Location
City of Westminster

Hours
Full Time - 37 hours per week. Part time applications considered with a minimum of 30 hours per week. Hybrid working with an expectation of at least 60% of working time spent at the designated workplace or other business locations as required.

Salary
£39,533 per annum

About the Role
Are you at your best when managing critical incidents and restoring services under pressure? Can you lead incident responses that minimise disruption and keep services running smoothly? Do you thrive on solving problems, coordinating teams and driving continuous service improvement? If so, we’d love to hear from you!

This is an exciting time to join the Digital, Information and Security Directorate within the Department for Transport as we restructure to build a more sustainable, skilled and in-house capability.

As an Incident Manager, you will play a vital role in keeping the Department for Transport running by leading incident responses, minimising disruption and identifying opportunities to strengthen service performance and resilience. You will coordinate responses to service disruptions, working closely with technical teams, service providers and stakeholders to ensure incidents are managed in line with best practice and services are restored as quickly as possible.

Working within the Essentials Service Line, you will manage significant incidents, provide guidance on incident best practices, and collaborate with problem management and operational teams to identify trends, investigate root causes and implement improvements that reduce future incidents. Your role will involve clear communication throughout the incident lifecycle and effective stakeholder engagement to ensure services meet business and user needs.

This is an excellent opportunity for someone who enjoys problem-solving, working under pressure and making a tangible difference to operational service delivery.

Experience
- ITIL V4, ITIL Expert or ISO 20000 knowledge with a strong understanding of IT Service Management principles and their practical application.
- Experience monitoring, managing and responding to IT events across complex technology environments, including trend identification, business impact assessment, and escalation.
- Demonstrable experience leading or contributing to Problem Management activities such as root cause analysis, recurring issue identification, and implementation of preventative measures.
- Experience in line and/or task management, prioritising activities, coordinating resources and supporting colleagues in a fast-paced operational environment.
- Strong stakeholder management skills, able to build trust and credibility across technical and non-technical audiences, influence decisions and communicate complex information clearly.
- Experience coordinating or supporting high-priority incident management within live operational environments, working effectively under pressure and leading cross-functional response activities.
- Experience identifying, leading and/or implementing service improvements using data, customer insight and continuous improvement methodologies.

About you
You are a confident problem solver who thrives under pressure and enjoys coordinating teams to restore services quickly. You have excellent communication and stakeholder engagement skills, with the ability to influence and manage expectations across diverse audiences. You are committed to continuous improvement and have a proactive approach to identifying and implementing service enhancements.

Qualifications
Hold, or be willing to work towards, ITIL V4 Foundation (or higher) or ISO 20000 accreditation. Relevant professional qualifications such as CIPD, Prince2 or apprenticeships are advantageous and supported by the department.