Upgrade and Incident Manager

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day. We’re searching for a UK-based Incident & Upgrade Manager to join our Customer Operations / Customer Support team, so that we can stabilise service performance, reduce incident recurrence, and improve customer experience across our platform. The Incident & Upgrade Manager will lead major incident management, oversee customer upgrades, and drive continuous operational improvement to deliver more reliable, efficient, and customer-focused services across the organisation. How You’ll Spend Your Time Leading major incident response calls to ensure structured, timely resolution and clear accountability across Support, Product, Engineering, and Customer Success Owning the end-to-end lifecycle of high-severity incidents to minimise customer impact and drive full root cause resolution Driving post-incident reviews (PIRs) and problem management practices to eliminate repeat issues and improve long-term platform stability Coordinating and managing customer upgrades to ensure smooth delivery, minimal disruption, and strong communication Analysing service performance data to identify trends, risks, and opportunities for improvement across incidents and operations Building and embedding scalable processes, governance, and ITIL-aligned frameworks to improve consistency, efficiency, and cross-team collaboration What Kind of Things We’re Most Interested in You Having Proven experience in incident and/or problem management within a SaaS or technology environment Demonstrated success in leading high-pressure incidents and driving improvements to service performance and reliability Strong understanding of ITIL frameworks (incident, problem, and change management) Ability to translate technical concepts into clear actions and communications for both technical and non-technical stakeholders Experience working cross-functionally across Support, Engineering, Product, and Customer Success teams Strong stakeholder management skills with the ability to influence, challenge, and drive accountability at senior levels A customer-first mindset with a passion for improving service delivery and operational outcomes A proactive, high-energy approach with the resilience to thrive in a fast-paced, complex environment Ability to travel across the UK as needed (typically monthly) with a primarily remote working model By enabling flexibility in how we work and prioritising employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees. RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, colour, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law. As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [email protected]. Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organisational factors are also taken into consideration.