Vacancy Type:
23 (GVC)
About The Role

Job description

Job Title:

Manager of Incident Management


UK, London, Stratford



Managing and Leading the Incident and Major Incident Management for all Ladbrokes Coral platforms and services

Reports to:

Head of Technical Operations


No. of Direct reports:




Working hours: Normal office hours with out of hours escalation when necessary

Budgetary Responsibility: None



Purpose of Role:


The Manager of Incident Management at Ladbrokes Coral plays a key role to the success of our products and services. 


Using proven methodologies and smart processes, a team of Incident and Senior Incident managers will ensure a pro active approach to Technology stability for our customers.


When things do go wrong, your team will be there on the front line with the necessary skill set and business knowledge to get service back to our customers as quickly as possible.


The Manager of Incident Management will be able to face into critical situations with composure and take the responsibility of the Technology department to deliver resolutions to our business and customers.


Teams will be based in London and Gibraltar and some travel will be necessary.


Key Responsibilities:

  • Manage a combination experienced and junior but motivated Incident Managers ensuring we consistently deliver a high standard of service across all initiatives.
  • Manage resource and responsibilities, meeting onsite presence, out of hours support, and other staffing requirements effectively.
  • Develop and empower the Incident Management team to consistently command high profile major incidents within complex environments with complete confidence, engaging internal and external support teams globally. Driving the virtual resolution team to efficiently restore service.
  • Develop and empower the Incident Management team to consistently deliver clear and accurate communication during all incident across the business and technology including senior and exec management levels meeting agreed KPI’s
  • Responsible for driving productivity within the Incident Management team, ensuring the roadmap of all initiatives is progressed efficiently and effectively reported.
  • Demonstrate the ability to lead, and empower the team to lead, physical and virtual teams of technical resource from all arena’s driving troubleshooting and recovery with confidence and authority reducing time to repair on major and crisis outages
  • Govern the Incident Management end to end process with cross Technology teams and external vendors, ensuring all KPI’s are met and a high standard of management and reporting are consistently achieved.
  • Produce and present comprehensive incident and productivity reports to a variety of audiences including senior and exec management level
  • Participate and lead high profile multi-platform Technology incident’s, reviews and problems investigations.
  • Support and participate in the management of Disaster Recovery and contingency tests for all technology platforms.
  • Perform as a role model and positive leader, demonstrating the ability to adjust in a fast pace every changing environment.
  • Drive positive collaboration across all operational and technology functions, leading initiatives and improvements across the organisation.
  • Lead high profile meetings and events with attendees up to and including director level, demonstrating the ability to chair with clear structure and authority.
  • Act as deputy for Head of Technical Operations as and when necessary



Specialist skills and experience


  • Extensive experience in a related high-profile senior role managing managers.
  • Ability and aptitude to influence and lead groups up to and including director level.
  • Knowledge and experience in multi-platform Technology environments
  • Experienced working in a GLOBAL organisation
  • Excellent organisational and communication skills
  • Experience and aptitude for managing senior stakeholders and vendor relationships
  • Strong crisis management skills – able to direct work and remain calm in stressful situations
  • Knowledge and understanding of ITIL processes
    (ITIL foundation certificate / ITIL Managers Certificate desirable)
  • Knowledge and understanding of the Agile methodology
  • Ability, motivation and aptitude to lead in a high profile, ever changing environment, driving the team, intense situations, as well as multiple initiatives all at once.
  • Demonstrable knowledge and understanding of complex support systems and processes.
  • Strong analysis ability and problem-solving skills.
  • An individual that has gravitas, not afraid of conflict, can influence at all levels and can work in stressful situations.
  • Past experience of online gambling systems would be an advantage but not essential



Competencies / Behaviours


  • Ability to adapt to change and take the team with you. LCG / GVC is a hugely fast paced company and this results in things changing quickly and often.




Additional Information
About The Company
At Ladbrokes Coral, we believe we’ve got the best brands in betting and gaming; and the best people behind them too.

There’s never been a more exciting time to join us. Our recent merger combined more than 230 years of heritage and opened up a world of exciting opportunities for the future. With the biggest UK retail estate in the industry, a growing digital business and an ever-expanding international presence, we want to be the world’s best betting and gaming company, where customers want to play and people want to work.

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.