Incident Manager

Kingfisher Plc; Southampton; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading home improvement company in Southampton is seeking an experienced Incident Manager to oversee incident management processes. You will work closely with various teams to ensure quick resolution of technology issues, enhancing service quality and reliability. The ideal candidate will possess strong analytical and communication skills, and a customer-focused approach. This role provides opportunities for professional growth in a flexible working environment.

Benefits

Private Health Care

Pension Scheme

25 Days' Holiday

Staff Discount

Bonus

Share Incentive Plan

Life Assurance

Qualifications

• Experience managing incident and request management processes in an IT environment.
• Strong analytical skills to identify trends.
• Clear communication skills for explaining complex issues.

Responsibilities

• Own and operate the Incident and Request Management processes.
• Act as the point of escalation for incidents.
• Monitor performance against service targets and SLAs.

Skills

Incident management

Analytical skills

Communication

Technical understanding

Customer focus

Job description

Overview

We’re Kingfisher, a team of over 74,000 people bringing Kingfisher brands to life. We aim to be the leading home improvement company and grow the largest community of home improvers in the world. We want to ensure that all colleagues, future colleagues, and applicants are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, political opinion, disability, gender identity, gender expression or sexual orientation. We are open to flexible and agile working, with a blend of home and office locations (London, Southampton & Yeovil). Talk to us about how we can best support you!

As an Incident Manager, you will help ensure technology issues are resolved quickly and effectively, so our colleagues can support customers every day. By leading strong incident and request management practices, you directly contribute to Better Homes, Better Lives, For everyone. You will champion continuous improvement, keeping services reliable, transparent and focused on people.

Responsibilities

• Own and operate the Incident and Request Management processes, ensuring they are consistently followed by internal, external and offshore teams.
• Act as the single point of escalation for incidents raised by the business or Service Delivery teams, driving timely resolution.
• Monitor performance against agreed service targets and SLAs, working with partners to improve quality and efficiency.
• Analyse incident trends to identify risks or service degradation and create action plans to reduce impact.
• Produce and share regular incident management reports and service metrics across the Kingfisher group.
• Support service improvement plans and ensure the Service Management tool meets the needs of incident and request processes.
• Collaborate with other IT and service teams to improve the experience for colleagues and customers.

Requirements

• Experience managing or supporting incident and request management processes within an IT service environment.
• Strong analytical skills, with the ability to interpret data, identify trends and support informed decisions.
• Clear and confident communication skills, able to explain complex issues to different audiences.
• Broad technical understanding relevant to IT service operations.
• A strong customer and colleague focus, with the confidence to work independently and take ownership.

Beahviours and Values

Be Customer Focussed – constantly improving our customers experience

• I listen to my customers
• I use available data to help make decisions

Be Human – acting with humanity and care

• I do the right thing

Be Curious – thrive on learning, thinking beyond the obvious

• I build and share new ideas
• I try new things and share my learnings

Be Agile – working with trust, pace and agility

• I have courage to be creative
• Done is better than perfect, I aim for 80/20

Be Inclusive – acting inclusively in diverse teams to work together

• I embrace allyship
• I have self-awareness and a desire to learn

Be Accountable – championing the plan to deliver results and growth

• I own my actions
• I understand the Kingfisher plan and how it relates to my role

At Kingfisher, we value the perspectives that any new team members bring, and we encourage you to apply even if you do not feel you meet 100% of the requirements.

We offer an inclusive environment and opportunities to grow your career. Find out more about Diversity & Inclusion at Kingfisher here!

What we offer

• Private Health Care: AXA coverage up to family level; join within three months or at renewal in April.
• Kingfisher Pension Scheme: Immediate eligibility through auto-enrolment. Company contributes up to 14% with 8% employee contribution.
• 25 Days' Holiday: Plus bank holidays (pro-rated for part-time).
• Staff Discount: 20% at B&Q and Screwfix after 3 months.
• Kingfisher Share Incentive Plan (SIP)
• Life Assurance: x4 Salary (or x1 Salary if not active member).
• Bonus: Competitive, aligned to role level.
• Kingfisher Share Save: Save with option to buy shares after 3 or 5 years; three months service required to participate.

Our Behaviours

We are united by 6 core behaviours: Constantly improving our customer experience, Acting with humanity and care, Be curious, Thriving on learning, thinking beyond the obvious, Be inclusive, Acting inclusively in diverse teams to achieve together, Be agile, Working with trust, pace and agility, Be accountable, Championing the plan to deliver results and growth.

We encourage applications from all backgrounds and offer training and development opportunities. Learn more about our application process below.

Application Process

What to expect from our application process

Step 1: Application

Submit your application via the Kingfisher Careers website.

Step 2: Review

Talent Acquisition will review your application and advise on progression.

Step 3: Interview 1

Telephone interview or one-to-one with a recruiter.

Step 4: Interview 2

Face-to-face or virtual interview.

Step 5: Feedback

Recruiter will provide feedback and, if successful, details of the offer.