Incident Manager

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. What's the job?:

• 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.

• 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.

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
• I am respectful

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 want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements.

In return, we offer an inclusive environment, where what you can achieve is limited only by your imagination! We encourage new ideas, actively support experimentation, and strive to build an environment where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here! We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Interested? Great, apply now and help us to Power the Possible.

We're Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That's right, we're big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that's where you come in.