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- Tasks: Lead operational teams and manage incident responses in a fast-paced tech environment.
- Company: Join a leading technology-driven organisation focused on service excellence.
- Benefits: Competitive salary, ongoing professional development, and a supportive culture.
- Other info: Great career progression opportunities in a collaborative environment.
- Why this job: Make a real impact on operational strategy and service improvement.
- Qualifications: Experience in incident management and strong leadership skills required.
The predicted salary is between 50000 - 65000 £ per year.
A leading technology-driven organisation is seeking an experienced Operations & Incident Manager to oversee critical service operations, major incident management, and operational performance across multiple teams. This role offers the opportunity to work within a fast-paced, customer-focused environment where service reliability, operational excellence, and continuous improvement are key priorities.
Responsibilities:
- Lead and manage two operational teams, driving performance, accountability, and professional development.
- Oversee the end-to-end incident and ticket life cycle, ensuring SLA compliance and efficient service delivery.
- Act as a point of contact during incidents, providing clear stakeholder communication and escalation management.
- Coordinate and lead major incident response activities to minimise business disruption and customer impact.
- Manage workload prioritisation, operational capacity, and resource planning across teams.
- Conduct Post-Incident Reviews and Root Cause Analysis, implementing corrective and preventative actions.
- Drive operational process improvements, automation initiatives, and service optimisation strategies.
- Monitor and report on operational KPIs including MTTR, incident trends, backlog management, and service quality metrics.
- Collaborate with internal technical teams, customer-facing departments, and third-party suppliers to ensure operational continuity.
Requirements:
- Proven experience within incident management, operations management, or IT service management environments.
- Strong leadership experience managing multiple operational or technical teams.
- Excellent knowledge of SLA-driven service delivery, escalation management, and operational governance.
- Experience leading major incidents within high-pressure technical environments.
- Strong stakeholder communication skills with the ability to engage technical and non-technical audiences.
- Demonstrated experience conducting RCAs, PIRs, and implementing operational improvements.
- Commercial awareness with an understanding of contractual service commitments and customer expectations.
- Experience within ITIL environments; ITIL certification is desirable.
- Strong analytical, organisational, and decision-making capabilities.
What's in it for me?
- Ongoing professional development and career progression opportunities.
- Exposure to enterprise-scale operational environments and transformation initiatives.
- Collaborative and supportive working culture.
- Opportunity to play a key role in operational strategy and service improvement.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Operations & Incidents Manager in Wakefield employer: Fruition Group
Contact Detail:
Fruition Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations & Incidents Manager in Wakefield
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. We all know that sometimes it’s not just what you know, but who you know that can help you land that Operations & Incident Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to incident management and operational excellence. We suggest doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills! When discussing your experience, highlight specific examples where you’ve driven performance and managed teams effectively. We want to see how you can lead in a fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Operations & Incidents Manager in Wakefield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Operations & Incident Manager role. Highlight your leadership experience and any relevant incident management expertise to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Be sure to mention your experience in high-pressure environments and your approach to operational excellence.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to drive performance and improve processes. Numbers speak volumes, so if you can quantify your successes, do it!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Fruition Group
✨Know Your Operations Inside Out
Before the interview, make sure you brush up on your knowledge of operations management and incident response. Familiarise yourself with key concepts like SLA compliance and operational KPIs. This will help you speak confidently about how you can drive performance and improvements in the role.
✨Showcase Your Leadership Skills
As an Operations & Incident Manager, you'll be leading teams. Prepare examples of how you've successfully managed teams in the past, focusing on accountability and professional development. Highlight any specific challenges you faced and how you overcame them to demonstrate your leadership prowess.
✨Prepare for Scenario-Based Questions
Expect questions that put you in high-pressure situations, such as managing a major incident. Think through potential scenarios and how you would handle them, including communication strategies with stakeholders. This will show your ability to think on your feet and manage crises effectively.
✨Emphasise Continuous Improvement
The job description mentions a focus on operational excellence and process improvements. Be ready to discuss any initiatives you've led in the past that resulted in significant enhancements. Share specific metrics or outcomes to back up your claims, demonstrating your commitment to continuous improvement.