Role Purpose

The Incident and Service Management Specialist is responsible for owning and commanding all major service events across assigned customers, including Major Incidents, Major Changes, Major Releases, and Major Security Incidents.

Acting as the single operational owner on duty, the role ensures effective ground-level execution through disciplined coordination of internal delivery teams and external vendors, while maintaining clear, timely, and confident communication with customers and senior stakeholders during high-impact situations.

This role is not hands-on technical, but requires strong situational awareness, sound operational judgement, and the ability to direct multi-disciplinary teams under pressure. The role plays a critical part in protecting service outcomes, customer confidence, and contractual commitments during major events.

Key Responsibilities

• Assume end-to-end ownership ...