Incident Management Lead

Swindon, England, gb
Company: Pertemps Network Group
Category: Protective Service Occupations
Published on 2021-07-27 18:10:52

Job Details

Who are we?

Water is essential to daily life, and that means our business is always open. We're the UK's largest water provider, with over 15 million customers to serve every day. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes. Our main role is to ensure customers can turn on the tap and get world class drinking water 24/7. We also safely transport and treat waste, returning it back to the environment.

About the role

The Incident Manager will be accountable for mitigating the risk of incidents as well as managing the impacts of technical incidents in customer services. You will also drive collaboration across the business and facilitate escalation and resolution of priority incidents.

This is a great opportunity for you to guide your team to deliver efficient and effective processes that also drive improvement in system design and performance and ultimately prevent incidents occurring.

What you’ll be doing:

  • Managing performance of incident team and drive improvement
  • Tracking and identifying the impacts of incidents on the operation to support reporting to senior managers
  • Managing delivery of weekly and monthly reporting to senior management
  • Engaging with Operational teams to drive improvement and reduction on issues
  • Working with stakeholders across the business
  • Making recommendations for improvements via change delivery
  • Exploring and driving analysis on trends
  • Driving improvement from root cause
  • Driving high quality output and managing internal controls
  • You’ll have some experience in:
  • Influencing stakeholders and motivating direct reports to achieve required outputs
  • Managing, motivating and inspiring a successful team
  • Analysing, presenting, collating and creating reports to track and drive incident related performance
  • Working with operational teams
  • Incident management experience is desirable but not essential
  • Experience working with SAP systems

  • Here’s why you should join us!

    We’re proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we are moving to a hybrid approach where we will provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process. 

    Thames Water is a rewarding and diverse place to work. If you join us, you’ll enjoy our flexible working arrangements and be supported with progression and development opportunities. We’re proud to be a Stonewall Diversity Champion, Disability Confident Leader, Times Top 50 Employer for Women, Race at work charter signatory and Carer Confident great place to work. We also support local events and charities. 

    Our competitive salary package includes an excellent contributory pension, 26 days holiday per year, increasing with length of service, access to money saving and benefits schemes and much more! 

    You can find our more in our working for us section of our website.

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