Incident & Problem Performance Lead – On‑Site, Coventry

Severn Trent Water; Coventry; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading water utility company in Coventry is seeking an Incident Performance Manager to oversee all technology incidents. This role involves coordinating teams during major disruptions, driving continuous improvement through Incident Improvement Plans, and ensuring data accuracy. The ideal candidate has IT Service Management expertise and experience with ServiceNow. Join a supportive team culture and enjoy generous benefits including 28 days holiday and an annual bonus scheme.

Benefits

28 days holiday + bank holidays

Annual bonus scheme

Family-friendly policies

Leading pension scheme

Sharesave opportunity

Dedicated training and development

Electric vehicle scheme

Two paid volunteering days

Qualifications

• Expertise in IT Service Management required.
• Experience managing incidents and problems.
• Ability to drive improvement through analysis.

Responsibilities

• Take ownership of technology incidents and drive responses.
• Design SLA and KPI reports for incident management.
• Facilitate post-incident reviews and lessons learned.

Skills

IT Service Management expertise

Incident and problem management experience

Calm under pressure

Knowledge of IT infrastructure and applications

Hands-on experience with ServiceNow

Detail-driven

Natural communicator

Tools

ServiceNow

Job description

A leading water utility company in Coventry is seeking an Incident Performance Manager to oversee all technology incidents. This role involves coordinating teams during major disruptions, driving continuous improvement through Incident Improvement Plans, and ensuring data accuracy. The ideal candidate has IT Service Management expertise and experience with ServiceNow. Join a supportive team culture and enjoy generous benefits including 28 days holiday and an annual bonus scheme.