Incident Response Manager @ South West Water

Operations & Logistics (1)

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Are you looking for a leadership role where you can inspire your teams to make sustainable changes that have a positive impact on the local environment?

We have a role which will drive innovation and to deliver measurable impact within our Service & Support Centre team in our Operations business. As our Incident Response Manager, you provide strategic direction to ensure the business can respond to all incidents with an operational impact.

Based in our Head Office in Exeter, you will receive an annual salary of £58,000 - £61,000 plus a company car and excellent benefits.

About the role:

As our Incident Response Manager, you will lead a team of 24/7/365 Incident Controllers who manage incident responses across our business, minimising disruption, environmental impacts, and inconvenience to customers. With strong people and stakeholder management skills, you thrive in a people facing role as well being a strategic thinker, able to develop plans and processes to mitigate current and future risks to business continuity.

What you'll be doing:

Accountable for the Company’s planning and preparedness approaches to protect and maintain our organisational capability to deliver core services and to anticipate and plan for major incidents.
Accountable for managing the incident process for business impacting incidents, ensuring that service resolution options all managed with urgency, care and professionalism.
Responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause.
Represent the business on internal and external forums relating to business continuity, emergency planning and incident management.
Responsible for keeping incident management teams from across the business aligned, supporting them in making key decisions and ensuring every member’s skills are used to their full potential when it matters most.
Review, refresh and implement robust incident response processes and procedures to support the business in the effective and efficient management of events and incidents with an operational impact.
Prepare corrective strategies and investment plans for areas of emerging risk and implement timely and proportionate continuity/recovery plans.
Work with the Operational teams to ensure supplementary support mechanisms, such as Alternative Water Supply (AWS) arrangements and emergency power generation assets are robust, fit for purpose and routinely tested/exercised.
Work with the Business Continuity Manager and functional leads to develop and implement a training and development framework for the wider business with the specific aim of widening the footprint of competent personnel able to support Operations during events and incidents.
Develop and implement a training and development framework for the wider business with the specific aim of widening the footprint of competent personnel able to support Operations during events and incidents.
Lead by example, acting as a role model to effectively embed our values and drive innovation across the team and wider.

What we are looking for:

Demonstrable experience of working at a senior level within a complex organisation.
Professional qualification in Emergency Planning or Business Continuity.
Chartered membership of a relevant professional body.
Experience of water industry regulatory frameworks or equivalent experience of operating in a regulated environment.
Experience of working within a pressurised 24/7 service environment.
Experience of managing teams/projects with mix of internal and external resources.
Confident and clear communicator, comfortable in presenting complex information to a diverse range of internal and external stakeholders.
Ability to assimilate complex data from multiple sources and to provide assurance over regulatory data returns and consultations.
A strategic thinker, able to exploit opportunities for growth and embrace innovation to drive operational efficiency and best value.
Knowledge of continuous improvement techniques, able to analyse business processes and implement corrective action plans.

Closing Date: 3rd October 2025

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.

Incident Response Manager

South West Water

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