Senior Major Incident Manager

Role Overview

A senior leadership position is available within a technology operations function for an individual with strong experience in incident and service disruption management. The role involves overseeing a team responsible for handling critical service events on a continuous (24/7) basis within a centralised operational setting.

The successful candidate will provide direction during high-impact service interruptions, take ownership of escalated issues, and ensure that operational responses are timely, structured, and effective.

Eligibility for UK Security Check (SC) clearance is required.

Experience & Capability

Core Requirements

• Demonstrable experience managing high-severity service incidents in complex environments
• Familiarity with structured service management approaches and frameworks
• Experience working across multiple sectors or client types
• Practical knowledge of service management systems and tooling
• Proficiency with common workplace collaboration and productivity platforms
• Strong written and verbal communication skills, including documentation
• Awareness of how incident handling links to root cause analysis and longer-term resolution activities

Personal Attributes

• Ability to remain calm and decisive in time-critical situations
• Effective team leadership and people management skills
• Confidence engaging with a wide range of stakeholders
• Logical and analytical approach to problem solving
• Focus on ongoing improvement and operational efficiency

Key Accountabilities

• Provide leadership to a team responsible for managing critical service events
• Oversee the progression of incidents through to resolution in line with agreed expectations
• Act as a senior escalation point for complex or high-priority issues
• Produce regular insights and reporting on performance and incident trends
• Maintain and improve operational processes and supporting documentation
• Identify and implement opportunities to enhance service delivery
• Support, coach, and develop team members
• Work collaboratively with other functions to resolve issues effectively
• Communicate clearly with senior stakeholders during major service disruptions
• Monitor and improve quality, consistency, and team performance
• Assess future capability needs and support skills development
• Build understanding of wider services and operational dependencies

Ways of Working

• Maintain a strong focus on service reliability and user impact
• Communicate effectively during high-pressure situations
• Seek opportunities to refine and improve operational processes
• Promote collaboration across teams and functions
• Encourage a supportive, inclusive, and accountable team culture

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