At a Glance
- Tasks: Lead IT incident management and ensure swift resolution of critical issues.
- Company: Join a dynamic superbrand focused on innovation and exceptional customer experience.
- Benefits: Enjoy hybrid work, competitive salary, and comprehensive training opportunities.
- Other info: Be part of a global team dedicated to continuous improvement and customer care.
- Why this job: Make a real impact in a collaborative environment while developing your leadership skills.
- Qualifications: Experience in IT incident management and strong leadership abilities required.
The predicted salary is between 50000 - 60000 £ per year.
Contract Type: Fixed Term
About Autoglass® and Laddaw®
We’re a recognised superbrand and we know where we’re going. We’re a business with direction and purpose and regardless of your role here, it’s about us all making a difference with real care. We never stand still. We’re relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.
Making a Difference Together.
As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We’ll support you with fantastic tools and training in an atmosphere that encourages idea contribution and collaboration working with warm, friendly and real people. If this sounds like somewhere you’ll thrive, keep reading.
Who we are
Belron UK Ltd (trading as Autoglass® and Laddaw®) are part of the global Belron® group of companies, the world's leading vehicle glass repair and replacement business. Home to 29,000 employees, Belron operates across over 40 countries and 6 continents to ensure all our customers receive the best quality service.
Our Values of Caring, Genuine, Collaborative and Driven are our DNA and underpin everything we do by shaping how we interact with our people internally, and our external partners and customers. Our purpose as one of the Belron® group of companies, is making a memorable difference with care.
Role Purpose
The IT Incident Manager acts as the central coordination point (‘air traffic controller’) for all IT incidents, ensuring end-to-end ownership, visibility, and resolution across the estate. This role is accountable for maintaining real-time awareness of all open incidents, with a particular focus on Priority (P1/P2) incidents and business-critical platforms such as Salesforce, ensuring rapid service restoration while minimising business impact.
In addition, the role is responsible for the day-to-day leadership of Application Specialists, ensuring incidents and requests are actively progressed through structured coordination, clear accountability, and disciplined follow-up.
Key Accountabilities
- Incident Oversight & Coordination
- Act as the single point of control for all incidents across IT services
- Maintain a live view of all active tickets (Priority and Standard)
- Ensure every incident has:
- A clearly defined owner
- A documented next action
- A committed resolution timeline
- Proactively identify and escalate risks to resolution timelines
- Drive momentum on all tickets, ensuring they are continuously progressed
- Aligned with Belron processes, the Incident Manager owns the overall coordination and lifecycle of incidents
- Team Leadership – Application Specialists
- Provide day-to-day management of 2 Application Specialists responsible for incident and request progression
- Set clear expectations on:
- Ticket ownership and governance
- Quality of updates and documentation
- Timeliness of actions and follow-ups
- Ensure the team:
- Proactively sets up bridge calls where required
- Actively tracks and documents actions from meetings
- Maintains full visibility of all open tickets and dependencies
- Hold team members accountable for:
- Driving incidents forward
- Chasing owners and stakeholders
- Preventing stalled or “orphaned” tickets
- Work with Collaborate and Lead management of P1 Incidents with Belron Global Major Incidents team
- Lead Management of P2 incidents, including:
- Hosting or overseeing bridge calls / war rooms
- Driving structured action tracking and follow-up
- Ensuring clear escalation paths are followed
- Maintain a tight cadence of updates during major incidents
- Ensure focus remains on rapid restoration of service
- Major incident coordination includes structured communication, escalation and bridge management across stakeholders
- Act as the Incident Lead particularly post-release / hypercare
- Ensure strong collaboration between:
- AMS support partner
- Internal Product Owners
- Business SMEs
- Drive accountability across all parties to ensure timely resolution
- Identify repeat issues and feed into problem management
- Produce and own incident reporting dashboards (e.g., ServiceNow / Power BI)
- Provide clear visibility on:
- Incident backlog and ageing
- Priority incident trends
- Call drivers and volume reduction opportunities
- Ensure reporting supports decision-making at SLT and Executive level
- Belron standards include KPI tracking, performance monitoring and stakeholder reporting
- Deliver clear, structured updates to:
- IT Leadership
- SLT and Executive teams
- Business stakeholders
- Translate technical issues into clear business impact messaging
- Ensure consistent communication standards across the team
- Lead post-incident reviews and executive summaries
- Work closely with AMS support partners and third-party vendors
- Ensure accountability across suppliers for incident resolution
- Collaborate effectively with:
- Internal IT teams
- Product Owners
- Service Desk
- Business stakeholders
- Identify trends and root causes to:
- Reduce incident volume
- Improve resolution times
- Enhance stability of Salesforce and core systems
- Drive improvements in:
- Incident management processes
- Ticket governance and quality
- Reporting and insight capability
Skills & Experience
Essential
- Proven experience in IT Incident Management (ITIL aligned)
- Experience managing Major Incidents (P1/P2)
- Strong leadership skills with experience managing or directing operational teams
- Ability to hold individuals accountable and drive outcomes across multiple stakeholders
- Experience with ITSM tools (e.g. ServiceNow)
- Strong reporting and analytical skills (Power BI or similar)
- Excellent communication skills, including executive-level presentations
Desirable
- Experience in complex integrated environments including Front and Back-office systems. (For example, Salesforce & Oracle)
- Experience working with AMS / outsourced support models
- ITIL Foundation (or higher)
Measures of Success
- Reduction in P1/P2 incident duration and frequency
- Improved MTTR (Mean Time to Resolution)
- Reduced number of stalled or ageing tickets
- Measurable reduction in incident-driven call volume
- Quality and effectiveness of incident dashboards and reporting
- Positive SLT feedback on visibility, control, and communication
- Performance and effectiveness of Application Specialists
Living Our Values
Our Values are our DNA and underpin everything we do by shaping how we interact with our people, our partners, and our customers.
Accessibility: We make every effort to make our web presence accessible to all. Upon request and consistent with applicable laws, we’ll provide reasonable accommodations to individuals who need assistance in the application/hiring process. For assistance, contact us at recruitment@belronuk.com.
Incident Manager employer: Carglass
At Autoglass® and Laddaw®, we pride ourselves on being a people-focused employer that fosters a collaborative and innovative work culture. Located in Bedford with a hybrid working model, we offer exceptional training and development opportunities, ensuring our employees can thrive while making a meaningful impact in their roles. Join us to be part of a dynamic team where your contributions are valued, and you can grow alongside a global leader in vehicle glass repair and replacement.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those already working at Autoglass® or in similar roles. A friendly chat can open doors and give you insider info on the company culture and what they really value.
✨Tip Number 2
Prepare for interviews by practising common questions related to incident management. Think about how you’d handle P1/P2 incidents and be ready to share examples from your past experiences. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for continuous improvement! Be ready to discuss how you've identified trends or root causes in previous roles and what steps you took to enhance processes. This aligns perfectly with our values of being driven and innovative.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and making a difference together.
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in IT Incident Management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Leadership Skills:Since this role involves managing a team, don’t forget to mention any leadership experiences you've had. We want to see how you can drive outcomes and hold individuals accountable.
Be Clear and Concise:When writing your application, keep it straightforward. Use bullet points where possible and make sure your key achievements stand out. We appreciate clarity and directness!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Carglass
✨Know Your Incident Management Stuff
Make sure you brush up on ITIL principles and incident management best practices. Be ready to discuss your experience with P1/P2 incidents and how you've successfully managed them in the past. This shows you're not just familiar with the theory but have practical knowledge too.
✨Showcase Your Leadership Skills
As an Incident Manager, you'll be leading a team. Prepare examples of how you've effectively managed teams before, especially in high-pressure situations. Highlight your ability to hold team members accountable and drive outcomes, as this is crucial for the role.
✨Communicate Clearly and Confidently
Practice translating technical jargon into clear business impact messages. During the interview, demonstrate your communication skills by explaining complex concepts simply. This will show that you can effectively communicate with both technical teams and executive stakeholders.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions where you'll need to demonstrate your problem-solving skills. Think about past incidents you've managed and how you approached them. Be prepared to discuss what you learned and how you would improve processes moving forward.
