Incident Manager

Project overview

Role Overview

The Incident Manager is responsible for managing and coordinating the end-to-end incident management process across IT services, ensuring that incidents are identified, prioritised, investigated and resolved effectively to minimise business disruption and restore normal service operations as quickly as possible.

The role acts as a central point of coordination during major incidents, bringing together technical teams, service owners, suppliers and key stakeholders to drive resolution, maintain clear communications and ensure appropriate escalation.

The Incident Manager will oversee the incident lifecycle, ensuring incidents are managed in accordance with agreed Service Level Agreements (SLAs), operational procedures and ITIL best practices. They will also lead Major Incident Management activities, facilitate post-incident reviews, identify root causes and drive continual service improvement to reduce incident recurrence and improve overall service resilience.

Key Responsibilities

Incident Management

Manage the end-to-end incident management process, ensuring incidents are logged, categorised, prioritised, assigned and resolved within agreed service levels.

Act as the central point of coordination for incidents impacting IT services, infrastructure, applications and business operations.

Monitor incident queues and progress, ensuring timely investigation, escalation and resolution.

Ensure incidents are managed in accordance with ITIL processes, operational procedures and contractual obligations.

Maintain accurate incident records, ensuring all relevant information, actions and resolutions are documented.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations.

Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.

Project details

• Start: flexible
• Location: Westminster, United Kingdom, GB
• Rate: 25-38 EUR/h
• Languages: English