Incident Performance & Improvement Lead

Severn Trent Plc; Coventry; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading utility company in Coventry seeks a dynamic Incident Performance Manager. You'll own technology incidents, coordinate cross-functional teams, and drive continuous improvement. Ideal candidates will possess IT Service Management expertise and experience with ServiceNow. This full-time role includes competitive benefits like 28 days holiday, an annual bonus scheme, and a strong pension plan.

Benefits

28 days holiday + bank holidays

Annual bonus scheme

Family-friendly policies

Leading pension scheme

Sharesave scheme

Dedicated training and development

Electric vehicle scheme

Two paid volunteering days

Qualifications

• Expertise in IT Service Management with a focus on incident and problem management.
• Proven ability to manage high-pressure situations effectively.
• Experience with data-driven decision-making and insights generation.

Responsibilities

• Manage all technology incidents and lead response to major disruptions.
• Design SLA and KPI reporting for incident management.
• Facilitate post-incident reviews and embed lessons learned.

Skills

IT Service Management expertise

Incident management

Problem management

Deep knowledge of IT infrastructure

Hands-on experience with ServiceNow

Excellent communication skills

Detail-oriented

Job description

A leading utility company in Coventry seeks a dynamic Incident Performance Manager. You'll own technology incidents, coordinate cross-functional teams, and drive continuous improvement. Ideal candidates will possess IT Service Management expertise and experience with ServiceNow. This full-time role includes competitive benefits like 28 days holiday, an annual bonus scheme, and a strong pension plan.