At Places for People, we hire People, not numbers! So, if you like the sound of one of our jobs, please apply - you could be just who we're looking for! Of course, experience and track record are important, but we're more interested in hiring someone that embodies our People Promises. That's someone that does the right thing, is enthusiastic and motivated to grow, believes in Community spirit, is respectful and enjoys their work. As the UK's leading Social Enterprise we're dedicated to creating inclusive and thriving Communities for both our Customers and Employees.
So, what are you waiting for? Join a community that cares about you!
More about your role
As our Incident Lead, you will take ownership of the end-to-end management of IT incidents, ensuring services are restored quickly and disruption to the business is minimised. You'll lead and coordinate Major Incidents, acting as the key escalation point for high-priority issues and driving a consistent, controlled response across IT teams and third-party suppliers.
You'll maintain strong operational control throughout the incident lifecycle, ensuring incidents are logged, prioritised and managed in line with agreed standards and ITIL-aligned processes. You'll also facilitate post-incident reviews, providing insight into root causes, identifying trends, and feeding improvements into Problem Management. Alongside this, you'll deliver clear reporting on incident performance and continuously enhance processes, tooling and governance.
For more information, download a copy of the job description.
Essential criteria
- Proven experience in Incident Management, IT Operations or Service Management
- Strong working knowledge of ITIL Incident and Major Incident Management practices
- Experience leading and coordinating Major Incidents in a live environment
- Experience using IT service management (ITSM) tools
- Demonstrable ability to manage cross-functional teams and suppliers to restore services against SLAs
More about you
You'll be confident working in high-pressure environments, able to take control of critical incidents and drive them through to resolution with urgency and clarity. You're experienced in coordinating multiple teams and stakeholders, ensuring communication is clear, timely and tailored to your audience.
You'll bring strong analytical and problem-solving skills, with the ability to identify trends and opportunities for improvement. You're committed to governance and continuous improvement, and you take ownership of driving better outcomes across incident processes, performance and service delivery.
At Places for People, we are committed to a safe working environment so a basic DBS check is mandatory.
Benefits
We are a large diverse and ambitious business, which will give you all the challenge you could wish for.
We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:
- Competitive salary with regular annual review
- Pension with matched contributions up to 7%
- Bonus scheme for colleagues at 2%
- 35 days holiday (including bank holiday) with option to buy or sell days
- Healthcare cashback plan for everyday medical costs - up to £500 savings per year
- Access to wellbeing support such as counselling and flu jabs
- Private GP and health support services available
- Access to a rewards platform with retail and lifestyle discounts
- Savings on groceries, travel, shopping and home products
- Ongoing training and development opportunities
- Access to professional qualifications and career progression
- Internal development programmes and learning support
- Recognition schemes such as Star Awards and Colleagues Awards
- Strong focus on inclusion, wellbeing and colleague engagement
- Free membership to Places Gyms
