Incident Manager

Job Title: Incident Manager
Contract Type: Contract
Location: Royal Leamington Spa
Science and Engineering
Salary: £26 per hour
Start Date: 2021-11-10
REF: TL00077
Contact Name: Tom Lester
Contact Email:
Job Published: 26 days ago

Job Description

Incident Manager/Business Improvement manager

Circa £50,000 PA, 18 month contract

Leamington Spa

Purpose: The Incident Manager will aim to restore normal service operation as quickly
as possible and minimise any adverse effect on business operations.
Working closely alongside the Compliance Director and other departments to ensure
the best possible levels of service quality and availability are returned and maintained.
• Overseeing the incident management process, liaising with departments and
team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating
the incident management process.
• Prioritising incidents according to their urgency and influence on the business.
• Reporting and outlining incidents based on level of severity to internal and
external parties
• Collaborating with the incident management team to ensure that all protocols
are diligently followed.
• Logging all incidents and their resolution to see if there are recurring
• Adjusting the incident management process as required to ensure its
• Communicating with Senior Leadership Team/ IT Director if major issues are
found in the IT system.
• Managing the incident team members by re-assigning workloads and re-
scheduling non-urgent tasks

Key Outputs and Deliverables:
• Q-Pulse non-conformity reports
• SOC incident reports and MHRA critical incident reports
• Risk Assessments
• CAPA plans and reports
• KPI data associated with all of these

Key Stakeholder Relationships:
• Laboratory Operations
• Quality Assurance

Skill and Capability Requirements:

• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyse a high volume of technical data and work in a fast-paced
• Excellent Root Cause Analysis skills, strong problem solving, analytical, and
time management skills.
• Good reporting and communication skills.
• Professionalism and Diplomacy.
• Scientific knowledge.