Incident and Problem Manager

Role type

Police Staff

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Contract duration

Permanent

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Contract type

Full Time

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Department

ICT

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Location

Headquarters Devizes

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Grade/scale

Including a market supplement, the salary for this role is up to £49,118pa

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Find out if you are eligible

Vetting | Wiltshire Police

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Risk assessed factors

DSE use (for a substantial part of work)

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Closing date

30/09/2026, 12:00

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Job description

About us

At Wiltshire Police, we are dedicated to making our community a safer place for everyone. Our team is committed to upholding the highest standards of integrity, professionalism, and service. We believe in creating a supportive and inclusive environment where every member can thrive and make a meaningful impact. Whether you’re just starting your career or looking to advance, Wiltshire Police offers a range of opportunities to grow and develop. Join us, and be part of a team that values courage, compassion, and dedication to public service. Help us to keep Wiltshire safe.

About our DDaT Services team

At Wiltshire Police, we're transforming policing through Digital, Data and Technology. We recognise that DDaT is no longer simply an enabler of policing; it is a strategic capability at the heart of how we protect communities, empower our workforce and deliver better public services. As we evolve from a traditional ICT function into a modern, user-centred DDaT organisation, we're embracing cloud technologies, automation, AI, data and digital innovation to create smarter, more connected and resilient services. Join us at the start of an ambitious transformation, where you'll have the opportunity to shape the future of digital policing, work with emerging technologies, influence meaningful change and build a rewarding career that makes a real difference to our organisation and the communities we serve.

About the role

As Incident & Problem Manager, you will play a critical leadership role in ensuring the reliability, resilience and performance of digital services across Wiltshire Police. You will lead the response to major incidents, coordinate multidisciplinary teams to restore services quickly, and drive lasting improvements that prevent issues from recurring. Using data, insight and continual improvement principles, you will help shape resilient, user-centred digital services that support frontline policing, protect operational continuity and enable the delivery of modern digital policing.

What you will be doing

Lead the end-to-end management of incidents, major incidents and problems, ensuring rapid service restoration and minimal operational disruption.

Act as the incident commander during major incidents, coordinating technical teams, suppliers and stakeholders to maintain service availability and confidence.

Provide clear, timely and effective communication throughout incident lifecycles, keeping operational and senior leaders informed.

Coordinate technical response and escalation activities, ensuring the right expertise is engaged at the right time.

Lead root cause analysis for significant and recurring incidents, identifying opportunities to improve service resilience and performance.

Own and prioritise the problem backlog, driving corrective and preventative actions that reduce repeat incidents and organisational risk.

Use service data, trends and performance insight to proactively identify risks and support continual service improvement.

Work collaboratively with Service Owners, Platform, Application, EUC, Cyber Security and supplier teams to enhance end-to-end service reliability and user experience.

About you and your experience

Proven experience leading incident and problem management activities within a complex Digital, Data and Technology environment.

Strong stakeholder engagement, communication and decision-making skills, with the ability to lead confidently during high-pressure incidents.

Experience conducting root cause analysis, driving continual service improvement and implementing preventative solutions.

A collaborative, user-focused approach with a passion for improving service reliability, resilience and operational performance.

Essential Professional Certifications

ITIL 4 Foundation certification.

ITIL 4 Practitioner: Incident Management certification.

ITIL 4 Practitioner: Problem Management certification.

ITIL 4 Practice Manager: Monitor, Support & Fulfil certification.

ISO/IEC 27001 Foundation certification or Cyber Essentials certification or equivalent understanding of cyber security best practice.

What we offer

Excellent career development opportunities

Professional development and training

25 days annual leave plus bank holidays, rising to 30 days

Hybrid working

Flexi hours scheme

Free On-Site Gym membership

Physical and mental well-being support

Generous Pension scheme

Please note, all roles will be subject to a vetting procedure, some roles due to the nature of their work, will require additional security clearance.

Depending on the number of applications received, we reserve the right to close this role early.

We are proud of being a truly inclusive organisation who provides fair and equal consideration to all of our applicants. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence.

If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

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Important information before you commence an application

Please ensure you allow time to complete your application fully as part complete pages do not autosave and the application system only remains active on a single page for a period of 60 minutes.

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You may require the following detail to complete this application form:

National Insurance Number

Identification Detail e.g. passport

Address information

Referee information

Full employment history including dates and any qualifications you may have attained

Tattoos - you will also be requested to provide photos and describe of any visible tattoos you have

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You may require the following documents to complete this application form:

A Passport style photograph

A copy of your photo card driving licence

A downloaded DVLA summary showing full driving record

A copy of your paper driving licence counterpart (Northern Ireland only)

A copy of your British Passport or birth certificate (if a candidate does not have a passport, then they may use their birth certificate, but will need to provide a copy of a British passport once they have obtained one.)

Copies of your qualifications relating to English and Maths (only). If applying for the Degree Holder Police Constable Apprenticeship, you will need a copy of your Degree Certificate.

Clear, colour photos of any non-intimate tattoos

Formal translation from a reputable source for any foreign language or symbol tattoos

Any paperwork relating to discharged debts, CCJ, bankruptcy etc

Deed poll certificate for any name changes

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