Department: IS - Service Delivery Location: UK/Basingstoke Description In this newly created position, the IT Incident Manager is responsible for overseeing the end-to-end management of IT incidents, including major incidents ensuring timely resolution and minimal disruption to business operations. This role acts as the central point of coordination for all high-priority / Major incidents (P1/P2), driving root cause analysis, stakeholder communication, and continuous improvement. The IT Incident Lead works closely with resolver teams, service desk staff, and third-party vendors to ensure incidents are resolved within agreed service levels and that lessons learned are captured and acted upon. Key Responsibilities Lead the incident management process for all major and high-impact incidents. Coordinate cross-functional teams to ensure rapid resolution and service restoration. Act as the primary point of contact for incident escalation and communication, ensuring timely updates to customers and stakeholders. Ensure accurate and timely incident reporting, including post-incident reviews, lessons learned reports, and documentation. Collaborate with the Service Delivery Director to ensure adherence to agreed SLA’s and performance KPI’s of our third party vendor services. Maintain and improve the incident management process in alignment with ITIL best practices. Monitor incident trends and proactively identify & report areas for improvement. Collaborate with Problem Management to ensure root causes are addressed and mitigated. Provide regular updates to senior stakeholders and business units during major incidents. Support the development and delivery of incident management training and awareness. Ensure compliance with SLAs, OLAs, and regulatory requirements. Experience in successfully navigating complex, matrix organizations, as well as working with an off shored Support function Ability to prioritize multiple incidents and coordinate multi discipline engineering teams Good administration skills and understanding of various ITSM tools for incident logging and knowledge base Skills, Knowledge & Expertise REQUIRED EDUCATION AND QUALIFICATIONS Education Level: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL Foundation certification (v3 or v4) required; Intermediate or Expert level preferred. Additional certifications in service management or technical disciplines are a plus REQUIRED SKILLS AND COMPETENCIES Good experience in IT service operations or incident management roles. Proven experience managing high-severity incidents in complex IT environments. Strong understanding of ITIL processes, especially Incident, Problem, and Change Management. Excellent communication and stakeholder management skills. Ability to remain calm under pressure and make sound decisions quickly. Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). Strong analytical and problem-solving skills. Ability to lead and influence cross-functional teams without direct authority. Experience in a 24/7 operational support environment Ability to collaborate, build credibility, and establish good working relationships with leaders across functions to ensure solid partnership and alignment Customer-centric attitude and focus on providing best-in-class service for customers Resilient and adaptable to changing circumstances