Proactive.IT Appointments Ltd.
Incident Manager
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🚨 Head of Command Centre & Incident Management
đź“Ť Hybrid | UK
Our client is looking to appoint an experienced Head of Command Centre & Incident Management to lead their UK Command Centre function.
This is a senior technology operations leadership role, with responsibility for ensuring the rapid restoration of technology services during major incidents, minimising business disruption and driving continuous improvement across the wider IT estate.
You’ll lead and develop a team of Incident Management professionals, providing strategic direction and operational oversight while acting as the key point of coordination during high-priority technology incidents.
The role will involve working closely with technical teams and senior business stakeholders, including executive leadership, so strong communication, leadership and decision-making skills are essential.
Key Responsibilities
- Lead and develop the UK Command Centre and Incident Management team.
- Take overall accountability for the management and restoration of critical technology services during major incidents.
- Coordinate technical teams to drive rapid service recovery and minimise business impact.
- Chair major incident bridge calls, coordinating actions and ensuring effective communication throughout the incident lifecycle.
- Provide clear, timely updates to senior leadership and executive stakeholders.
- Produce incident reports, post-incident reviews and executive-level communications.
- Make time-critical decisions during major incidents to support business continuity and service restoration.
- Analyse incident trends and operational metrics to identify opportunities for improvement.
- Work closely with technology teams, business stakeholders and third-party suppliers.
- Lead operational change and service improvement initiatives through to successful delivery.
- Oversee resource planning and capacity across the Command Centre function.
- Drive the adoption of industry best practice and continually improve Incident Management capabilities.
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About You
Our client is looking for an experienced Technology Operations leader with a strong background in Major Incident Management, Service Operations or Command Centre leadership within a complex enterprise environment.
You’ll ideally have:
- Proven experience leading Major Incident Management or Command Centre teams.
- Strong knowledge of IT Service Management (ITSM), particularly ITIL.
- Experience managing high-severity incidents across enterprise infrastructure and business-critical applications.
- Excellent leadership and senior stakeholder management skills.
- Strong decision-making ability under pressure.
- Excellent written and verbal communication skills, including experience engaging executive stakeholders.
- Experience using operational data and metrics to drive continuous improvement.
- A track record of delivering operational change and service improvement initiatives.
- The ability to remain calm, organised and decisive in fast-paced, high-pressure situations.
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The role may involve participation in an on-call rota and occasional out-of-hours support, including evenings and weekends, for major incident response.
If you're an experienced technology operations leader with a strong background in Major Incident Management or Command Centre leadership, this could be an excellent opportunity to take ownership of a critical function within a complex technology environment.
đź“© Interested? Get in touch to find out more.
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