JOB TITLE: Senior Service & Incident Manager

SALARY: £83,411 - £105,000

LOCATION: Edinburgh, Halifax

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in our Edinburgh or Halifax office.

About this opportunity…

We’re seeking a highly experiencedSenior IT Service & Incident Managerto lead our production support and incident response efforts across a complex hybrid infrastructure comprising of on-prem and cloud infrastructure. This is a critical role that requires calm under pressure, expert level coordination skills, and a passion for driving service excellence.

You’ll be the go-to person during production incidents, leading triage, managing communications, and ensuring swift resolution. Beyond firefighting, you’ll champion standard methodologies in deployment, service management, and continuous improvement.

About us…

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you will too…

What you’ll need…

• Proven experience inincident and service managementwithin high-pressure environments (e.g. finance, e-commerce, SaaS).

• Strong understanding ofhybrid infrastructure(on-prem + cloud).

• Excellent communication and customer engagement skills.

• Familiarity withITIL practices, incident management tools (e.g. ServiceNow, Jira), and monitoring platforms.

• Ability to lead cross-functional teams during critical incidents.

• An approach focused onresilience, accountability, and continuous improvement.

• A solid background in resilience and security by design, ensuring teams take full ownership of production issues and prioritise a customer first approach

• A passion for developing talent, fostering a product-based mentality, attracting and retaining top engineering talent to build successful teams.

Nice to have…

• Certifications in ITIL, GCP, AWS, or related technologies.

• Experience with automation in incident response or service reporting.

• Exposure to DevOps and CI/CD pipelines.

About working for us…

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes…

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!