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- Tasks: Lead high-priority incidents, ensuring swift service restoration and effective communication.
- Company: Cantium Business Solutions provides essential IT and back-office services to public sector organisations.
- Benefits: Enjoy a £40,000 salary, 25 days annual leave, life assurance, and wellness perks.
- Why this job: Make impactful decisions, drive improvements, and be part of a rapidly growing company with social impact.
- Qualifications: Level 4/5 qualification or equivalent experience; ITIL Foundation certification preferred.
- Other info: Join a diverse team committed to inclusion and professional growth.
The predicted salary is between 32000 - 48000 £ per year.
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Lead the charge when it matters most. Own major incidents, steer teams under pressure, and keep services running. Be the calm in the chaos and be the reason it doesnt happen again.
Location:
Salary/package
Contract type:
Hours
This is a fantastic opportunity to take ownership of high-impact incidents at a senior level, where your decisions will be directly protecting critical services. You\’ll lead under pressure and drive real change.
Who we are
Cantium Business Solutions is a specialist provider of IT and back-office services. We work with public sector organisations, schools, and commercial clients to deliver key services across IT strategy, cyber security, cloud computing, and project management. As part of the UKs largest local authority-owned trading company, Commercial Services Group Cantium , supports the essential infrastructure that enables frontline services.
Commercial Services Group (CSG) is the UKs largest local authority-owned trading company (LATCO), with over 1,800 employees and operations in more than 86 countries. CSG delivers critical services across 33 trading businesses, with specialisms in IT, HR, energy, education, legal, procurement, and more.
Why this role matters
As the primary Incident Manager, youll lead the response to high-priority incidents, make critical decisions under pressure and coordinate cross-functional teams. Your role will be key to minimising disruption, maintaining stakeholder confidence, and driving improvements that protect service performance and operational resilience.
What youll be doing
- Lead the end-to-end management of high-priority and critical incidents, ensuring fast restoration of service with minimal business impact.
- Act as the primary point of contact for senior stakeholders during incidents, delivering clear, timely and strategic communication.
- Coordinate technical and business resources to resolve incidents quickly and effectively.
- Own and continuously improve the Priority Incident Management process in alignment with ITIL best practices.
- Conduct post-incident reviews, identify root causes and trends, and collaborate with Problem Management to prevent recurrence.
- Produce executive-level incident reports and summaries.
- Work closely with the Cyber Security team to respond to sensitive or critical cyber-based incidents, following the Security Incident Response Plan (SIRP).
- Line manage the Junior Incident Manager, promoting a collaborative and accountable culture within the team.
What were looking for
- Level 4/5 qualification or equivalent professional experience.
- ITIL Foundation certification (Practitioner or Managing Professional desirable).
- Significant experience managing major/priority incidents in a fast-paced, ITIL-aligned environment.
- Familiarity with strategic business operations and risk-based decision making
- Experience in service delivery and cross-functional team leadership.
- Involvement in process improvement and governance initiatives.
- Ability to manage competing priorities and deliver high-quality results quickly.
- Analytical mindset with strong attention to detail.
- Excellent communication, negotiation, leadership and decision-making skills.
What youll get in return
- Salary of £40,000 per annum (add here if there\’s any other financial perks e.g. car allowance, bonuses etc
- 25 days annual leave, plus your birthday off
- Life assurance cover (4x salary)
- Pension scheme with 4% employer contribution
- Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme
- Volunteer days and access to a comprehensive wellbeing programme
- Tailored learning and development support with real opportunities to progress
Why CSG?
Commercial Services Group (CSG) is the UKs largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions.
We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies.
CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.
Inclusion & Accessibility
We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.
We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.
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Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Management
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Industries
Strategic Management Services
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Incident Manager employer: Cantium Business Solutions
Contact Detail:
Cantium Business Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Incident Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, especially around incident management. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to the role and its responsibilities.
✨Tip Number 2
Showcase your experience in managing high-pressure situations. Prepare specific examples of past incidents you've handled, focusing on your decision-making process and how you led teams to resolve issues effectively.
✨Tip Number 3
Network with professionals in the IT service management field. Engaging with others who have similar roles can provide insights into the company culture at Cantium Business Solutions and may even lead to referrals.
✨Tip Number 4
Research Cantium Business Solutions thoroughly. Understand their services, clients, and recent projects. This knowledge will allow you to tailor your discussions during interviews and show that you're genuinely interested in contributing to their mission.
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in incident management and ITIL practices. Use specific examples that demonstrate your ability to lead under pressure and manage high-priority incidents.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and how your skills align with the responsibilities outlined in the job description. Mention your experience with cross-functional teams and your approach to process improvement.
Highlight Relevant Qualifications: Clearly state your Level 4/5 qualifications or equivalent professional experience, as well as your ITIL Foundation certification. This will show that you meet the essential criteria for the role.
Showcase Leadership Skills: Emphasise your leadership and decision-making skills in your application. Provide examples of how you've successfully managed teams during critical incidents and how you've contributed to a collaborative culture.
How to prepare for a job interview at Cantium Business Solutions
✨Demonstrate Your Calm Under Pressure
As an Incident Manager, you'll need to show that you can remain composed during high-pressure situations. Prepare examples from your past experiences where you successfully managed a crisis or resolved a major incident, highlighting your decision-making process and the outcomes.
✨Showcase Your ITIL Knowledge
Since the role requires familiarity with ITIL best practices, be ready to discuss your ITIL Foundation certification and any relevant experience. Explain how you've applied ITIL principles in previous roles, particularly in managing incidents and improving processes.
✨Communicate Clearly and Effectively
Effective communication is key in this role, especially when liaising with senior stakeholders. Practice articulating complex technical information in a clear and concise manner, and prepare to discuss how you would keep stakeholders informed during an incident.
✨Highlight Your Leadership Skills
As you'll be leading cross-functional teams, it's important to demonstrate your leadership abilities. Share examples of how you've motivated teams, resolved conflicts, and driven improvements in service delivery. Emphasise your experience in managing junior staff and fostering a collaborative culture.
