Vacancy NameIncident Manager Vacancy NoVN1118 Job TypePermanent LocationHatfield Job Details
Incident Manager
Contract type:Permanent
Location: Sunderland (Hybrid working - 3 days in the office)
Working hours per week:40 hours
Level:Manager
Application Closing Date:Friday 7th November 2025
About us
Our mission is to deliver joy in every shop, through unbeatable choice, unrivalled service, and reassuringly good value.
We’re Ocado Retail, a market-leading joint venture between Ocado Group and M&S, and the world’s largest dedicated online supermarket,. Not only is Ocado.com the only place to shop a full range of M&S food online, it’s also the home to the widest online supermarket range in the UK and champion of small, independent brands. We’re also the brains behind, our same-day grocery delivery service.
About the team and the role
The Incident Manager will be based in Sunderland and will work closely with the IT Service Management team and stakeholders across the business. This is a critical role responsible for owning and driving the efficient management, escalation, and resolution of high-priority IT, E-commerce, and new stack of customer application incidents across the organisation. This role reports to the IT Service Lead and is key to establishing a mature and confident Incident Management process.
What you’ll do
Incident Ownership and Drive Resolution:
1. Take ownership of all High priority incidents.
2. Drive the incident process through escalation and resolution, ensuring swift restoration of service.
3. Serve as the end-state owner for critical incidents to ensure fulfillment and successful resolution.
4. Escalate issues with external partners as needed, especially if delays or a lack of traction are encountered.
5. Work closely with the Service Delivery Manager’ to manage and prevent persistent P2 issues from escalating or "festering".
6. On-Call: Participate in a on-call rotation to manage out-of-hours major incidents.
Incident Communication and Stakeholder Management:
7. Manage all internal and external communication for critical incidents to ensure high visibility and context for all stakeholders, including senior leadership.
8. Initiate communication channels for P0/P1 incidents, inviting all relevant parties.
9. Provide regular updates to stakeholders on progress and resolution efforts.
Problem Management and Continuous Improvement:
10. Oversee the Problem Management process for recurring issues, specifically for any trend of three or more related incidents (3+=Problem Record).
11. Ensure that a PMIR is completed after resolution of a major incident.
12. Identify and advocate for CSI plans to address underlying issues and prevent recurrence.
Process Development and Governance:
13. Develop, model, and refine the Incident Management process, to establish robust use cases and a final, permanent process.
14. Contribute to regular governance meetings by reviewing service incidents and providing reports on platform stability and performance to senior management.
Training and Mentorship:
15. Offer a developmental pathway for other support roles into Incident Management, emphasising triaging and understanding processes beyond standard playbooks.
Who you are
16. Proven experience in an Incident Management role, preferably in a high-velocity, live trading environment.
17. Strong knowledge and experience applying the ITIL framework for Incident and Problem Management.
18. Exceptional communication and stakeholder management skills, with the ability to clearly manage and direct high-pressure, cross-functional incident response.
19. Ability to think quickly and maintain confidence and clarity in high-stress situations.
20. Experience or comfort with an on-call model for true out-of-hours coverage is beneficial.
21. Understanding of key support systems and applications, including Fresh Service (or similar ITSM tools), Salesforce/Google, and E-commerce platforms.
What’s in it for you
By joining Ocado Retail, you’ll have the chance to experience life at the world’s largest online retailer, work with an amazing bunch of people who challenge what’s possible each day, and grow your skills and career in online retail.
If that’s not enough to tempt you, you’ll also get access to loads of great benefits to sweeten the deal. Here’s a taste of what we offer:
Health & Wellbeing: Healthcare Cash Plan with the option to add your family, Digital GP appointments, market-leading family policies, mental health support, discounted gym memberships, dental insurance, and more.
Spend & Save: Recognition with reward platform, up to 7% matched pension contributions, 15% Ocado discount, 20% M&S discount
Never miss the moments that matter: The holiday year runs from September 1st to August 31st. In each complete holiday year, you are entitled to 30 days of paid holiday, plus Christmas Day, Boxing Day and New Year’s Day (unless Ocado Retail decides to declare them as working days, in which case employees will be given a day off in lieu). All other bank holidays are treated as normal working days.
Our Hiring Process
Lucky for us, we receive a high volume of applications and genuinely appreciate the time and effort invested by every candidate. To ensure a fair and thorough process, every application is reviewed by a member of our team. If your skills and experience are a strong match, a Talent Partner will contact you to discuss the role and guide you through the next steps of our hiring process.
Your Application and AI
In the spirit of innovation, we welcome you to use AI tools in your application, just as we use them in our own business at Ocado Retail. However, as you leverage this technology, please don't lose sight of the most important element: your unique self. Your experiences, passions, and personality are what truly set you apart. Ensure that your application still authentically conveys who you are and why you're a great fit for us.
Everyone’s welcome
We’re an equal opportunity employer. That means that we make sure all potential colleagues are treated fairly and equally. If you require reasonable adjustments during the recruitment process, please let us know on the application form.