Halfords
Incident & Resilience Lead
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Incident & Resilience Lead
About Us
Halfords is on a journey - building the future of motoring and cycling and looking for people who want to help shape what comes next. We’re a place for cocreators: people who want to make a real impact, take ownership and be part of something that’s still evolving.
Technology at Halfords is at a turning point. We’re modernising our foundations, sharpening our delivery, and ensuring every technology decision is connected to real commercial and customer outcomes.
We're looking for people who act as trusted advisors to the business, take end-to-end accountability for outcomes, and can balance pace with long-term architectural integrity. Innovation here means practical, scalable solutions, not ideas that stay on whiteboards.
Halfords operates a hybrid working policy – this position will be based 3 days per week at our support centre in Redditch, West Midlands.
About The Role
As Incident and Resilience Lead within our Technology Service and Operations team, you'll take ownership of two closely linked capabilities that are currently being built from the ground up.
This is very much a design and build role to begin with. You'll work closely with our internal teams and external partner TCS to assess what's in place, shape what good looks like, and then move into structured testing and continuous improvement. You'll be a regular presence in BCP steercos alongside the risk management team and senior business stakeholders, so the ability to engage credibly at that level is important.
If you've built incident management and resilience capability before, can point to what you've implemented and the difference it made, and are energised by establishing something properly rather than inheriting someone else's framework, this is a role where you'll have the freedom and backing to do it well.
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Key Responsibilities
- Define and own the technology incident management framework, ensuring clear processes exist for every level of incident, with structured follow-up, tracking, and continuous improvement
- Develop disaster recovery and business continuity playbooks, defining recovery objectives, service restoration sequencing, and clear roles and responsibilities for when critical incidents occur
- Design and lead resilience testing and simulation exercises, validating organisational readiness and using outcomes to drive meaningful improvements
- Work with TCS and internal technology teams to assess the current incident management process and develop it into a robust, well-governed framework
- Sit on BCP steercos alongside the risk management team, contributing to senior business continuity governance and ensuring technology resilience is properly represented
- Coordinate the organisational response during critical incidents when required, ensuring appropriate escalation, communication, and alignment across technical teams and business leadership
- Lead structured post-incident reviews, ensuring root causes are understood and lessons are captured and acted on
About You
- Proven experience building and implementing incident management and business continuity frameworks, with a clear track record of what you've delivered and the impact it had
- Strong understanding of BCP, disaster recovery, and operational resilience, with hands-on experience developing runbooks, playbooks, and recovery plans in complex environments
- Solid grounding in ITIL methodology, particularly around incident and problem management
- Experienced working with third-party delivery partners and senior stakeholders, including presenting at governance forums and business continuity steercos
- Background in a data centre, command centre, or major incident management environment is a strong advantage
- Comfortable operating in a large, complex organisation with significant ongoing change, where ambiguity is part of the landscape rather than the exception
- Familiarity with enterprise ITSM platforms such as ServiceNow is beneficial, as is experience in retail, omnichannel, or 24/7 operational environments
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Reward & Benefits
- A fair and competitive salary evaluated against market data, car allowance, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
- Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
- We offer hybrid working with a blend of working in our Support Centre and from home.
- You will have access to a wealth of employee discounts across the Halfords suite of products and services.
- Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.
Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
Note: Halfords operates a hybrid working policy – this position will be based 3 days per week at our support centre in Redditch, West Midlands.
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