IT Incident Manager

Uxbridge Employment; United Kingdom; On-site; GBP 60,000 - 85,000; Full time

Job summary

A recruitment firm in the UK is seeking an experienced IT Incident Manager to lead the response to high-priority IT incidents. This critical role involves managing incidents to ensure service continuity and effective communication with stakeholders. The ideal candidate will have proven experience in incident management, strong leadership skills, and a solid understanding of ITIL frameworks. You'll have the opportunity to influence operational resilience and work in a collaborative environment.

Benefits

High-visibility role

Opportunity for influence

Collaborative environment

Qualifications

• Proven experience as an IT Incident Manager or Major Incident Manager.
• Strong leadership and coordination skills under pressure.
• Excellent stakeholder management and communication abilities.
• Understanding of ITIL frameworks and incident management processes.
• Experience in complex IT environments.

Responsibilities

• Own and manage high-priority and major IT incidents efficiently.
• Lead cross-functional teams to diagnose and restore services.
• Communicate timely updates to stakeholders during incidents.
• Maintain the incident management process according to ITIL best practices.
• Monitor KPIs and analyze trends for process improvement.

Skills

Leadership skills

Stakeholder management

ITIL frameworks

Communication skills

Coordination skills

Job description

Our client is seeking an IT Incident Manager to lead the response to high-priority and major IT incidents across a complex technology environment. When things don’t go to plan, you’ll take the lead — coordinating teams, communicating clearly, and driving incidents through to resolution with minimal impact on the business.

This newly created role offers a great opportunity for an IT incident management professional looking to step up, broaden their responsibilities, and work in close partnership with the Head of Operations.

This role is critical to ensuring service continuity, rapid recovery, and effective communication during incidents that impact business operations.

Key Responsibilities

Major Incident Management

• Own and manage high-priority and major IT incidents from initiation through to resolution
• Lead cross-functional technical teams to investigate, diagnose, and restore services
• Ensure incidents are resolved within agreed SLAs, using effective workarounds and permanent fixes
• Drive post-incident reviews and root cause analysis to prevent recurrence

Stakeholder & Communication Management

• Act as the single point of contact during major incidents
• Provide clear, timely updates to senior stakeholders, technical teams, and business leaders
• Manage incident escalation in line with agreed protocols
• Ensure accurate logging and documentation of all incidents

Process & Service Improvement

• Operate and maintain the incident management process in line with ITIL best practices
• Monitor and report on KPIs relating to incident response and resolution
• Analyse trends to identify recurring issues and opportunities for process improvement and automation

Required Experience & Skills

• Proven experience in an IT Incident Manager or Major Incident Manager role
• Strong leadership and coordination skills in high-pressure environments
• Excellent stakeholder management and communication skills
• Solid understanding of ITIL frameworks and incident management processes
• Experience working in enterprise or complex IT environments

Desirable

• ITIL certification
• Experience working in regulated or customer-critical environments
• Exposure to service improvement or automation initiatives

Why Apply

• High-visibility role with significant business impact
• Opportunity to influence service resilience and operational maturity
• Collaborative, fast-paced environment

What You Need to Do Now:

If this sounds like the role for you, don’t wait — apply today with your up-to-date CV!

If it’s not quite right for you but you know someone perfect, refer them to us and receive a £100 voucher when they’re placed and pass their probation period (terms apply). Visit our website to read more about our Double the Reward scheme in our blog.

Due to the high number of applications, if you have not heard from us within 48 hours, please assume your application has been unsuccessful.