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.
Key Responsibilities
* Provide end‑to‑end Major Incident Management for the client Group, taking ownership of incidents with significant customer, business or regulatory impact.
* Lead and coordinate Major Incident bridges, ensuring timely engagement of support teams and driving focused service restoration.
* Act as the central point of coordination for business and senior stakeholder communications during major incidents.
* Ensure Major Incidents are managed in accordance with agreed processes, governance and tooling.
* Support the wider Incident Management practice to promote consistent process adoption and best practice.
* Lead or facilitate post‑incident reviews and ensure effective handover into Problem Management, including capture of actions and learning.
* Accurately manage Major Incident records, timelines and reporting within ServiceNow.
* Provide 24x7 out‑of‑hours Major Incident cover on a rota basis.
* Additional detailed performance objectives will be set by your manager.
Specific Skills
* Proven experience performing the Major Incident Manager role within a complex, regulated or enterprise environment.
* Strong leadership and coordination skills, with the ability to take control of high‑pressure incident situations.
* Excellent verbal and written communication skills, including experience briefing senior stakeholders and business leaders.
* Sound understanding of Incident, Major Incident and Problem Management processes and best practice.
* Ability to analyse complex technical and operational situations quickly and drive effective decision‑making.
* Confidence working across multiple technical and business teams to achieve service restoration outcomes.
* Strong organisational skills, with attention to detail in incident records, timelines and follow‑up actions.
* Experience using ServiceNow (or equivalent ITSM tooling) to manage and report on major incidents.
* 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.
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