Incident and Change Manager

Overview

In this role you lead incident, change and release activities to ensure secure, high‑quality service delivery for our Aerospace, Defence and Security clients. You will manage resources, monitor performance, and drive continuous service improvement across multiple programmes. You’ll work with senior managers and cross‑functional teams to stabilise services and shape operating designs for new projects. The position is permanent, based in Hemel Hempstead with in‑office presence five days a week.

Pay / Benefits

• Referral bonus: 1,500
• Five days in the Hemel Hempstead office
• Flexible working arrangements
• Time for professional development and coaching/mentoring culture

Responsibilities

• Oversee day‑to‑day incident, change and release delivery to meet KPIs
• Plan and allocate resources, rotas and workloads
• Monitor performance and conduct appraisals to ensure proper resource deployment
• Coordinate across the wider Service Operating Model with service management, technical ops and programme delivery
• Produce service reports against KPIs and drive proactive maintenance and corrective actions
• Identify and implement Continuous Service Improvement and standardise processes across existing and new services

Key requirements

• Experience in IT support or service management in a complex hosting or datacentre environment
• Strong experience in Incident, Change and Release Management with ITIL methodologies
• Solid knowledge of datacentre environments, hosting services and supporting infrastructure technologies
• Agile experience and ability to work with cross‑functional teams with changing priorities
• People management experience including performance management and workload allocation
• ITIL qualification at Expert or Managing Professional level (or equivalent)

• People-management
• Cross-functional collaboration
• Prioritisation and resource planning
• ITIL (Expert/MP) qualification
• Datacentre/hosting infrastructure knowledge
• Incident, Change and Release Management

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