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 be directly 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.