Role Overview

Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV. A 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 & Capability Core Requirements Demonstrable experience managing high-severity service incidents in complex environments Familiarity with structured service management approaches and frameworks Experience working across multiple sectors or client types Practical knowledge of service management systems and tooling Proficiency with common workplace collaboration and productivity platforms Strong written and verbal communication skills, including documentation Awareness of how incident handling links to root cause analysis and longer-term resolution activities Personal Attributes Ability to remain calm and decisive in time-critical situations Effective team leadership and people management skills Confidence engaging with a wide range of stakeholders Logical and analytical approach to problem solving Focus on ongoing improvement and operational efficiency Key Accountabilities Provide leadership to a team responsible for managing critical service events Oversee the progression of incidents through to resolution in line with agreed expectations Act as a senior escalation point for complex or high-priority issues Produce regular insights and reporting on performance and incident trends Maintain and improve operational processes and supporting documentation Identify and implement opportunities to enhance service delivery Support, coach, and develop team members Work collaboratively xehkeey with other functions to resolve issues effectively Communicate clearly with senior stakeholders during major service disruptions Monitor and improve quality, consistency, and team performance Assess future capability needs and support skills development Build understanding of wider services and operational dependencies Ways of Working Maintain a strong focus on service reliability and user impact Communicate effectively during high-pressure situations Seek opportunities to refine and improve operational processes Promote collaboration across teams and functions Encourage a supportive, inclusive, and accountable team culture