SC Cleared Incident Manager

Specialist Computer Centres PLC; Greater London; Hybrid; GBP 72,000 - 94,000; Full time

Job summary

Specialist Computer Centres PLC is seeking an experienced Incident Manager for a 3-month contract in London. The role focuses on maintaining service stability, coordinating responses to major incidents, and driving CSIs across a complex IT environment.

You will lead incident responses, communicate with stakeholders, and work with Problem Management to identify root causes and prevent recurrence. Hybrid work and a 3-day weekly pattern apply.

Qualifications

• Experience as Incident Manager within complex IT environments.
• ITIL v4 Foundation or ISO 20000 certification or equivalent.

Responsibilities

• Lead and coordinate response to major/high-priority incidents across critical services.
• Manage outages and disruptions with clear communication during restoration.
• Coordinate between technical teams, service providers and business stakeholders.
• Ensure incident queues are prioritised, escalated and resolved effectively.
• Provide timely updates to senior stakeholders during live incidents.
• Promote incident management best practices across support teams and drive continual improvements.

Job description

SC Cleared Incident Manager - £450/day via Umbrella - 3 Month Contract - London (Hybrid, 3 days/week) - SCC Flex Contract

We are seeking an experienced Incident Manager to join a high-profile organisation on an initial 3-month contract. This is an excellent opportunity for an accomplished Incident Manager to play a critical role in maintaining service stability, coordinating responses to major incidents, and driving continuous service improvement across a complex IT environment.

As an Incident Manager, you will lead the management of high-priority incidents, working with technical teams, service providers, and business stakeholders to minimise disruption, restore services quickly, and ensure clear communication throughout the incident life cycle.

Your responsibilities as the Incident Manager:

• Lead and coordinate the response to major and high-priority incidents across critical business services.
• Manage significant outages and service disruptions, ensuring effective communication throughout restoration activities.
• Act as the central point of coordination between technical teams, service providers, operational support teams, and business stakeholders.
• Ensure incident queues are actively managed and incidents are prioritised, escalated, and resolved appropriately.
• Provide timely updates to senior stakeholders and business users during live incidents.
• Promote incident management best practices across support and operational teams.
• Work closely with Problem Management teams to identify root causes and implement preventative measures.
• Analyse incident trends and recommend improvements to increase service resilience and reduce future business impact.
• Identify opportunities to improve processes, reporting, automation, and utilisation of available tooling.
• Support service improvement initiatives designed to enhance operational performance and customer experience.

As a successful Incident Manager, you will have:

• Proven experience working as an Incident Manager within complex IT service environments.
• Strong understanding of IT Service Management principles, ideally supported by ITIL v4 Foundation, ITIL Expert, ISO 20000 certification, or equivalent experience.
• Demonstrable experience managing and responding to IT events across enterprise-scale technology environments.
• Experience coordinating major incidents and driving rapid service restoration within live operational environments.
• Strong Problem Management knowledge, including root cause analysis and implementation of permanent fixes.
• Experience managing teams, coordinating workloads, and supporting operational delivery in fast-paced environments.
• Excellent stakeholder management and communication skills, with the ability to engage technical and non-technical audiences at all levels.
• Proven track record of delivering service improvements that enhance service quality, efficiency, and customer satisfaction.
• Ability to remain calm under pressure while making effective decisions during critical service incidents.
• Experience collaborating with Service Desk, Change Management, Communications, and wider operational teams.

Professional references required.

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