Job Title: Incident Management Specialist/Incident Management Manager
Duration: 3 months with possibility for extension
Location:Coventry
Office requirement: Initially 2-3 days onsite in a week, after that flexible for once per week onsite.
Description:
Key Responsibilities:
1. Provide end‑to‑end Major Incident Management for the client Group, taking ownership of incidents with significant customer, business or regulatory impact.
2. Lead and coordinate Major Incident bridges, ensuring timely engagement of support teams and driving focused service restoration.
3. Act as the central point of coordination for business and senior stakeholder communications during major incidents.
4. Ensure Major Incidents are managed in accordance with agreed processes, governance and tooling.
5. Support the wider Incident Management practice to promote consistent process adoption and best practice.
6. Lead or facilitate post‑incident reviews and ensure effective handover into Problem Management, including capture of actions and learning.
7. Accurately manage Major Incident records, timelines and reporting within ServiceNow.
8. Provide 24x7 out‑of‑hours Major Incident cover on a rota basis.
9. Additional detailed performance objectives will be set by your manager.
Specific Skills:
10. Proven experience performing the Major Incident Manager role within a complex, regulated or enterprise environment.
11. Strong leadership and coordination skills, with the ability to take control of high‑pressure incident situations.
12. Excellent verbal and written communication skills, including experience briefing senior stakeholders and business leaders.
13. Sound understanding of Incident, Major Incident and Problem Management processes and best practice.
14. Ability to analyse complex technical and operational situations quickly and drive effective decision‑making.
15. Confidence working across multiple technical and business teams to achieve service restoration outcomes.
16. Strong organisational skills, with attention to detail in incident records, timelines and follow‑up actions.
17. Experience using ServiceNow (or equivalent ITSM tooling) to manage and report on major incidents.
18. Flexibility to participate in an on‑call rota and respond effectively outside normal business hours.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.