Incident Manager - 12 month FTC in London

Department: COO (Chief Operating Office)

Salary: £70,000 - £80,000 per annum plus benefits

Contract: Fixed Term Contract

Hours: Full-time (we’re happy to discuss flexible working arrangements)

Location: Stratford, London Office-based with high flexibility (typically 2 days per week in the office)

Closing date: 12 July 2026 at 23:59

Visa sponsorship: You must be eligible to work in the UK to apply for this vacancy. Cancer Research UK is not able to offer visa sponsorship.

Responsibilities

• Implement and embed a formalised incident management process across CRUK, aligned to our defined framework to ensure consistent, effective, and timely response to incidents.
• Own and operate the end‑to‑end incident management lifecycle, ensuring timely detection, triage, escalation, resolution and closure of all technology incidents.
• Establish and embed a formal problem management process, identifying underlying root causes, recurring failures, control weaknesses and systemic risks and tracking them to resolution.
• Implement and maintain incident response SLAs across all priority tiers, with regular reporting against defined metrics to Technology leadership.
• Manage Major Incident calls, providing clear command and coordination across Bronze, Silver and Gold incident response teams in line with CRUK's defined framework.
• Ensure all incidents are logged, categorised, prioritised and tracked through to closure in the ITSM toolset, with accurate and complete records maintained.
• Lead the implementation of ITIL‑aligned incident and problem management practices, adapting frameworks pragmatically to CRUK's operational context.
• Identify and close gaps in current incident management capability as identified in the CRUK Incident Response Plan, including documentation, templates, playbooks and escalation paths.
• Drive meaningful behaviour change across Technology, cultivating a culture where incident response is seen as a shared organisational responsibility, not a reactive burden.
• Design and deliver targeted role‑based training and socialisation for Bronze, Silver and Gold team members, ensuring accountability is formally accepted and understood at each level.
• Act as a credible and trusted advisor to senior stakeholders on incident management maturity, surfacing risk and progress with clarity and confidence.

Qualifications

• Proven experience in an Incident Manager or Major Incident Manager role, with direct accountability for incident resolution and process ownership.
• Strong working knowledge of ITIL frameworks, with demonstrable experience applying them in practice, ITIL 4 Foundation certification (or above) required.
• Experience designing and embedding problem management processes in complex, multi‑team technology environments.
• Demonstrated ability to lead behaviour change and embed new ways of working across organisations, including building stakeholder buy‑in at senior levels.
• Confident communicator with the ability to remain composed and authoritative under pressure during live major incidents.
• Experience producing governance‑quality documentation: SLA frameworks, incident reports, PIRs, escalation matrices and playbooks.
• Comfortable working across both cyber/security and IT service management incident contexts.

Benefits

We offer a generous benefits package, including a substantial retirement plan, a generous and flexible leave allowance, discounts on travel, technology, gym membership, and more. We also provide a wide range of career and personal development opportunities and high‑quality tools, policies and processes to support you in your role. We actively encourage applications from people of all backgrounds and cultures and particularly from ethnic minority backgrounds. We are committed to providing an inclusive, equitable and supportive workplace for all employees‑in‑all‑stages.