Incident & Problem Leader: Digital Service Resilience

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

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.