Operations & Incident Manager (SaaS / Tech Environment)
Wakefield (Site-based)
Elevation Tech & Transformation are working with a growing technology-led business to recruit an experienced Operations & Incident Manager to take ownership of live service stability, incident response, and operational performance.
This is a hands‑on leadership role within a fast‑paced, SaaS environment, where you’ll sit at the centre of major incidents, service delivery, and ongoing platform performance. You’ll lead two operational teams (including a DevOps function), ensuring services are delivered reliably, efficiently, and in line with customer and SLA expectations.
If you’re someone who thrives on bringing structure, control, and clarity during high‑pressure situations—this is exactly that kind of role.
Key Responsibilities
* Lead and coordinate major incidents, outages, and service disruptions, acting as the central point of control
* Manage and develop two teams (circa 15 people), including a DevOps team, ensuring clear priorities and accountability
* Own the end-to-end incident and ticket lifecycle, using tools such as Jira to track, prioritise, and manage workload
* Act as the key communication point during live incidents, providing clear and structured updates to stakeholders
* Work closely with DevOps and delivery teams to support change and release activity in line with Agile practices
* Ensure incidents are resolved in line with SLAs and service commitments
* Lead root cause analysis (RCA) and post‑incident reviews, driving continuous improvement
* Monitor performance metrics (MTTR, backlog, trends) to improve service reliability and efficiency
* Collaborate with internal teams and third‑party suppliers to maintain service stability and performance
Skills & Experience
* Strong background in IT Operations, Service Delivery, or Incident Management within a technology or SaaS environment
* Proven experience leading teams in a technical, SLA‑driven environment
* Experience managing major incidents and service outages
* Familiarity with Jira or similar ticketing / workflow tools
* Understanding of software development methodologies (Agile, DevOps environments)
* Experience working alongside DevOps or engineering teams
* Strong communication skills—able to translate technical issues clearly to stakeholders
* Experience with problem management, RCA, and continuous improvement
* Calm, structured, and decisive under pressure
* ITIL certification or equivalent experience (desirable)
The Opportunity
This is a key operational leadership role where you’ll take ownership of how incidents, service delivery, and operational processes are managed across a live platform.
You’ll play a central role in ensuring systems remain stable, customers are supported, and services continue to evolve and improve.
If you enjoy being the person who keeps everything running when it matters most—this role will suit you perfectly.
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