Operations & Incident Manager

Operations & Incident Manager

Wakefield (Site based)

£40,000 - £50,000

Elevation Tech & Transformation are looking for an experienced Operations & Incident Manager to take ownership of live service stability, incident response, and operational performance in a fast-paced, technology-driven environment.

This is a hands-on leadership role where you ll be at the centre of major incidents, service disruption management and day-to-day operations, leading two teams and ensuring services are delivered consistently, efficiently and in line with customer expectations.

If you enjoy being the person who brings order to chaos when systems go down, this is exactly that kind of role.

You ll sit at the heart of technology service operations, responsible for making sure incidents are managed, prioritised, and resolved quickly and effectively.

Key Duties & Responsibilities:

• Leading the response to major tech/service incidents and service outages
• Acting as the key coordination point between technical teams, stakeholders, and third parties
• Managing and developing two operational teams (circa 15 people)
• Ensuring incidents and tickets are handled in line with agreed service levels and priorities
• Owning communication during live incidents clear, calm, and structured updates to all stakeholders
• Driving continuous improvement across incident, problem, and escalation processes
• Leading root cause analysis and post-incident reviews, ensuring issues don t repeat
• Monitoring operational performance, trends, and service metrics to improve reliability

This is a live operations, SLA-driven environment, where performance, communication, and decision-making really matter.

You ll be working closely with technical teams, service owners, and external suppliers to ensure services stay stable and customers are kept informed at all times.

Skills & Experience:

• Strong experience in IT operations, incident management, or service management
• Proven ability to lead teams in a technical or service environment
• Experience managing major incidents and service disruptions
• Confident communicator who can translate technical issues into clear updates
• Strong understanding of SLAs, service delivery, and operational performance
• Experience with root cause analysis and problem management
• Comfortable working in fast-paced, high-pressure environments
• ITIL certification or equivalent experience

This is a chance to step into a critical operational leadership position, where you ll have real ownership of service stability and the opportunity to shape how incidents and tech operations are managed .You ll be the person who makes things happen when it matters most!