Operational Incident Manager

Who are we?
Thames Water is the UK's largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km's of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open.

What you'll be doing
You will be part of an exciting and pivotal team, where no two days are the same. You will be responsible for assessing risk and instigating the relevant incident response to mitigate and minimise the impact of emerging risks to the business. You will be the strategic lead acting as incident controller for internal incidents. As well as setting the strategy, you will proactively engage with stakeholders, ensure resources are effectively utilised and make sure clear plans are in place.

Your key duties will include:

• Acting as Incident Commander for all internal incidents instigating the appropriate command structure, setting out the problem, the strategy, desired outcome and ensure that team members are clear on expectations, actions and priorities. Command until such time that the severity and business impact of an incident is deemed that which requires escalation to executive Gold Command
• Being accountable for ensuring resources within the incident structure are utilised in line with their expected roles and responsibilities as outlined in Incident Management procedures, controlling and redirecting when appropriate
• Proactively communicate with key internal and external stakeholders in respect of operational status and water/wastewater service failures in a timely manner
• Responsible for maintaining a holistic view of operational impact on ability to maintain service to customers, protect the environment and indirect impacts of risks upon other areas of the business which could cause further incident management needs
• Deliver effective communication during and after incidents, both internally and with external stakeholders, customers and regulators, utilising established procedures as set out in the Incident Management procedures
  
• This position is based in Reading
• Shift Pattern: 3 days, 2 off, 4 nights, 15 off, 4 days, 2 off, 3 nights, 8 off with all annual leave and bank holiday allowance built into your off periods
• Shift Allowance: £12,000 per annum
• Car Allowance: £5,800
• Car is not specifically needed for the position but you are required to be able to attend other locations within Thames Water area if the need arises
  

We're looking for you to

• Have water/waste experience or previous experience managing operational incidents
• Be able to work under pressure and effectively prioritise conflicting requirements
• Have the confidence and ability to make decisions based on limited information in a risk-based environment
• Demonstrate a calm approach and strategic thinking
• Excellent communication skills, both verbal and written
• Exceptional relationship management, negotiation and leadership skills
• Experience using specialist incident management tools
  

What's in it for you?
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme.
We're proud of the positive ways of working we have adopted during the pandemic. We want to create a more flexible and dynamic environment so all our colleagues can thrive. For our office-based roles we're moving to a hybrid approach where we'll provide options around working from our offices, our operational sites and home dependent on role/team/individual. This will be discussed during the assessment process.

Thames Water is a unique, rewarding and diverse place to work. If you join our team, you'll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We're also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader and we're a Times Top 50 Employer for Women.

Click here to find out more about working at Thames Water