At a Glance
- Tasks: Lead incident management and customer upgrades to enhance service performance.
- Company: Join RLDatix, a global leader in healthcare solutions.
- Benefits: Enjoy private health insurance, wellness support, and loyalty awards.
- Other info: Flexible remote work with opportunities for career growth.
- Why this job: Make a real impact in healthcare while developing your skills.
- Qualifications: Experience in incident management and strong communication skills required.
The predicted salary is between 50000 - 60000 £ per year.
RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.
We’re searching for a UK-based Incident & Upgrade Manager to join our Customer Operations / Customer Support team, so that we can stabilise service performance, reduce incident recurrence, and improve customer experience across our platform. The Incident & Upgrade Manager will lead major incident management, oversee customer upgrades, and drive continuous operational improvement to deliver more reliable, efficient, and customer-focused services across the organisation.
How You’ll Spend Your Time
- Leading major incident response calls to ensure structured, timely resolution and clear accountability across Support, Product, Engineering, and Customer Success.
- Owning the end-to-end lifecycle of high-severity incidents to minimise customer impact and drive full root cause resolution.
- Driving post-incident reviews (PIRs) and problem management practices to eliminate repeat issues and improve long-term platform stability.
- Coordinating and managing customer upgrades to ensure smooth delivery, minimal disruption, and strong communication.
- Analysing service performance data to identify trends, risks, and opportunities for improvement across incidents and operations.
- Building and embedding scalable processes, governance, and ITIL-aligned frameworks to improve consistency, efficiency, and cross-team collaboration.
What Kind of Things We’re Most Interested in You Having
- Proven experience in incident and/or problem management within a SaaS or technology environment.
- Demonstrated success in leading high-pressure incidents and driving improvements to service performance and reliability.
- Strong understanding of ITIL frameworks (incident, problem, and change management).
- Ability to translate technical concepts into clear actions and communications for both technical and non-technical stakeholders.
- Experience working cross-functionally across Support, Engineering, Product, and Customer Success teams.
- Strong stakeholder management skills with the ability to influence, challenge, and drive accountability at senior levels.
- A customer-first mindset with a passion for improving service delivery and operational outcomes.
- A proactive, high-energy approach with the resilience to thrive in a fast-paced, complex environment.
- Ability to travel across the UK as needed (typically monthly) with a primarily remote working model.
By enabling flexibility in how we work and prioritising employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees. RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, colour, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law. As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to accessibility@rldatix.com. Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organisational factors are also taken into consideration.
Upgrade and Incident Manager employer: RLDatix
At RLDatix, we pride ourselves on being an exceptional employer dedicated to improving healthcare standards globally. Our UK-based team enjoys a flexible working environment that prioritises employee wellness, offering benefits such as private health insurance and an Employee Assistance Program. With a strong focus on professional growth and a collaborative culture, we empower our employees to make a meaningful impact in the healthcare sector every day.
StudySmarter Expert Advice🤫
We think this is how you could land Upgrade and Incident Manager
✨Tip Number 1
Get to know the company inside out! Research RLDatix and understand their mission, values, and the impact they have on healthcare. This will help you tailor your conversations and show that you're genuinely interested in being part of TeamRLD.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which can boost your chances of landing that interview.
✨Tip Number 3
Prepare for those interviews by practising common questions related to incident management and customer support. Think about your past experiences and how they align with the role. We want to hear your stories about leading high-pressure incidents!
✨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, it shows you’re serious about joining us at RLDatix and making a difference in healthcare.
We think you need these skills to ace Upgrade and Incident Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in incident management and ITIL frameworks. We want to see how your skills align with our mission to improve healthcare services.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve led high-pressure incidents or improved service performance. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to explain your technical expertise and how it translates to better customer experiences. We appreciate clarity!
Apply Through Our Website:We encourage you to submit your application directly 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 RLDatix
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL frameworks, especially around incident and problem management. Be ready to discuss how you've applied these principles in past roles, as this will show your understanding of the processes that are crucial for the Incident & Upgrade Manager position.
✨Prepare for High-Pressure Scenarios
Since you'll be leading major incident response calls, think of examples from your experience where you successfully managed high-pressure situations. Practise articulating how you resolved issues and what steps you took to ensure accountability across teams.
✨Showcase Your Customer-First Mindset
Be prepared to share specific instances where you improved service delivery or customer experience. Highlight your proactive approach and how it led to better outcomes for customers, as this aligns perfectly with the role's focus on enhancing customer satisfaction.
✨Cross-Functional Collaboration is Key
Think about your experiences working with different teams like Support, Engineering, and Product. Be ready to discuss how you’ve influenced and driven accountability at senior levels, as this will demonstrate your ability to work effectively across various functions within the organisation.
