Incident Manager

Location:

West Malling - Hybrid
Salary/package:

£40,000 per annum
Contract type:

Permanent
Hours: Full time
This is a fantastic opportunity to take ownership of high-impact incidents at a senior level, where your decisions will bedirectly protecting critical services. You'll lead under pressure and drive real change.
Who we are

Cantium Business Solutions

is a specialist provider of IT and back-office services. We work with public sector organisations, schools, and commercial clients to deliver key services across IT strategy, cyber security, cloud computing, and project management. As part of the UK’s largest local authority-owned trading company,

Commercial Services Group ,

Cantium

supports the essential infrastructure that enables frontline services.
Commercial Services Group

(CSG) is the UK’s largest local authority-owned trading company (LATCO), with over 1,800 employees and operations in more than 86 countries.

CSG

delivers critical services across 33 trading businesses, with specialisms in IT, HR, energy, education, legal, procurement, and more.
Why this role matters

As the primary Incident Manager, you’ll lead the response to high-priority incidents, make critical decisions under pressure and coordinate cross-functional teams. Your role will be key to minimising disruption, maintaining stakeholder confidence, and driving improvements that protect service performance and operational resilience.
What you’ll be doing

Lead the end-to-end management of high-priority and critical incidents, ensuring fast restoration of service with minimal business impact.
Act as the primary point of contact for senior stakeholders during incidents, delivering clear, timely and strategic communication.
Coordinate technical and business resources to resolve incidents quickly and effectively.
Own and continuously improve the Priority Incident Management process in alignment with ITIL best practices.
Conduct post-incident reviews, identify root causes and trends, and collaborate with Problem Management to prevent recurrence.
Produce executive-level incident reports and summaries.
Work closely with the Cyber Security team to respond to sensitive or critical cyber-based incidents, following the Security Incident Response Plan (SIRP).
Line manage the Junior Incident Manager, promoting a collaborative and accountable culture within the team.
What we’re looking for

Level 4/5 qualification or equivalent professional experience.
ITIL Foundation certification (Practitioner or Managing Professional desirable).
Significant experience managing major/priority incidents in a fast-paced, ITIL-aligned environment.
Familiarity with strategic business operations and risk-based decision making
Experience in service delivery and cross-functional team leadership.
Involvement in process improvement and governance initiatives.
Ability to manage competing priorities and deliver high-quality results quickly.
Analytical mindset with strong attention to detail.
Excellent communication, negotiation, leadership and decision-making skills.
What you’ll get in return

Salary of £40,000 per annum (add here if there's any other financial perks e.g. car allowance, bonuses etc
25 days annual leave, plus your birthday off
Life assurance cover (4x salary)
Pension scheme with 4% employer contribution
Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme
Volunteer days and access to a comprehensive wellbeing programme
Tailored learning and development support with real opportunities to progress
Why CSG?

Commercial Services Group (CSG) is the UK’s largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions.
We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies.
CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.
Inclusion & Accessibility

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.
We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.

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