Role Overview
The Major Incident Manager is responsible for leading and owning end‑to‑end management of high‑impact IT incidents, ensuring rapid restoration of critical services while minimizing business disruption. Operating within an ITIL‑aligned service management framework, the role coordinates technical teams, third‑party suppliers and stakeholders, and maintains effective communication throughout the incident lifecycle. The position requires participation in a 24/7 on‑call rota, working on a rotational basis as Duty Manager based in our Southampton Support Office.
Responsibilities
- Take full responsibility for major incidents from start to resolution, including rapid assessment, prioritisation and escalation based on business impact and urgency.
- Lead and coordinate cross‑functional technical teams during major incidents.
- Establish and manage incident bridges to maintain control and momentum throughout resolution.
- Act as the single point of communication for major incidents to stakeholders, customers and senior leadership.
- Drive service restoration first, ensuring a workaround or permanent fix is identified and implemented.
- Identify and progress activities to protect against the occurrence of future major incidents.
- Plan and chair Major Incident Reviews, recording and assigning tasks and tracking them through to completion.
- Perform the role of Duty Manager outside office hours, dealing with escalations from the Service Desk, Operational Command Centre and the business.
- Review and approve emergency changes and resolve critical escalations as the primary interface between IT and business stakeholders.
Qualifications
- Previous experience in a Major Incident Manager role with proven ability to lead incident response under pressure.
- Strong decision‑making and prioritisation skills in high‑impact situations.
- Experience using ITSM tools (e.g., ServiceNow, JIRA).
- Ability to understand business impact and prioritise accordingly.
- Experience of on‑call working, ideally performing a Duty Management role.
- ITIL certification.
Benefits
- Private Health Care: Opportunity to receive up to family level cover with AXA, with eligibility starting within three months of employment.
- Kingfisher Pension Scheme: Immediate eligibility through auto‑enrolment; contribute 8% to receive a maximum of 14% from the Company.
- 25 Days' Holiday: 25 days per annum plus bank holidays (pro‑rated for part‑time colleagues).
- Staff Discount: 20% discount at B&Q and Screwfix, eligible after three months of service.
- Kingfisher Share Incentive Plan (SIP): Share ownership in a tax‑efficient way; join at any time once three months of service is reached.
- Life Assurance: x4 Salary plus benefit equal to the value of your Retirement Account (if an active member of KPS‑MP) or x1 Salary if not active member.
- Competitive Bonus Scheme: Aligns to the work level of the role.
- Kingfisher Share Save: Option to buy Kingfisher plc shares at the end of a 3 or 5 year period; offered annually; three months of service required at the annual invitation date.
Diversity & Inclusion
Kingfisher is committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.
#J-18808-Ljbffr”, “datePosted”: “2026-05-12”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Kingfisher plc”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__429299556__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=493” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Southampton” } } }Role Overview
The Major Incident Manager is responsible for leading and owning end‑to‑end management of high‑impact IT incidents, ensuring rapid restoration of critical services while minimizing business disruption. Operating within an ITIL‑aligned service management framework, the role coordinates technical teams, third‑party suppliers and stakeholders, and maintains effective communication throughout the incident lifecycle. The position requires participation in a 24/7 on‑call rota, working on a rotational basis as Duty Manager based in our Southampton Support Office.
Responsibilities
- Take full responsibility for major incidents from start to resolution, including rapid assessment, prioritisation and escalation based on business impact and urgency.
- Lead and coordinate cross‑functional technical teams during major incidents.
- Establish and manage incident bridges to maintain control and momentum throughout resolution.
- Act as the single point of communication for major incidents to stakeholders, customers and senior leadership.
- Drive service restoration first, ensuring a workaround or permanent fix is identified and implemented.
- Identify and progress activities to protect against the occurrence of future major incidents.
- Plan and chair Major Incident Reviews, recording and assigning tasks and tracking them through to completion.
- Perform the role of Duty Manager outside office hours, dealing with escalations from the Service Desk, Operational Command Centre and the business.
- Review and approve emergency changes and resolve critical escalations as the primary interface between IT and business stakeholders.
Qualifications
- Previous experience in a Major Incident Manager role with proven ability to lead incident response under pressure.
- Strong decision‑making and prioritisation skills in high‑impact situations.
- Experience using ITSM tools (e.g., ServiceNow, JIRA).
- Ability to understand business impact and prioritise accordingly.
- Experience of on‑call working, ideally performing a Duty Management role.
- ITIL certification.
Benefits
- Private Health Care: Opportunity to receive up to family level cover with AXA, with eligibility starting within three months of employment.
- Kingfisher Pension Scheme: Immediate eligibility through auto‑enrolment; contribute 8% to receive a maximum of 14% from the Company.
- 25 Days’ Holiday: 25 days per annum plus bank holidays (pro‑rated for part‑time colleagues).
- Staff Discount: 20% discount at B&Q and Screwfix, eligible after three months of service.
- Kingfisher Share Incentive Plan (SIP): Share ownership in a tax‑efficient way; join at any time once three months of service is reached.
- Life Assurance: x4 Salary plus benefit equal to the value of your Retirement Account (if an active member of KPS‑MP) or x1 Salary if not active member.
- Competitive Bonus Scheme: Aligns to the work level of the role.
- Kingfisher Share Save: Option to buy Kingfisher plc shares at the end of a 3 or 5 year period; offered annually; three months of service required at the annual invitation date.
Diversity & Inclusion
Kingfisher is committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.
#J-18808-Ljbffr…