Incident Manager

Job summary

The Infected Blood Compensation Authority (IBCA) is a new arm’s-length body set up, at unprecedented pace, to administer compensation to people whose lives have been impacted by the infected blood scandal.

IBCA will ensure payment is made in recognition of the wrongs experienced by those who have been infected by HIV, Hepatitis B or C, as well as those who love and care for them. They have been frustrated and distressed by the delays in achieving proper recognition, and we must help put this right.

We are committed to putting the infected and affected blood community at the centre of every decision we make and every step we take to build our organisation to deliver compensation payments.

IBCA employees will be public servants. If successful in this role you will be appointed directly into IBCA, on IBCA terms and conditions as a public servant.

Successful applicants will join the Civil Service Pension Scheme.

Please note that the mission of IBCA means that it is likely to be operational for a period of approximately 5 to 7 years. When IBCA’s work begins to wind down, IBCA employees will receive support and practical guidance to find a new role, whether in the Civil Service, another Arms Length Body (ALB), or an external employer.

Are you driven and ready for an exciting opportunity which will make a real impact? This is a challenging and fulfilling role that requires pace, impact, sensitivity, and compassion.

The multidisciplinary teams within IBCA’s Digital Service Directorate are organised around delivering our mission and priorities:

• To create a user-centred, empathetic end-to-end service at the heart of IBCA;
• To provide the means of paying compensation to those eligible;
• To iterate our service through starting small and scaling fast, through a test and learn approach.

A rare opportunity to play a key role within a newly formed IT Service Management team across a public service making a real difference. Joining IBCA early in the service lifecycle allows the Incident Manager to help shape the incident management support processes, effectively establishing the function within the organisation. Utilising industry best practices, and working within a dedicated team of ITSM professionals, the Incident Manager will play a key role in driving the success of the service management strategy.

Job description

IBCAs Incident Manager will be responsible for shaping and managing the organisation's incident management strategy.

You will manage services and processes across the full platform, including; public and internal facing digital products, data, and multiple channels. You will deliver processes to ensure service availability, performance and process maturity is managed to meet IBCA’s requirements and user needs.

You will establish policies and standards for incident management aligned with organisational goals. You will also be responsible for the testing and continuous improvement of the incident management processes and procedures, ensuring compliance with regulatory requirements

You will provide leadership during major incidents, coordinating cross-functional teams and external partners, making high-level decisions to minimise impact and ensure swift recovery.

You will ensure incident resolution within service targets and will analyse metrics and reports on the performance of the incident management process.

A key part of the role is to lead the development of the organisational capabilities for incident management. You will promote organisational collaboration and ensure that incident management processes are understood and adopted across the organisation.

To perform this role, you will work collaboratively across stakeholder groups, actively networking with others to secure buy in and support of the processes and their ongoing management. You will also work with technical experts to establish and report against monitoring processes to ensure early warning detection and prevention of potentially service impacting events.

You will have experience of working within multi-disciplinary teams and of Agile methodologies, as well as an awareness of ‘health checks”’ and the role they play within those methodologies.

To be successful, you will also need to operate effectively in a fast paced, transparent, multi-discipline environment.

You will be an ITIL Foundation certificate holder, or hold equivalent expert experience of leading on Incident Management in an agile, multi-disciplinary organisation.

Responsibilities

• Designing and implementing different processes and procedures for different categories of incidents including, but not limited to, major incidents, information or security incidents, complex incidents and low impact incidents;
• Establishing incident response teams or security incident response teams;
• Provide leadership during major incidents, coordinating cross-functional teams and external partners, making high-level decisions to minimise impact and ensure swift recovery;
• Enhancing preparedness through regular testing, training, simulations and development of incident response plans and playbooks;
• Restoring service to users as quickly as possible, prioritising service continuity over permanent solutions;
• Managing unplanned interruptions to a service or reductions in service quality;
• Coordinating root cause analysis reports and the creation of Post Incident Review reports, ensuring that the audience for each is understood and maintained. Responsible for the management and completion of actions and activities resulting from PIRs;
• Routing requests for help to appropriate functions for resolution;
• Monitoring resolution activity;
• Ensuring compliance with regulations and data privacy requirements;
• Using automation and data-driven tools for earlier and faster incident detection and resolution;
• Informing users, customers and key stakeholders of progress towards service restoration;
• Look for opportunities to collaborate and improve processes, communicating with both technical and non-technical people;
• Act as an expert contributor in ITSM service discussions across high risk and complex areas under constrained timelines.

Person specification

Essential criteria

You will have the following skills, knowledge, and experience:

• Proven experience in an Incident Management lead role, showing a thorough understanding of technical concepts (including ITIL), and can explain how these fit into the wider Service Lifecycle within an agile delivery environment;
• Working as part of a multi-disciplinary team to jointly implement a Service Management framework which delivers outcomes aligned with business needs, with a particular specialism in the incident/major incident space;
• Practical knowledge of modern cloud-first architectures, leveraging cloud capabilities to design secure, scalable applications, while mitigating security risks in public cloud environments;
• Can communicate technical concepts for multidisciplinary teams and stakeholders, ensuring mutual understanding and fostering strong relationships, particularly with operational colleagues;
• Demonstrates an ability to successfully guide cross-discipline teams through an incident lifecycle and act as a lead communicator to a range of different stakeholder audiences and agendas;
• A strong team ethos, showing a willingness to assist and support colleagues within a newly formed and evolving team.

Desirable criteria

• Knowledge and experience in the problem management process, and an understanding of the links between incident and problem, would be desirable.

Additional information:

A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.

Qualifications

ITIL Foundation

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Working Together
• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £47,258, Infected Blood Compensation Authority contributes £13,690 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Premium allowance paid monthly after probation
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%
• 32.5 days of paid annual leave plus 8 bank holidays
• Family friendly policies to support you and your everyday responsibilities
• Enhanced maternity and paternity leave, up to 12 months shared parental leave

Recent changes in skilled worker visa eligibility mean that a Skilled Worker must have a job offer in an eligible skilled occupation from a Home Office-approved sponsor. From 22 July 2025, the job must normally be skilled to level 6 (graduate level) on the Regulated Qualifications Framework for England and Northern Ireland, or the equivalent level in Wales or Scotland, or be included on either the Immigration Salary List or the Temporary Shortage List. Please be aware that if the role is not eligible for a skilled worker visa that we will be unable to provide sponsorship.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Application process

As part of the application process you will be asked to complete a CV. Further details around what this will entail are listed on the application form.

You will also be asked to complete Behaviour statements as part of your application form.

Selection process

Candidates who are successful at sift will then be invited for an interview.

At interview, you will be assessed against Behaviours and Strengths.

Expected timeline (subject to change)

Expected sift date – w/c 26th January.
Expected interview date/s – 5th - 10th February.
Interview location - Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via IBCA.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Further Information

A reserve list may be held for a period of 3 months from which further appointments can be made.

Any move to IBCA from another employer will mean you can no longer access childcare vouchers. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website)

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the IBCA if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

PLEASE NOTE: IBCA employees are public servants, therefore the Civil Service Nationality Rules (CSNR) do not apply. Candidates who do not meet the CSNR are welcome to apply and applications will not be rejected: successful candidates however will be subject to a Right to Work check to work within the UK.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : IBCA Recruitment Team
• Email : ibca.recruitment@ibca.org.uk

Recruitment team

• Email : IBCA.grs@cabinetoffice.gov.uk

Further information

Our recruitment and selection processes are underpinned by the requirement of selection for appointment on the basis of merit by a fair and open competition. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should contact the Resourcing Team at IBCA.grs@cabinetoffice.gov.uk

Attachments

Employee Offer Opens in new window (pdf, 1851kB)