Do you thrive on resolving complex IT issues quickly, calmly, and efficiently?
Are you motivated by improving processes and driving continuous service excellence?
Can you balance technical understanding with strong client-focused communication when it matters most?
We're looking for an experienced Incident Manager to own the full incident lifecycle from detection to resolution and review. You'll be the trusted lead during service-impacting events, ensuring minimal disruption while delivering clear, credible communication to clients and senior stakeholders.
Grounded in ITIL best practice and supported by strong technical understanding, you'll work closely with engineering teams, drive continuous improvement, and play a key role in protecting service quality across ASK4.
This is a hybrid role based in Sheffield, you must be able to travel into the Sheffield office 2-3 days per week.
What You'll Do
Own and govern the end-to-end incident management process, ensuring SLA adherence.
Lead major incidents: chair bridge calls, coordinate technical teams and provide timely stakeholder updates.
Drive effective escalation based on impact and urgency.
Conduct Post-Incident Reviews and Root Cause Analysis to prevent recurrence.
Deliver insightful reporting and trend analysis to senior leadership.
Maintain runbooks, playbooks and incident documentation.
Support business continuity and disaster recovery planning.
Champion continuous improvement, automation and service excellence.
Build trusted relationships with clients across multiple time zones.
Our ideal candidate will have:
Proven Incident Management experience within an IT service or managed services environment.
Strong ITIL knowledge (ITIL v4 Foundation required).
Experience leading major incident response under pressure.
Excellent stakeholder communication skills, technical and non-technical.
Strong analytical skills with RCA experience.
Knowledge of ITSM tools (e.g. Zendesk or similar).
Solid technical understanding (networks, DNS, DHCP, Wi-Fi, firewalls, ISP platforms).
Calm, structured and client-focused approach.
Desirable: Advanced ITIL certification, multilingual skills (Spanish/French), ISO knowledge, experience in ISP/telecoms, property tech or student accommodation environments.