Incident Manager
Incident Manager Sheffield (Hybrid – 2 days on site)£55,000 - £65,000 + excellent benefits
Elevation Tech & Transformation are exclusively partnering with a key client to appoint an Incident Manager to own and shape the incident management function from the ground up.
This is a brand-new role within the business a real opportunity to define, build and continuously improve the incident management function.
You’ll take full ownership of incident management, establishing best practices, refining processes and setting the standard for how incidents are handled across the organisation. This is a role where you won’t just follow process...you’ll create it, evolve it and embed it.
Working in a fast-paced, service-led environment, you’ll act as the central point of control during incidents, leading teams through to resolution while maintaining clarity, calm and confidence under pressure.
This role operates during standard working hours (9–5:30), however, the nature of incident management means you will need the flexibility, energy and resilience to take ownership of major incidents outside of these hours when required.
Key Responsibilities
- Own the end-to-end incident management lifecycle, from detection through to resolution and post-incident review
- Lead and coordinate major incident response, driving resolution and ensuring effective communication throughout
- Act as the primary escalation point during service-impacting incidents, engaging confidently with senior stakeholders and clients
- Develop and embed incident management processes, documentation, runbooks, and playbooks
- Conduct detailed post-incident reviews (PIRs) and root cause analysis (RCA), driving preventative actions
- Produce high-quality incident reporting and trend analysis to inform leadership decision-making
- Build strong relationships with technical teams, leadership and clients to ensure alignment and clarity during incidents
- Monitor and improve incident management KPIs, identifying opportunities to enhance performance and service quality
- Champion continuous improvement, automation, and best practice across the incident management function
- Support business continuity and disaster recovery planning and testing
- Coordinate across teams and geographies to ensure effective incident resolution
You’ll be someone who combines strong technical understanding with the confidence to lead in high-pressure situations.
Skills & Experience:
- Proven experience in Incident Management or Major Incident Management
- Demonstrable experience leading incidents end-to-end, coordinating technical teams under pressure
- Strong understanding of ITIL frameworks (Incident, Problem, Change)
- Excellent communication and stakeholder management skills, with the ability to engage at senior levels
- Confident working with clients and senior internal stakeholders during high-impact incidents
- Strong analytical and problem-solving skills, with experience in RCA and reporting
- Calm, structured, and decisive under pressure
- Experience with ITSM tools (e.g. Zendesk or similar)
- Solid technical awareness of infrastructure (networking, DNS, DHCP, Wi-Fi, firewalls, etc.)
- Highly organised with the ability to manage multiple priorities simultaneously
- A customer-first mindset with a commitment to service excellence
Desirable:
- ITIL Foundation (ITIL v4 preferred) or equivalent
- Experience in a 24/7 or on-call environment
- Exposure to automation or AI-driven incident tools
- Experience within ISP, telecoms or service-led environments
- Knowledge of ISO standards (e.g. ISO 20000, ISO 27001)
If you’re an experienced Incident Manager looking for a role where you can take real ownership, shape a function and operate with genuine impact, we’d love to hear from you. Apply today or contact Elevation Tech & Transformation for a confidential discussion.