Incident Manager

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us to make a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

We’re shaking up the way we deal with technology incidents. That’s why we’re looking for a dynamic Incident Performance Manager to take ownership of all technology incidents and lead our response to major disruptions. In this pivotal role, you’ll act as the single point of accountability, coordinating cross‑functional teams and keeping stakeholders informed at every stage.

Beyond managing incidents, you’ll drive continuous improvement through robust Incident Improvement Plans, automation initiatives, and root cause analysis. You’ll design insightful SLA and KPI reporting, optimise service availability, and ensure data accuracy across all systems. As the owner of Problem Management, you’ll identify and mitigate risks, attend risk committee meetings, and facilitate post‑incident reviews to embed lessons learned.

You’ll be based at our Severn Trent Centre head office in Coventry
, working within our Colleague Experience team and collaborating with all our technology teams. This is a critical role, so you’ll need to be on site five days a week (with occasional flexibility for personal circumstances), working 37 hours, Monday to Friday.

We’re seeking an IT Service Management expert who can:

• Lead and manage large-scale Technology and Cyber Incidents
  , bringing a strong technical understanding of general IT infrastructure and application support.
• Be a self‑starter who can implement and manage a BAU Incident Management strategy, supporting technology teams to manage their workload and deliver the best possible end user experience.
• Identify trends in incidents and launch proactive working groups to reduce incident volumes and improve overall productivity.
• Take overall management of the Problem Management process
  , focusing on Root Cause Analysis and Incident Repeat Prevention, as used at STW.
• Manage P3/P4 ad hoc business escalations
  , liaising with technical support teams to expedite business issues.
• Demonstrate a solid understanding of ITIL Change Management
  , acting as an approver for all changes going into production.
• Can communicate with stakeholders at all levels from our operational teams out on site, all the way up to the boardroom.
• Have the ability to work from the Coventry office five days per week (with occasional flexibility for personal circumstances).
• Possess an understanding of the water or utilities industry (desirable, but not essential).
• Has obtained an ITIL Certification at a minimum of foundation level.

You’ll thrive under pressure, deliver clarity, and shape processes that make a real impact. With hands‑on experience with platforms like Service Now, you’ll turn data into powerful insights that keep our systems running smoothly. If you’re proactive, detail‑driven, and a natural communicator who thrives in complex environments, this is your chance to lead and deliver results that matter.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome people from all walks of life and celebrate individuality, knowing that diverse minds, experiences, and backgrounds help us to learn and better serve our communities.

It’s not just a job; it’s a career. We offer benefits that reward great work and award‑winning training to help you reach your potential. Plus, you’ll contribute to the environment and community too. Here are some of our favourites:

• 28 days holiday + bank holidays (with the ability to buy/sell up to 5 days per year)
• Annual bonus scheme (up to £2,225, subject to eligibility)
• Family‑friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme – we’ll double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year

We can’t wait to hear from you! Have an updated CV ready and spare five minutes to apply. We’ll let you know the outcome after the closing date, so keep an eye on your phone and emails.