Incident Performance Manager

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

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

LET’S TELL YOU MORE

Here at Severn Trent, we’re looking to shake up the way we deal with technology incidents. This is why we’re looking for a dynamic Incident Performance Manager to take ownership of all technology incidents and lead our response to major disruptions. In this pivotal role, you’ll act as the single point of accountability, coordinating cross‑functional teams and keeping stakeholders informed at every stage. Beyond managing incidents, you’ll drive continuous improvement through robust Incident Improvement Plans, automation initiatives, and root cause analysis.

You’ll design insightful SLA and KPI reporting, optimise service availability, and ensure data accuracy across all systems. As the owner of Problem Management, you’ll identify and mitigate risks, attend risk committee meetings, and facilitate post‑incident reviews to embed lessons learned. If you thrive on delivering clarity under pressure and shaping processes that make a real impact, we’d love to hear from you.

You’ll be based at our Severn Trent Centre head office in Coventry. You’ll work within our Colleague Experience team, collaborating with all our technology teams. With this being such a critical role, we’re looking for someone who can join us, 37 hours a week, working on site, Monday to Friday.

HOW WE WORK

You'll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why, we value in-person moments to keep our culture alive and why for this role you’ll usually find us in the office during our working hours.

WHAT WE’RE LOOKING FOR

We’re looking for you to be an IT Service Management expert with experience in incident and problem management. You’ll take charge of high‑stakes situations, keeping calm under pressure while driving smart, decisive actions. With deep knowledge of IT infrastructure, applications, and monitoring tools—and hands‑on experience with platforms like ServiceNow—you’ll turn data into powerful insights that keep our systems running smoothly. If you’re proactive, detail‑driven, and a natural communicator who thrives in complex environments, this is your chance to lead and deliver results that matter.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

HOW WE’LL REWARD AND CARE FOR YOU IN RETURN

It's not just a job; it's a career. We offer benefits that reward great work and award‑winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

• 28 days holiday + bank holidays (and the ability to buy/sell up to 5 days per year)
• Annual bonus scheme (of up to £2,225, which is subject to eligibility)
• Family‑friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year

LET’S GO

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.