Role OverviewA senior leadership position is available within a technology operations function for an individual with strong experience in incident and service disruption management. The role involves overseeing a team responsible for handling critical service events on a continuous (24/7) basis within a centralised operational setting.The successful candidate will provide direction during high-impact service interruptions, take ownership of escalated issues, and ensure that operational responses are timely, structured, and effective.Eligibility for UK Security Check (SC) clearance is required.Experience & CapabilityCore RequirementsDemonstrable experience managing high-severity service incidents in complex environmentsFamiliarity with structured service management approaches and frameworksExperience working across multiple sectors or client typesPractical knowledge of service management systems and toolingProficiency with common workplace collaboration and productivity platformsStrong written and verbal communication skills, including documentationAwareness of how incident handling links to root cause analysis and longer-term resolution activitiesPersonal AttributesAbility to remain calm and decisive in time-critical situationsEffective team leadership and people management skillsConfidence engaging with a wide range of stakeholdersLogical and analytical approach to problem solvingFocus on ongoing improvement and operational efficiencyKey AccountabilitiesProvide leadership to a team responsible for managing critical service eventsOversee the progression of incidents through to resolution in line with agreed expectationsAct as a senior escalation point for complex or high-priority issuesProduce regular insights and reporting on performance and incident trendsMaintain and improve operational processes and supporting documentationIdentify and implement opportunities to enhance service deliverySupport, coach, and develop team membersWork collaboratively with other functions to resolve issues effectivelyCommunicate clearly with senior stakeholders during major service disruptionsMonitor and improve quality, consistency, and team performanceAssess future capability needs and support skills developmentBuild understanding of wider services and operational dependenciesWays of WorkingMaintain a strong focus on service reliability and user impactCommunicate effectively during high-pressure situationsSeek opportunities to refine and improve operational processesPromote collaboration across teams and functionsEncourage a supportive, inclusive, and accountable team cultureJBRP1_UKTJ