Operations & Incidents Manager

Job Title: Operations & Incident Manager
Location: Wakefield / 5 days on site
Salary: £50,000 - £65,000

Why Apply?

A leading technology-driven organisation is seeking an experienced Operations & Incident Manager to oversee critical service operations, major incident management, and operational performance across multiple teams. This role offers the opportunity to work within a fast-paced, customer-focused environment where service reliability, operational excellence, and continuous improvement are key priorities.

Operations & Incident Manager Responsibilities

• Lead and manage two operational teams, driving performance, accountability, and professional development.
• Oversee the end-to-end incident and ticket lifecycle, ensuring SLA compliance and efficient service delivery.
• Act as a point of contact during incidents, providing clear stakeholder communication and escalation management.
• Coordinate and lead major incident response activities to minimise business disruption and customer impact.
• Manage workload prioritisation, operational capacity, and resource planning across teams.
• Conduct Post-Incident Reviews and Root Cause Analysis, implementing corrective and preventative actions.
• Drive operational process improvements, automation initiatives, and service optimisation strategies.
• Monitor and report on operational KPIs including MTTR, incident trends, backlog management, and service quality metrics.
• Collaborate with internal technical teams, customer-facing departments, and third-party suppliers to ensure operational continuity.

Operations & Incident Manager Requirements

• Proven experience within incident management, operations management, or IT service management environments.
• Strong leadership experience managing multiple operational or technical teams.
• Excellent knowledge of SLA-driven service delivery, escalation management, and operational governance.
• Experience leading major incidents within high-pressure technical environments.
• Strong stakeholder communication skills with the ability to engage technical and non-technical audiences.
• Demonstrated experience conducting RCAs, PIRs, and implementing operational improvements.
• Commercial awareness with an understanding of contractual service commitments and customer expectations.
• Experience within ITIL environments; ITIL certification is desirable.
• Strong analytical, organisational, and decision-making capabilities

What's in it for me?

• Ongoing professional development and career progression opportunities.
• Exposure to enterprise-scale operational environments and transformation initiatives.
• Collaborative and supportive working culture.
• Opportunity to play a key role in operational strategy and service improvement.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.