Proactive.IT Appointments Ltd.
Incident Manager
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Head of Command Centre & Incident Management
Hybrid
We are seeking an experienced and highly motivated Head of Command Centre & Incident Management to lead our UK Command Centre function. This is a critical leadership role responsible for ensuring the rapid restoration of technology services during major incidents, minimising business disruption, and driving operational excellence across the IT estate.
You will lead a team of Incident Management professionals, providing strategic direction and operational oversight while acting as the central point of coordination during high-priority service disruptions. The role requires exceptional communication skills, with the ability to confidently engage both technical teams and senior business stakeholders, including executive leadership.
This position may require participation in an on-call rota and occasional work outside standard business hours, including evenings and weekends, to support major incident response.
Key Responsibilities
- Lead and develop the UK Command Centre and Incident Management team, ensuring high performance and continuous improvement.
- Act as the primary point of 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 during service disruptions.
- Chair technical and management bridge calls, assigning actions, tracking progress, and ensuring effective communication throughout the incident lifecycle.
- Produce timely incident reports, post-incident summaries, and executive-level communications for stakeholders.
- Communicate complex technical information clearly and effectively to both technical and non-technical audiences.
- Provide regular updates to senior leadership on incident status, business impact, and recovery activities.
- Make informed, time-critical decisions during major incidents to support business continuity and service restoration.
- Analyse incident trends, including frequency, duration, categorisation, prioritisation, and resolution metrics, to identify opportunities for service improvement.
- Collaborate closely with technology teams, business stakeholders, and third-party suppliers to investigate and resolve complex technical issues.
- Apply specialist knowledge to monitor, assess, and improve operational processes, tools, and technologies.
- Ensure technology solutions align with business objectives while maintaining a pragmatic and integrated approach to service delivery.
- Lead operational and technology improvement initiatives through to successful completion, ensuring delivery against agreed objectives, budgets, and timelines.
- Influence the prioritisation of technology initiatives, balancing business needs, operational risk, and strategic objectives.
- Oversee resource planning and workforce capacity to ensure effective support coverage across the Command Centre function.
- Stay informed of emerging technologies, industry best practices, and operational trends to continually enhance Incident Management capabilities.
- Undertake additional responsibilities as required to support the wider Technology Operations function.
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About You
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You'll be 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 bring:
- Proven experience leading Major Incident Management or Command Centre teams.
- Strong knowledge of IT Service Management (ITSM) frameworks, particularly ITIL.
- Experience managing high-severity incidents across enterprise infrastructure and business-critical applications.
- Excellent leadership, stakeholder management, and decision-making skills under pressure.
- Outstanding written and verbal communication skills, with experience engaging executive stakeholders.
- Strong analytical skills with experience using operational metrics to drive continuous improvement.
- Experience leading operational change, service improvement initiatives, and cross-functional projects.
- The ability to prioritise effectively and remain calm in fast-paced, high-pressure environments.
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