About the job
National Highways has an exciting opportunity for an experienced Major Incident Manager. We are seeking an experienced and proactive individual to lead the governance, assurance, and continual improvement of our Major Incident Management capability which operates across a complex multi-supplier environment. The role is responsible for ensuring that major incidents are managed effectively, consistently, and in line with agreed policies, processes, and service expectations, whilst driving improvements that reduce business impact and improve customer experience.
Working in close collaboration with technical and process subject matter experts, service owners, suppliers and operational teams, you will establish and embed a robust major incident framework. Your leadership will strengthen capability maturity, enhance resilience and ensure a high level of response readiness across a complex, integrated environment. You will also act as the primary escalation point for risks and issues relating to the operation of the Major Incident process, providing clear direction during high‑pressure situations.
Please note this position can be based from any of our UK offices however travel to other offices will be required.
- Own the governance, standards, policies, and operational oversight of the Major Incident Management capability, ensuring processes are effective, controlled, and consistently followed across all support teams and suppliers.
- Oversee and assure the end‑to‑end management of major incidents, ensuring timely coordination, escalation, communication, decision‑making, and restoration activities minimise business impact and maintain stakeholder confidence.
- Work closely with suppliers, Service Owners, technical teams, and senior stakeholders to monitor performance, challenge poor outcomes, drive accountability, and ensure service expectations and contractual obligations are met.
- Identify trends, risks, recurring issues, and improvement opportunities through reporting, lessons learned, post‑incident reviews, and operational analysis, ensuring improvements are tracked through to delivery and measurable outcomes.
- Acting as primary point of contact for MI governance, produce clear operational reporting, service insight, and executive‑level updates relating to major incidents, service performance, risks, compliance, and capability maturity to support informed decision‑making and governance.
- Oversee and assure post‑incident reviews, root cause analysis and knowledge sharing, embedding lessons learned into operational practices and driving ongoing capability maturity and performance improvements
About you
- Demonstrated ability to operate with a high degree of autonomy, taking ownership of complex operational outcomes and delivering against time, cost and quality objectives
- Strong leadership and influencing capability, with proven experience building relationships and collaborating effectively across stakeholders, suppliers and customers
- Experience managing complex operational environments, applying specialist knowledge to resolve issues and align delivery with strategic objectives
- Excellent business and communication skills, including risk management, continuous improvement, stakeholder engagement and the ability to convey complex information clearly
- ITIL 4 Foundation certification required, with ITIL 4 Specialist modules (Create, Deliver and Support and Drive Stakeholder Value) desirable
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