Role Overview
A senior leadership position is available within a technology operations function for an individual with strong experience in incident and service disruption management. The role involves overseeing a team responsible for handling critical service events on a continuous (24/7) basis within a centralised operational setting.
The successful candidate will provide direction during high-impact service interruptions, take ownership of escalated issues, and ensure that operational responses are timely, structured, and effective.
Eligibility for UK Security Check (SC) clearance is required.
Experience & Capability
Core Requirements
* Demonstrable experience managing high-severity service incidents in complex environments
* Familiarity with structured service management approaches and frameworks
* Experience working across multiple sectors or client types
* Practical knowledge of service management systems and tooling
* Proficiency with common workplace collaboration and productivity platforms
* Strong written and verbal communication skills, including documentation
* Awareness of how incident handling links to root cause analysis and longer-term resolution activities
Personal Attributes
* Ability to remain calm and decisive in time-critical situations
* Effective team leadership and people management skills
* Confidence engaging with a wide range of stakeholders
* Logical and analytical approach to problem solving
* Focus on ongoing improvement and operational efficiency
Key Accountabilities
* Provide leadership to a team responsible for managing critical service events
* Oversee the progression of incidents through to resolution in line with agreed expectations
* Act as a senior escalation point for complex or high-priority issues
* Produce regular insights and reporting on performance and incident trends
* Maintain and improve operational processes and supporting documentation
* Identify and implement opportunities to enhance service delivery
* Support, coach, and develop team members
* Work collaboratively with other functions to resolve issues effectively
* Communicate clearly with senior stakeholders during major service disruptions
* Monitor and improve quality, consistency, and team performance
* Assess future capability needs and support skills development
* Build understanding of wider services and operational dependencies
Ways of Working
* Maintain a strong focus on service reliability and user impact
* Communicate effectively during high-pressure situations
* Seek opportunities to refine and improve operational processes
* Promote collaboration across teams and functions
* Encourage a supportive, inclusive, and accountable team culture
JBRP1_UKTJ