Overview
Senior Incident Manager within Enterprise Services IT Operations at the UK Home Office. You will lead and drive IT Operations support for a user-base of 35,000+ Home Office users and 400+ public-facing services used by millions, contributing to strategy for industry-leading technical estate management and real-time service support.
Role supports vital national infrastructure across UK Visa & Immigration, Border Force, HMPO and policing, with focus on leveraging latest technologies, techniques and service management best practices.
Responsibilities
* Lead and manage incidents across all priority levels, with a focus on major incidents—ensuring timely communications, status updates, and adherence to emergency change protocols.
* Provide escalation support for the Service Desk and Incident Management team, including participation in the out-of-hours on-call rota.
* Conduct Post Incident Reviews, ensuring documentation is completed promptly and lessons learned are embedded into practice.
* Champion service improvement, supporting onboarding of new services, upskilling the team, and implementing enhancements to incident processes and IT support models.
* Collaborate with Problem and Change Management to support root cause analysis and change handling.
* Support team development through coaching, mentoring, and career growth initiatives within the IT Operations community.
* Maintain operational excellence by producing incident reports, managing knowledge assets, and exploring emerging technologies to improve service delivery.
What you’ll need
* Experience in a similar role within the Civil Service or other organisations.
* Experience developing and adhering to ITIL v3 / v4 service management processes and procedures.
* Experience leading large technical calls with proven stakeholder management skills.
* Strong communication and interpersonal skills with the ability to communicate professionally.
* Ability to lead and work as part of a team and engage effectively with suppliers and customers.
* Excellent analytical and problem-solving skills; strong ownership and drive to complete tasks.
* Desirable: exceptional pension (employer contribution of 28.97%), generous leave and flexible working options.
Benefits
* Exceptional pension: Employer contribution of 28.97%.
* Generous leave: 25 days annual leave (rising to 30 with service), 8 public holidays, and 1 day for the King’s Birthday.
* Flexible working: Options include full-time, part-time, compressed hours, job sharing, and a hybrid model (minimum 60% on-site).
* Learning and development: Access to training, technical accreditations, and funded qualifications (subject to approval).
* Inclusion and recognition: Diversity-friendly culture, enhanced parental leave schemes, annual bonuses, and recognition awards.
Note: This role requires SC clearance. To meet national security vetting requirements, you must typically have been resident in the UK for at least five years.
Location and type
Employment type: Full-time. Seniority level: Mid-Senior level.
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