarity with health checks within those methodologies. Success in this role also depends on operating effectively in a fast-paced, transparent, multi-discipline environment.

Responsibilities

• Designing and implementing incident response processes for various categories, including major, security, complex, and low-impact incidents.
• Establishing incident response and security incident response teams.
• Leading during major incidents to coordinate teams and external partners for swift recovery.
• Enhancing preparedness through testing, training, simulations, and developing incident response plans.
• Restoring services promptly, prioritizing continuity over permanent fixes.
• Managing unplanned service interruptions and quality reductions.
• Coordinating root cause analyses and Post Incident Reviews, managing resulting actions.
• Routing help requests appropriately and monitoring resolution activities.
• Ensuring compliance with regulations and data privacy.
• Using automation and data-driven tools for early incident detection and resolution.
• Communicating progress to users and stakeholders during incident resolution.
• Seeking opportunities for process improvement and effective communication across technical and non-technical audiences.
• Contributing expertise to ITSM service discussions, especially in high-risk, complex areas under tight timelines.