Are you passionate about ensuring technology issues are resolved quickly and effectively so colleagues can continue delivering vital services to people with a learning disability?
At Mencap, our Digital, Data & Technology (DDaT) function plays a vital role in enabling the organisation to deliver safe, reliable and effective services for people with a learning disability. Colleagues across Mencap depend on digital systems and services every day to communicate, access key information and support high-quality service delivery.
The Incident Manager is a critical position within this function, responsible for ensuring that technology-related incidents are managed efficiently and effectively, minimising disruption to colleagues and the people we support.
What will you do
In this role, you will be at the centre of keeping technology services running smoothly, stepping in whenever incidents arise to ensure they are managed with pace, clarity, and control. You’ll take ownership of coordinating responses to issues impacting colleagues or critical services, bringing together teams from across Digital, Data & Technology to diagnose problems and drive them through to resolution as quickly as possible.
Working closely with the Help Desk, platform engineers, and application specialists, you’ll make sure every incident is prioritised appropriately and communicated clearly, acting as the single point of coordination to keep everyone aligned and focused. When higher priority or major incidents occur, you’ll take the lead in orchestrating the response, directing technical teams regardless of reporting lines and ensuring collaboration remains strong under pressure so that services are restored with minimal disruption.
You’ll play a key role in maintaining high standards across incident management practices, making sure incidents are consistently recorded, prioritised, and resolved in line with established processes. As part of this, you’ll ensure that documentation, post-incident reviews, and operational records are accurate, thorough, and valuable for future learning.
Beyond managing live incidents, you will also contribute to continuous improvement. By identifying patterns in operational issues and supporting investigations into recurring incidents, you’ll help strengthen long-term service stability. You’ll also support service transition and operational readiness for new or changing platforms, ensuring that the organisation is prepared to manage incidents effectively from day one.
Ultimately, you’ll be a critical figure within Technology Operations and Service Management, helping to protect the reliability and resilience of digital services while driving a culture of accountability, collaboration, and continuous improvement.
Regular onsite presence is expected in either the London or Peterborough office (x2 a week) to support team leadership, stakeholder engagement and effective oversight of Help Desk operations. The role may also require ad -hoc travel to other Mencap locations to support service delivery and engage with colleagues where necessary.
Do you have the skills and experience
- Experience coordinating technology incidents or operational issues within a service or support environment.
- Takes control of incident response during major incidents, directing technical teams to ensure rapid and effective service restoration
- Strong understanding of incident management practices and the importance of restoring services quickly and safely.
- Experience working with service management or ticketing systems.
- Ability to coordinate technical teams during operational incidents.
- Strong organisational skills and the ability to manage multiple incidents simultaneously.
- Ability to remain calm and structured when managing high -pressure situations.
- Strong communication skills with the ability to provide clear updates to colleagues and stakeholders during incidents.
- Owns post -incident reviews (PIRs), ensuring root causes are identified and corrective actions are tracked to completion.
- Coordinate operational response to cyber security incidents.
- Direct technical teams during security incidents to ensure containment, remediation and recovery activities are completed effectively.
- Maintaining accurate incident records, post -incident reviews, action tracking and operational reporting documentation.
- Experience coordinating technical teams during infrastructure, platform or service outages.
- Experience contributing to operational governance processes including CAB, PIRs and problem management.
- Experience working collaboratively with cyber security, infrastructure and delivery teams during operational incidents.
- Experience working with technical teams to investigate and resolve system issues.
- Ability to analyse incident data to identify patterns and opportunities for improvement.
- Understanding of IT service management frameworks such as ITIL.
- Strong attention to detail and the ability to ensure incidents are recorded and managed accurately.
- A commitment to Mencap’s values and a desire support the organisation’s mission to improve the lives of people with a learning disability
Applications for this role will close on Wednesday the 19th August - Interviews will take place from w/c 24th August.
ID - 36383
Here at Mencap, we offer an impressive range of benefits designed to support and reward our employees to ensure that our teams feel valued and appreciated.
Our benefits package offers 32 days of paid holiday (including bank holidays, pro rata), along with a range of perks such as discounts at leading high-street retailers, access to health cash plans, interest-free loans, and many more exciting offerings.
For more details on what we have to offer, please see the attached document outlining all the fantastic benefits available to you as a member of our team!
Our vision is for the UK to be the best place in the world for people with a learning disability to live happy and healthy lives.
We're here to support people with a learning disability, their families and their carers. We fight for a kinder, fairer and more inclusive society for people with a learning disability to live in.
At Mencap, everyone works with people with a learning disability either providing support or advice, or alongside one another as colleagues.
Belonging at Mencap is for everyone, every day, everywhere.
- Everyone is expected to treat people well and make Mencap an inclusive organisation.
- Every day we grow and learn. It’s okay to make mistakes but we learn from them and make changes
- Everywhere people will feel respected, valued, and safe to be themselves.
We have Belonging network groups that meet online and are open to all colleagues. The groups include people who identify as Black and Asian, LGBTQIA+, disabled or with a long- term health condition, women, parents and carers, and their allies.
We want to encourage everyone to apply to work at Mencap and we offer a variety of different contract types and working patterns. We’re not looking for specific experience. It is your personality and values that will make you a great colleague. We will train and develop you to succeed in the role you’re applying for.
