Job Title: Incident Manager Location: Bedford, UK (Sometimes Onsite) Clearance Required: DV Cleared - Mandatory Employment Type: 6 months Contract Join Our High Touch Operations Team We're seeking a dedicated and experienced Incident Manager (High Touch Operations Manager (HTOM)) to join our London-based team. This is a key customer-facing role supporting a High Touch Technical Support (HTTS) programme for strategic accounts. If you're passionate about customer experience and thrive in high-pressure environments, we'd love to hear from you. What You'll Be Doing: Manage and support the delivery of the High Touch Technical Support programme to major customers Ensure follow-up and closure of critical incidents, providing consistent updates and resolution progress Monitor service alerts and new support cases, driving them to resolution Act as a key liaison between internal teams and customers, ensuring smooth communication and issue management Use collaboration tools (phone, email, video conferencing) to maintain a strong customer relationship Conduct root cause and operational analysis in collaboration with engineers and technical teams Produce reports, service-level calculations, and trend analysis Participate in and lead service review meetings with customers What We're Looking For: DV Clearance (Developed Vetting) - Required to be active Service Management experience - Required Proven incident management experience (5 years) Demonstrated conflict management skills in customer-facing environments Familiarity with ITIL frameworks (ITIL v4 Foundation desirable) Technical knowledge in networking (desirable) Experience in vendor management and working within SLA-driven environments Exposure to Lean Six Sigma methodologies is an advantage CCNA and/or Cisco Certified Support Technician (CCST) - PreferredThis is an urgent vacancy where the hiring manager is shortlisting for an interview immediately. Please apply with a copy of your CV or send it to raghav. Manrai @ (url removed) Randstad Technologies is acting as an Employment Business in relation to this vacancy