Incident Manager

Are you an experienced incident management professional who can remain calm under pressure, bring teams together and keep customer-facing services moving?

At Transport for Greater Manchester (TfGM), we're delivering ticketing and retail solutions that support journeys across the region. As we continue to transform how customers access public transport services, we are looking for a Ticketing Systems Incident Manager to manage the end-to-end incident management capability across our Ticketing, Retail and Payment services. This is a key operational role covering people, processes and technology, with responsibility for coordinating internal teams and external suppliers to monitor, manage and resolve service incidents effectively.

Your Role

You will be an experienced service and incident management professional with a strong customer focus and the confidence to operate at a senior level.

You will take ownership of incidents and problems from initial diagnosis and prioritisation through to service restoration. Throughout this work, you will ensure that customer impact is understood, risks are effectively managed and stakeholders receive clear, timely information.

The role also has a strong focus on operational reporting and continuous improvement. You will use service insight, incident trends and stakeholder feedback to strengthen processes, improve service performance and help make our ticketing and retail systems more resilient.

You will bring

• A strong track record of delivering excellent customer service to internal and external stakeholders.
• The ability to create effective processes and approaches that improve service analysis and operational performance.
• Strong operational and commercial knowledge of managing services delivered by external organisations.
• Strong analytical and problem-solving skills, with the ability to make sound decisions in a fast-moving environment.
• The confidence to lead incident response activity, manage competing priorities and communicate clearly during periods of service disruption.
• A collaborative approach and the ability to build productive relationships across technical, operational and customer-focused teams.

Who are we?

This role sits in the Ticketing Team in the Customer & Growth Directorate. We are a diverse, multi-disciplined team driving forward significant change. You will work with a range of colleagues at all levels across TfGM and will report into a Ticketing Operations Lead.

What you’ll bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

Essential Experience and Skills

• Substantial experience of managing live customer-facing systems supported by internal development teams and external suppliers.
• Experience of managing complex, integrated systems where the business is responsible for ensuring the end-to-end service works effectively.
• Substantial experience of business relationship management and the ability to engage, influence and communicate with stakeholders at all levels.
• Experience of operational risk assessment and risk management.
• Experience of managing systems and processes at a senior level to ensure successful service delivery.
• Extensive experience of ITIL principles and service management approaches.
• Experience of strategic supplier and performance management.

What we can offer you

At TfGM you'll be part of an organisation that is helping shape the future of transport across Greater Manchester. We offer an inclusive and supportive environment where people are encouraged to develop, innovate and make a real difference.

You'll have the opportunity to work on projects that directly impact customers and communities while developing your own skills and experience within a progressive organisation committed to delivering excellent public services.

This is a permanent role and comes with a salary of £50,679 - £56,359 per annum depending on experience.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

What's next?

Please note we may close the advert early if we receive a high volume of applications.