Incident Manager (12 month FTC)
Department: COO (Chief Operating Office)
Salary: £70,000 – £80,000 per annum plus benefits
Contract: Fixed Term Contract
Hours: Full-time (flexible working arrangements available)
Location: Stratford, London (Office-based with high flexibility – typically two days per week in the office)
Closing date: 12 July 2026 at 23:59
Visa sponsorship: Applicants must be eligible to work in the UK; no visa sponsorship available.
We are professionals with purpose, beating cancer every day. This newly created role provides full ownership of CRUK’s technology-wide and cyber incident and problem management process, ensuring incidents are resolved efficiently, root causes addressed, and the organisation builds lasting incident response capability.
Key Responsibilities
- Implement and embed a formalised incident management process across CRUK, aligned to our defined framework to ensure consistent, effective, and timely response to incidents.
- Own and operate the end-to-end incident management lifecycle, ensuring timely detection, triage, escalation, resolution and closure of all technology incidents.
- Establish and embed a formal problem management process, identifying underlying root causes, recurring failures, control weaknesses and systemic risks and tracking them to resolution.
- Implement and maintain incident response SLAs across all priority tiers, with regular reporting against defined metrics to Technology leadership.
- Manage Major Incident calls, providing clear command and coordination across Bronze, Silver and Gold incident response teams in line with CRUK’s defined framework.
- Ensure all incidents are logged, categorised, prioritised and tracked through to closure in the ITSM toolset, with accurate and complete records maintained.
- Lead the implementation of ITIL-aligned incident and problem management practices, adapting frameworks pragmatically to CRUK’s operational context.
- Identify and close gaps in current incident management capability as identified in the CRUK Incident Response Plan, including documentation, templates, playbooks and escalation paths.
- Drive meaningful behaviour change across Technology, cultivating a culture where incident response is seen as a shared organisational responsibility, not a reactive burden.
- Design and deliver targeted role-based training and socialisation for Bronze, Silver and Gold team members, ensuring accountability is formally accepted and understood at each level.
- Act as a credible and trusted advisor to senior stakeholders on incident management maturity, surfacing risk and progress with clarity and confidence.
Required Skills & Qualifications
- Proven experience in an Incident Manager or Major Incident Manager role with direct accountability for incident resolution and process ownership.
- Strong working knowledge of ITIL frameworks and demonstrable experience applying them in practice; ITIL 4 Foundation certification (or above) required.
- Experience designing and embedding problem management processes in complex, multi-team technology environments.
- Demonstrated ability to lead behaviour change and embed new ways of working across organisations, including building stakeholder buy‑in at senior levels.
- Confident communicator capable of remaining composed and authoritative under pressure during live major incidents.
- Experience producing governance‑quality documentation: SLA frameworks, incident reports, PIRs, escalation matrices and playbooks.
- Comfortable working across both cyber/security and IT service management incident contexts.
Benefits
We provide a generous benefits package including a substantial retirement plan, flexible leave allowance, discounts on travel, technology, gym membership, and more. Flexible working culture is encouraged.
Equal Opportunities
We actively encourage applications from people of all backgrounds and cultures, especially those from ethnic minority backgrounds under‑represented. We support candidates through the application, interview, and work processes and will make adjustments as required. Applicants must be 18 or over.
#J-18808-Ljbffr…