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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Incident Manager - **Company:** Belron - **Location:** Cardington, UK - **Contract:** Temporary contract - **Skills:** IT Management, Oracle (Applications), Power BI, Salesforce.Com, Mttr, Information Technology, Performance Monitor, Servicenow - **Published:** June 10, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=2ee03cba3b73cf90 ## About the Role 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 ## Description 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Handling incidents collaboratively is like solving a rubix cube](https://www.wearedevelopers.com/videos/680-handling-incidents-collaboratively-is-like-solving-a-rubix-cube) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023) - [Promotion Interview Questions: How to Answer and Get the Job](https://www.wearedevelopers.com/magazine/413-promotion-interview-questions-how-to-answer-and-get-the-job) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question)