Operations & Incident Manager (IT)

TL;DR

Operations & Incident Manager (ITSM): Overseeing critical service operations and major incident management for an enterprise-scale technical environment with an accent on SLA compliance, operational performance, and team leadership. Focus on coordinating major incident responses, conducting root cause analysis, and driving continuous service improvement.

Location: 5 days on site in Wakefield

Salary: £50,000 - £65,000

Company

A leading technology-driven organisation operating within enterprise-scale operational environments.

What you will do

• Lead and manage two operational teams, driving performance, accountability, and professional development.
• Oversee the end-to-end incident and ticket lifecycle to ensure strict SLA compliance.
• Coordinate and lead major incident response activities to minimise business disruption and customer impact.
• Conduct Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) to implement preventative actions.
• Monitor and report on operational KPIs including MTTR, incident trends, and service quality metrics.
• Collaborate with internal technical teams and third-party suppliers to ensure operational continuity.

Requirements

• Proven experience within incident management, operations management, or ITSM environments.
• Strong leadership experience managing multiple operational or technical teams.
• Expertise in SLA-driven service delivery, escalation management, and operational governance.
• Experience leading major incidents within high-pressure technical environments.
• Strong stakeholder communication skills for both technical and non-technical audiences.
• Experience within ITIL environments (ITIL certification is desirable).

Culture & Benefits

• Ongoing professional development and career progression opportunities.
• Exposure to enterprise-scale operational environments and transformation initiatives.
• Collaborative and supportive working culture.
• Opportunity to play a key role in operational strategy and service improvement.