Incident Manager (One Login) – Government Digital Service (GDS)

The Government Digital Service (GDS) is the digital backbone of the UK government, responsible for high-profile platforms like GOV.UK and the Incubator for Artificial Intelligence (I.AI). As an Incident Manager within the One Login programme, you will join a world-class team solving some of the nation’s most complex digital challenges. One Login is a critical initiative aimed at providing a single, secure way for millions of citizens to access government services. If you are a technical professional who thrives under pressure and is committed to user-centered service reliability, GDS offers an environment where your talent translates into national impact.

About the Role

Reporting to the Major Incident Manager, you will be a vital link in the One Login Technical Service Desk. Your primary mission is to ensure service continuity by managing technical incidents from escalation to resolution. This is not just a reactive role; you will proactively monitor trends, identify deficiencies in IT operations, and collaborate with supplier management to ensure performance stays within agreed SLAs/SLOs. Whether you are coordinating a rapid response to a major outage or translating user stories into improved service designs, you will be accountable for the reliability of a service that millions of people depend on daily.

Key Responsibilities

Escalation Management: Serve as the routine point of contact for support requests, providing expert investigation and diagnosis to enable swift resolution.
Service Oversight: Support Service Desk Analysts, tracking and monitoring issues to ensure they meet GDS standards and service level agreements.
Problem Solving: Initiate actions to investigate patterns and trends, consulting with specialists to implement long-term resolutions to recurring issues.
Stakeholder Engagement: Communicate effectively with users and internal referral groups, keeping all parties informed of events that impact day-to-day activities.
Continuous Improvement: Use data analytics and customer satisfaction metrics to drive efficiencies and enhance business performance.
Leadership Support: Deputise for the Major Incident Manager (MIM) when required and participate in an on-call rotation for after-hours support.

Person Specification (Requirements & Skills)

Proven track record of working in a Critical National Infrastructure (or comparable scale/complexity) live service environment.
Experience working on a technical service desk, preferably for a high-profile service comparable to One Login.
Demonstrable track record of coordinating the response to major incidents, ensuring restoration of service and effective stakeholder engagement.
Ownership and Accountability: Ability to own an issue until resolved or successfully handed over, with full accountability for decisions made.
Communication Skills: Excellent ability to build relationships with stakeholders at all levels and translate complex technical concepts into clear information.
Process Optimization: Awareness of how to identify process deficiencies and implement improvements to development and support workflows.
Technical Literacy: Familiarity with common service reliability problems, cloud computing components, and modern digital service architecture.
ITIL Awareness: A high-level understanding of Incident and Problem Management frameworks.

Benefits & Hub Locations

National Impact: Contribute to the “One Login” programme, a cornerstone of modern UK digital infrastructure.
Talent Hubs: Roles are available in Manchester, London, and Bristol, offering the chance to work alongside some of the world’s most skilled digital professionals.
Inclusive Culture: GDS is part of the Department for Science, Innovation and Technology (DSIT), fostering a culture of transparency, accountability, and investment in talent.

To apply for this job please visit restless.co.uk.