As an Incident Management Lead, you will be responsible for ensuring the effective delivery and continual improvement of the Incident Management process across a 24/7 operational environment. You will play a pivotal role in managing the end-to-end lifecycle of incidents, minimising business impact, and ensuring service continuity across all Thames Water business areas. This role requires excellent service management expertise, strong communication and stakeholder management skills, and the ability to operate effectively within a multi-vendor, offshore-supported environment. What you’ll be doing as an Incident Management Lead Act as the central point of contact for all major and business-critical incidents (P1 & P2), ensuring rapid response, clear communications, and timely resolution. Support the delivery and governance of the Incident Management process, priority matrix, policies, procedures, and associated guidance. Work on a 24/7 rota to manage major incidents and escalations, including out-of-hours incident resolution and communication. Lead the coordination of internal teams and third-party suppliers to ensure effective prioritisation and resolution of incidents in line with agreed SLAs and contractual obligations. Monitor, measure, and report on all incident-related KPIs, identifying trends and opportunities for service improvement. Maintain strong relationships with stakeholders across the business and Thames Digital to ensure business impacts are fully understood and managed. Ensure process compliance across all resolver groups and that the Incident Management process is consistently followed across all service teams. Actively contribute to and support other ITIL-aligned service management processes including problem, change, event, capacity, continuity, and availability management. Provide timely and relevant incident communications, tailored to the appropriate audience, to ensure transparency and trust throughout the incident lifecycle. Support the automation and enhancement of the incident management process through improved tooling, reporting, categorisation, and knowledge sharing. Partner with the Digital Risk Lead to identify and manage risks arising from incident trends or gaps in process execution. Lead and track continual service improvement (CSI) activities, ensuring the process remains fit-for-purpose and evolves with business needs. Contribute to wider operational goals by supporting service reporting, business continuity efforts, and effective post-incident reviews. Base location – Hybrid – Clearwater Court, Reading. Working pattern – 36 hours Monday to Friday participation in a 24/7 on-call rota. What you should bring to the role ITIL v3 Foundation or ITIL 4 Foundation certification. ITIL Intermediate certification (Service Operation, OSA, or any ITIL 4 Specialist module). Experience in Incident Management within a structured ITIL/ITSM environment. Previous experience in leading or coordinating teams in a multi-vendor, offshore delivery model. Strong understanding of IT operations and service delivery within enterprise environments. Excellent planning, communication, and stakeholder engagement skills. Ability to influence senior stakeholders and communicate clearly at all organisational levels. Demonstrated ability to deliver service improvements and measure outcomes effectively. Familiarity with regulatory and audit requirements related to IT service management. Strong analytical and problem-solving capabilities with a customer-focused approach. Proficient in reporting and performance analysis using dashboards and service metrics. Desirable qualifications and experience ITIL v3 Intermediate – Continual Service Improvement or ITIL 4 Managing Professional certification. Chartered IT Professional (CITP) – BCS. Experience designing and measuring customer-centric process outcomes. Strong organisational skills with the ability to prioritise and deliver under pressure. Understanding of project management principles and the ITSM lifecycle or Service Value System. Experience with SLA/KPI monitoring and reporting tools. Familiarity with budget planning, business case development, or service cost analysis. What’s in it for you? Competitive salary up to £63,000 per annum, depending on experience. Annual Leave - 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays). Generous Pension Scheme through AON. Performance-related pay plan directly linked to both company and individual performance measures and targets. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance. Find out more about our benefits and perks Who are we? We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come. Learn more about our purpose and values Working at Thames Wate r Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits. If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet. Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more. We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support. When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues. Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.