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- Tasks: Lead the management of IT incidents, ensuring quick resolutions and minimal disruption.
- Company: Join Glory, a global leader in customer experience automation with over 100 years of innovation.
- Benefits: Enjoy a vibrant workplace, opportunities for growth, and a focus on employee well-being.
- Why this job: Be part of a transformative team driving cutting-edge technology and making a global impact.
- Qualifications: Bachelor's degree in IT or related field; ITIL certification required; experience in incident management preferred.
- Other info: Work in a collaborative environment with diverse teams across the globe.
The predicted salary is between 36000 - 60000 £ per year.
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Description
In this newly created position, the IT Incident Manager is responsible for overseeing the end-to-end management of IT incidents, including major incidents ensuring timely resolution and minimal disruption to business operations. This role acts as the central point of coordination for all high-priority / Major incidents (P1/P2), driving root cause analysis, stakeholder communication, and continuous improvement. The IT Incident Lead works closely with resolver teams, service desk staff, and third-party vendors to ensure incidents are resolved within agreed service levels and that lessons learned are captured and acted upon.
- Lead the incident management process for all major and high-impact incidents.
- Coordinate cross-functional teams to ensure rapid resolution and service restoration.
- Act as the primary point of contact for incident escalation and communication, ensuring timely updates to customers and stakeholders.
- Ensure accurate and timely incident reporting, including post-incident reviews, lessons learned reports, and documentation.
- Collaborate with the Service Delivery Director to ensure adherence to agreed SLAs and performance KPIs of our third party vendor services.
- Maintain and improve the incident management process in alignment with ITIL best practices.
- Monitor incident trends and proactively identify & report areas for improvement.
- Collaborate with Problem Management to ensure root causes are addressed and mitigated.
- Provide regular updates to senior stakeholders and business units during major incidents.
- Support the development and delivery of incident management training and awareness.
- Ensure compliance with SLAs, OLAs, and regulatory requirements.
- Experience in successfully navigating complex, matrix organizations, as well as working with an off shored Support function
- Ability to prioritize multiple incidents and coordinate multi discipline engineering teams
- Good administration skills and understanding of various ITSM tools for incident logging and knowledge base
Description
In this newly created position, the IT Incident Manager is responsible for overseeing the end-to-end management of IT incidents, including major incidents ensuring timely resolution and minimal disruption to business operations. This role acts as the central point of coordination for all high-priority / Major incidents (P1/P2), driving root cause analysis, stakeholder communication, and continuous improvement. The IT Incident Lead works closely with resolver teams, service desk staff, and third-party vendors to ensure incidents are resolved within agreed service levels and that lessons learned are captured and acted upon. Key Responsibilities
- Lead the incident management process for all major and high-impact incidents.
- Coordinate cross-functional teams to ensure rapid resolution and service restoration.
- Act as the primary point of contact for incident escalation and communication, ensuring timely updates to customers and stakeholders.
- Ensure accurate and timely incident reporting, including post-incident reviews, lessons learned reports, and documentation.
- Collaborate with the Service Delivery Director to ensure adherence to agreed SLAs and performance KPIs of our third party vendor services.
- Maintain and improve the incident management process in alignment with ITIL best practices.
- Monitor incident trends and proactively identify & report areas for improvement.
- Collaborate with Problem Management to ensure root causes are addressed and mitigated.
- Provide regular updates to senior stakeholders and business units during major incidents.
- Support the development and delivery of incident management training and awareness.
- Ensure compliance with SLAs, OLAs, and regulatory requirements.
- Experience in successfully navigating complex, matrix organizations, as well as working with an off shored Support function
- Ability to prioritize multiple incidents and coordinate multi discipline engineering teams
- Good administration skills and understanding of various ITSM tools for incident logging and knowledge base
Skills, Knowledge & Expertise
REQUIRED EDUCATION AND QUALIFICATIONS Education Level
- Bachelors degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification (v3 or v4) required; Intermediate or Expert level preferred.
- Additional certifications in service management or technical disciplines are a plus
REQUIRED SKILLS AND COMPETENCIES
- Good experience in IT service operations or incident management roles.
- Proven experience managing high-severity incidents in complex IT environments.
- Strong understanding of ITIL processes, especially Incident, Problem, and Change Management.
- Excellent communication and stakeholder management skills.
- Ability to remain calm under pressure and make sound decisions quickly.
- Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Strong analytical and problem-solving skills.
- Ability to lead and influence cross-functional teams without direct authority.
- Experience in a 24/7 operational support environment
- Ability to collaborate, build credibility, and establish good working relationships with leaders across functions to ensure solid partnership and alignment
- Customer-centric attitude and focus on providing best-in-class service for customers
- Resilient and adaptable to changing circumstances
About GLORY Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glorys people are transforming our customers businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. Thats a reputation weve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, its our people who are driving our successes.
Why Join Us Here at Glory, our ambitions are as big as yours. And thats why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. Thats because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, youll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.
Glory Values The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.
- Customer Delight. We put our customers first.
- Integrity. We do the right thing, always.
- Innovation. We embrace new challenges and share the future.
- Speed. We move fast, thats how we stay ahead.
- Diversity & Respect. We value the strength in our differences.
- Teamwork. We succeed together.
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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
Information Technology
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Industries
Strategic Management Services
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IS Incident Manager employer: Fiduciary Management Group
Contact Detail:
Fiduciary Management Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IS Incident Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, especially around Incident Management. Understanding these principles will not only help you in the interview but also demonstrate your commitment to maintaining high service levels.
✨Tip Number 2
Network with professionals in the IT incident management field. Engaging with others who are already in similar roles can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've managed high-severity incidents in the past. Being able to articulate your experience with real-life scenarios will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends in IT service management tools like ServiceNow or BMC Remedy. Showing that you're knowledgeable about current technologies can give you an edge in the selection process.
We think you need these skills to ace IS Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT incident management and showcases your understanding of ITIL processes. Use specific examples that demonstrate your ability to manage high-severity incidents and coordinate cross-functional teams.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the IS Incident Manager role at Fiduciary Management Group. Mention how your skills align with their requirements, particularly your experience with ITSM tools and stakeholder communication.
Highlight Relevant Certifications: Clearly list your ITIL Foundation certification and any additional service management or technical certifications. This will show your commitment to professional development and your expertise in incident management.
Showcase Problem-Solving Skills: Provide examples in your application that illustrate your analytical and problem-solving abilities. Discuss specific incidents you've managed, the challenges faced, and how you successfully resolved them while maintaining service levels.
How to prepare for a job interview at Fiduciary Management Group
✨Understand the Incident Management Process
Make sure you have a solid grasp of the incident management process, especially in relation to ITIL best practices. Be prepared to discuss how you've applied these principles in previous roles and how they can be beneficial in the new position.
✨Demonstrate Stakeholder Communication Skills
Since this role involves acting as the primary point of contact for incident escalation, showcase your communication skills. Prepare examples of how you've effectively communicated with stakeholders during high-severity incidents, ensuring timely updates and clear information flow.
✨Showcase Your Analytical Skills
Highlight your ability to analyse incident trends and identify areas for improvement. Be ready to discuss specific instances where your analytical skills led to successful incident resolution or process enhancements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities under pressure. Think of past experiences where you had to coordinate cross-functional teams to resolve major incidents quickly and efficiently, and be ready to share those stories.