Incident Management Lead

Summary of the Job

The Incident Management Lead is accountable for the overall effectiveness, performance, and maturity of the Incident Management function across PMC. The role provides operational leadership, governance, and strategic direction to ensure incidents are managed consistently, efficiently, and in line with contractual SLAs, KPIs, and ITIL best practices.

The role leads the day-to-day incident management operation, taking ownership of high-severity and escalated incidents, while also driving continual improvement, incident reduction, and service stability. Acting as a key escalation point for customers, internal stakeholders, and third-party suppliers, the Incident Management Lead ensures confidence is maintained during major incidents and periods of heightened operational pressure.

Key Responsibilities

• Own and lead the Incident Management process end-to-end, ensuring consistent execution across all resolver groups and services.
• Provide leadership during major, high-priority, and escalated incidents, including Priority 1 and global incidents, ensuring effective coordination, communication, and resolution.
• Act as the escalation point for incident-related service delivery issues, customer escalations, and SLA risks.
• Proactively monitor incident performance, trends, and risks, taking preventative and corrective action to protect contractual KPIs and SLAs.
• Lead and coordinate internal teams, service desks, partners, and third-party suppliers through matrix management to ensure timely resolution of incidents.
• Define, maintain, and enforce Incident Management policies, processes, and standard operating procedures aligned to ITIL best practice.
• Drive continual service improvement through incident trend analysis, Root Cause Analysis, and collaboration with Problem and Change Management functions.
• Oversee the quality of incident records, communications, and reporting within the ITSM tool, ensuring data accuracy and process compliance.
• Own and present incident-related Management Information, including executive-level reporting, service reviews, and post-incident reviews.
• Coach, mentor, and support Incident Management Analysts, setting clear expectations and ensuring capability development within the team.
• Deputise for Service Delivery leadership when required and contribute to wider service governance initiatives.

Skills & Experience – Essential

• Extensive experience in Incident Management within an IT services or managed services environment.
• Proven leadership experience, including matrix management of technical teams and third-party suppliers.
• Strong experience managing major incidents, customer escalations, and executive-level communications.
• In-depth understanding of ITIL Incident, Problem, and Change Management processes.
• Strong analytical and reporting capability, with experience producing senior-level Management Information.
• Excellent stakeholder management and communication skills, both written and verbal.
• Ability to remain calm, authoritative, and decisive under pressure.
• ITIL Foundation certification (mandatory).

Skills & Experience – Desirable

• Experience working with complex, multi-supplier service models.
• Strong understanding of service stability, estate observability, and preventative incident management approaches.

Personal attributes

• Strong Communication Skills
• Demonstrates a consistently high standard of verbal and written communication, engaging effectively with customers and internal teams at all levels.
• Integrity & Transparency
• Operates with honesty and openness at all times, including when delivering challenging messages, supported by clear, well-considered action plans.
• Strong Work Ethic
• Understands the demands of a managed service environment and demonstrates commitment and flexibility, particularly during critical incidents, peak trading periods, or periods of heightened operational pressure.
• Self-Motivated & Proactive
• Displays high levels of personal drive and accountability, with the energy and focus to deliver excellence through attention to detail, innovation, and the ability to influence and implement change.
• Professionalism Under Pressure
• Remains calm, composed, and professional in challenging or high-pressure situations, maintaining control and credibility at all times.
• Positive & Customer-Focused Mindset
• Adopts a positive, solution-oriented approach when working with customers and colleagues, consistently promoting PMC and its values. A constructive attitude is essential to the role.
• Team-Oriented
  Works collaboratively as part of a wider team, demonstrating behaviours aligned to PMC’s culture and contributing positively to shared goals and outcomes.