At a Glance
- Tasks: Lead a team to restore tech services during major incidents and drive operational excellence.
- Company: Join a dynamic tech company focused on innovation and service improvement.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Be part of a collaborative team with excellent career advancement opportunities.
- Why this job: Make a real impact by leading critical incident management in a fast-paced environment.
- Qualifications: Experience in Major Incident Management and strong leadership skills required.
The predicted salary is between 55793 - 68191 £ per year.
- Head of Command Centre & Incident Management
- Hybrid
We are seeking an experienced and highly motivated Head of Command Centre & Incident Management to lead our UK Command Centre function.
This is a critical leadership role responsible for ensuring the rapid restoration of technology services during major incidents, minimising business disruption, and driving operational excellence across the IT estate.
You will lead a team of Incident Management professionals, providing strategic direction and operational oversight while acting as the central point of coordination during high-priority service disruptions.
The role requires exceptional communication skills, with the ability to confidently engage both technical teams and senior business stakeholders, including executive leadership.
This position may require participation in an on‑call rota and occasional work outside standard business hours, including evenings and weekends, to support major incident response.
Key Responsibilities
- Lead and develop the UK Command Centre and Incident Management team, ensuring high performance and continuous improvement.
- Act as the primary point of accountability for the management and restoration of critical technology services during major incidents.
- Coordinate technical teams to drive rapid service recovery and minimise business impact during service disruptions.
- Chair technical and management bridge calls, assigning actions, tracking progress, and ensuring effective communication throughout the incident lifecycle.
- Produce timely incident reports, post‑incident summaries, and executive‑level communications for stakeholders.
- Communicate complex technical information clearly and effectively to both technical and non‑technical audiences.
- Provide regular updates to senior leadership on incident status, business impact, and recovery activities.
- Make informed, time‑critical decisions during major incidents to support business continuity and service restoration.
- Analyse incident trends, including frequency, duration, categorisation, prioritisation, and resolution metrics, to identify opportunities for service improvement.
- Collaborate closely with technology teams, business stakeholders, and third‑party suppliers to investigate and resolve complex technical issues.
- Apply specialist knowledge to monitor, assess, and improve operational processes, tools, and technologies.
- Ensure technology solutions align with business objectives while maintaining a pragmatic and integrated approach to service delivery.
- Lead operational and technology improvement initiatives through to successful completion, ensuring delivery against agreed objectives, budgets, and timelines.
- Influence the prioritisation of technology initiatives, balancing business needs, operational risk, and strategic objectives.
- Oversee resource planning and workforce capacity to ensure effective support coverage across the Command Centre function.
- Stay informed of emerging technologies, industry best practices, and operational trends to continually enhance Incident Management capabilities.
- Undertake additional responsibilities as required to support the wider Technology Operations function.
About You
You'll be an experienced technology operations leader with a strong background in Major Incident Management, Service Operations, or Command Centre leadership within a complex enterprise environment.
You'll bring
- Proven experience leading Major Incident Management or Command Centre teams.
- Strong knowledge of IT Service Management (ITSM) frameworks, particularly ITIL.
- Experience managing high‑severity incidents across enterprise infrastructure and business‑critical applications.
- Excellent leadership, stakeholder management, and decision‑making skills under pressure.
- Outstanding written and verbal communication skills, with experience engaging executive stakeholders.
- Strong analytical skills with experience using operational metrics to drive continuous improvement.
- Experience leading operational change, service improvement initiatives, and cross‑functional projects.
- The ability to prioritise effectively and remain calm in fast‑paced, high‑pressure environments.
- Head of Command Centre & Incident Management
- #J-18808-Ljbffr
Incident Manager employer: Proactive.IT Appointments Ltd.
As a Lead .NET Developer at our company, you'll be part of a dynamic technology team that values innovation and collaboration. We offer a supportive work culture with flexible hybrid working arrangements, competitive benefits including an annual performance bonus and comprehensive health coverage, and ample opportunities for professional growth and development. Join us to make a meaningful impact while enjoying a balanced work-life environment in a thriving location.
Contact Details:
Proactive.IT Appointments Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Incident Manager
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Incident Manager at Proactive.IT Appointments Ltd.!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Proactive.IT Appointments Ltd. or be willing to refer you for that Incident Manager position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Proactive.IT Appointments Ltd. who’s on the lookout for their next Incident Manager star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Incident Manager role at Proactive.IT Appointments Ltd.!
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Proactive.IT Appointments Ltd.. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Proactive.IT Appointments Ltd.
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Proactive.IT Appointments Ltd.. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
