IT Incident Management Lead

Are you experienced in IT Incident Management?

Sovereign Network Group (SNG) are seeking an experienced IT Incident Management Lead to take ownership of our incident management processes.

Based from our offices in either Basingstoke or Wembley, you'll combine home and office working to ensure a positive work/life balance. There will be regular travel required to our Basingstoke office.

The role

You will be the key contact for major incidents, working closely with stakeholders across the organisation to coordinate responses, drive continuous improvement, and enhance service resilience.

Key Responsibilities:

• Leading the execution of the IT incident management process, ensuring incidents are resolved within SLAs
• Managing and communicating all major incidents, including coordination of response efforts
• Maintaining and improving incident management processes
• Developing and delivering operational metrics and reporting on incident performance, trends, and root causes
• Chairing post-incident review meetings, ensuring lessons learned are captured and embedded
• Collaborating with Service Delivery, Change, and Problem Management teams to reduce incident recurrence

What We're Looking For:

• Proven experience in IT Service Management within a large organisation
• Strong track record of delivering and improving IT Incident Management processes aligned to ITIL best practices
• Hands-on experience managing major incidents, ensuring swift resolution and effective stakeholder communication
• ITIL v3 or ITIL v4 Foundation certification (essential); additional ITIL certifications (desirable)
• Strong analytical and problem-solving skills with the ability to identify trends and recommend improvements
• Excellent communication skills, both written and verbal, with the ability to engage stakeholders at all levels
• Experience in training and mentoring colleagues in incident management best practices
• Familiarity with ITSM tools such as M365, Cherwell, DevOps, and methodologies including Agile, TOGAF, ITIL

What you can expect from us

• £450 yearly flexible benefit pot to use against benefits of your choice
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• Generous pension, matching up to 12%
• Life cover
• Flexible working
• Recognition scheme
• Wellbeing discounts

About Sovereign Network Group (SNG)

SNG is the 6th largest housing association in the UK following the merger between Sovereign and Network Homes in October 2023 – and is an organisation that takes the best of both and makes it even better. With over 84,000 homes we deliver services to in excess of 210,000 customers across the South east and South west.

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself here at SNG. We want to build diverse teams and encourage greater innovation and creativity, and encourage applications from all backgrounds.

If you're passionate about IT service excellence and want to be part of a forward-thinking organisation, we would love to hear from you.