Incident Manager

The IT Incident Manager acts as the central coordination point ('air traffic controller') for all IT incidents, ensuring end-to-end ownership, visibility, and resolution across the estate.

This role is accountable for maintaining real-time awareness of all open incidents, with a particular focus on Priority (P1/P2) incidents and business-critical platforms such as Salesforce, ensuring rapid service restoration while minimising business impact.

In addition, the role is responsible for the day-to-day leadership of Application Specialists, ensuring incidents and requests are actively progressed through structured coordination, clear accountability, and disciplined follow-up., 1. Incident Oversight & Coordination

• Act as the single point of control for all incidents across IT services
• Maintain a live view of all active tickets (Priority and Standard)
• Ensure every incident has:

• A clearly defined owner
• A documented next action
• A committed resolution timeline

• Proactively identify and escalate risks to resolution timelines
• Drive momentum on all tickets, ensuring they are continuously progressed

Aligned with Belron processes, the Incident Manager owns the overall coordination and lifecycle of incidents

2. Team Leadership - Application Specialists

• Provide day-to-day management of 2 Application Specialists responsible for incident and request progression
• Set clear expectations on:

• Ticket ownership and governance
• Quality of updates and documentation
• Timeliness of actions and follow-ups

• Ensure the team:

• Proactively sets up bridge calls where required
• Actively tracks and documents actions from meetings
• Maintains full visibility of all open tickets and dependencies

• Hold team members accountable for:

• Driving incidents forward
• Chasing owners and stakeholders
• Preventing stalled or "orphaned" tickets

3. Major Incident & Priority Management

• Work with Collaborate and Lead management of P1 Incidents with Belron Global Major Incidents team
• Lead Management of P2 incidents, including:

• Hosting or overseeing bridge calls / war rooms
• Driving structured action tracking and follow-up
• Ensuring clear escalation paths are followed

• Maintain a tight cadence of updates during major incidents
• Ensure focus remains on rapid restoration of service

Major incident coordination includes structured communication, escalation and bridge management across stakeholders

4. Business-Critical Platform Focus

• Act as the Incident Lead particularly post-release / hypercare
• Ensure strong collaboration between:

• AMS support partner
• Internal Product Owners
• Business SMEs

• Drive accountability across all parties to ensure timely resolution
• Identify repeat issues and feed into problem management

5. Reporting, Dashboards & Insight

• Produce and own incident reporting dashboards (e.g., ServiceNow / Power BI)
• Provide clear visibility on:

• Incident backlog and ageing
• Priority incident trends
• Call drivers and volume reduction opportunities

• Ensure reporting supports decision-making at SLT and Executive level

Belron standards include KPI tracking, performance monitoring and stakeholder reporting

6. Stakeholder Communication

• Deliver clear, structured updates to:

• IT Leadership
• SLT and Executive teams
• Business stakeholders

• Translate technical issues into clear business impact messaging
• Ensure consistent communication standards across the team
• Lead post-incident reviews and executive summaries

7. Third-Party & Internal Collaboration

• Work closely with AMS support partners and third-party vendors
• Ensure accountability across suppliers for incident resolution
• Collaborate effectively with:

• Internal IT teams
• Product Owners
• Service Desk
• Business stakeholders

8. Continuous Improvement

• Identify trends and root causes to:

• Reduce incident volume
• Improve resolution times
• Enhance stability of Salesforce and core systems

• Drive improvements in:

• Incident management processes
• Ticket governance and quality
• Reporting and insight capability

Do you have experience in ServiceNow?, Essential

• Proven experience in IT Incident Management (ITIL aligned)
• Experience managing Major Incidents (P1/P2)
• Strong leadership skills with experience managing or directing operational teams
• Ability to hold individuals accountable and drive outcomes across multiple stakeholders
• Experience with ITSM tools (e.g. ServiceNow)
• Strong reporting and analytical skills (Power BI or similar)
• Excellent communication skills, including executive-level presentations

Desirable

• Experience in complex integrated environments including Front and Back-office systems. (For example, Salesforce & Oracle)
• Experience working with AMS / outsourced support models
• ITIL Foundation (or higher)

Measures of Success

• Reduction in P1/P2 incident duration and frequency
• Improved MTTR (Mean Time to Resolution)
• Reduced number of stalled or ageing tickets
• Measurable reduction in incident-driven call volume
• Quality and effectiveness of incident dashboards and reporting
• Positive SLT feedback on visibility, control, and communication
• Performance and effectiveness of Application Specialists

Belron UK Ltd (trading as Autoglass® and Laddaw®) are part of the global Belron® group of companies, the world's leading vehicle glass repair and replacement business. Home to 29,000 employees, Belron operates across over 40 countries and 6 continents to ensure all our customers receive the best quality service. Our Values of Caring, Genuine, Collaborative and Driven are our DNA and underpin everything we do by shaping how we interact with our people internally, and our external partners and customers. Our purpose as one of the Belron® group of companies, is making a memorable difference with care.