IT Incident Manager Location: Central London Salary: £38,000 to £40,000 Job Type: Permanent Take the lead when it counts most — keep services running and stakeholders confident! Are you an experienced IT Incident Manager looking for a new challenge in a fast-paced and high-impact environment? This is a rare opportunity to step into a newly created role and work directly alongside the Head of Operations, managing major incidents across a complex IT infrastructure. Our client, a well-established organisation in Central London, is expanding their internal IT team and seeking a calm, capable and experienced professional to ensure high-priority incidents are handled efficiently and professionally. Your ability to manage communication, coordinate resolution, and maintain service continuity will be absolutely key. The Role: • Lead and manage high-priority and major incidents from initiation to resolution • Coordinate cross-functional IT teams to restore services quickly • Maintain ownership of the incident lifecycle and ensure SLAs are met • Act as the central communication point during live incidents • Provide clear, real-time updates to stakeholders at all levels • Drive post-incident reviews, root cause analysis and long-term fixes • Monitor incident trends and work on continuous service improvement • Maintain robust incident logging and documentation About You: • Previous experience as an IT Incident Manager or Major Incident Lead • Confident under pressure with excellent coordination and leadership skills • Strong communication skills – able to speak clearly with technical and non-technical audiences • Knowledge of ITIL frameworks and best practices • Experience working in complex or enterprise IT environments Bonus Points For: • ITIL certification • Experience in regulated or high-availability environments • Exposure to automation or service improvement projects Why Join? • Newly created, high-visibility position • Influence the future of IT operations and service delivery • Friendly and collaborative culture • Real opportunity to shape best practice What You Need to Do Now: If this sounds like the role for you, don’t wait - apply today with your up-to-date CV! If it’s not quite right for you but you know someone perfect, refer them to us and receive a £100 voucher when they’re placed and pass their probation period (terms apply). Visit our website to read more about our Double the Reward scheme in our blog. Due to the high number of applications, if you have not heard from us within 48 hours, please assume your application has been unsuccessful. A little more about us: We are Top Flight Recruitment Ltd (trading as Uxbridge Employment Agency and Windsor Employment Agency), and act as an Employment Agency when advertising permanent roles and as an Employment Business when advertising temporary or contract roles. All vacancies are advertised with written instruction from our clients. Where salaries or rates of pay are quoted, the nature of the work, location, and minimum experience, training or qualifications required are stated within the advert. We never charge fees to work-seekers, and all recruitment is carried out in line with the Conduct of Employment Agencies and Employment Businesses Regulations 2003. We take your privacy seriously. Please see our website for our full Data Privacy Notice. Keywords: IT Incident Manager, Major Incident Manager, ITIL, Service Management, Operations Support, Infrastructure Support, Incident Response, Service Desk Lead, London