Lead Incident Management

Overview WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work
® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

As Team Leader & Incident Manager, you combine day-to-day leadership of the local SITA team with local Major Incident leadership and coordination for significant incidents across the MAG estate. Based at Manchester, with flexibility to work across Manchester, Stansted and East Midlands, you sit at the heart of the partnership between SITA and Manchester Airports Group (MAG), maintaining service delivery quality in a live, 24/7 operational environment.

This is a dual role. As Team Leader, you lead, develop and coordinate the local engineering and support team, making sure resource is in the right place at the right time and that the team operates as one with MAG, its airlines and its ground-handling partners. As Incident Manager, you are the local single point of accountability and the single point of contact (SPOC) for significant incidents across the MAG estate, coordinating operational response, stakeholder communications, escalation activities and service restoration efforts from identification through to resolution and post-incident review.

You operate as part of a dual-layer virtual incident management function, working closely with SITA's Central Incident Managers and specialist resolver teams so the MAG operation benefits from strong local incident leadership, clear coordination and SITA's wider global capability. You prioritise incidents based on operational impact rather than volume alone, helping to minimise service disruption, reduce restoration times and provide MAG with confidence that every significant incident is actively coordinated and has a clear point of accountability.

Incident management is not a monitoring function. It is an active control point that drives operational efficiency, protects the passenger and airline experience, and continuously feeds Problem Management so that recurring issues are eliminated over time rather than repeatedly managed. Beyond individual incidents, you own and govern the local incident management process, ensuring it is consistently applied and continually improved, and contributing to the operational and service resilience of MAG's critical airport systems.

• Act as the local single point of accountability and SPOC for significant incidents across the MAG estate, coordinating incident response, communications, escalations and service restoration activities from identification through to resolution and post-incident review.
• Lead and coordinate technical and operational resources during major incidents, acting as the primary coordination point for incident bridges and stakeholder communications.
• Ensure the shortest possible restoration times, initiating timely escalations to specialised resolver groups inside and outside SITA in line with MAG's contracts, SLAs and monitoring requirements.
• Provide clear, structured and timely communication to MAG, airlines, handlers and internal stakeholders throughout the lifecycle of an incident.
• Ensure incident response activities are prioritised based on operational impact, passenger experience and business risk, enabling effective allocation of support resources.

• Lead operational reviews of high-impact service failures and/or exercises, and drive resilience improvements across critical airport systems.
• Contribute to operational and service resilience, business continuity and disaster recovery (DR) planning across the MAG estate.
• Participate in, coordinate and learn from DR testing and resilience exercises, feeding outcomes back into continuous improvement.
• Champion a "prevent failure, not just recover" mindset in line with the Nexus model, strengthening the resilience of critical national infrastructure over time.

• Operate as the local layer of a dual-layer virtual incident management function, working hand in hand with SITA's Central Incident Managers.
• Ensure the MAG operation always has visible local incident leadership and accountability, backed by SITA's wider global incident and engineering capability, including out of hours.
• Maintain a single, auditable view of incidents through the ITSM toolset, fully integrated with MAG's environment and the SLA…