Major Incident Manager

We’re looking for a Major Incident Manager to join our service management team supporting a private sector client. In this role, you’ll coordinate and guide the resolution of IT major incidents, ensuring timely communication and collaboration across stakeholders.

You’ll report to the Major Incident Management Lead, who reports to the Enterprise Service Management Lead.

Hybrid working

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your role

• Facilitate and guide incident investigations, meetings, and calls, working with technical teams to identify solutions and restore services.
• Collaborate with stakeholders to develop clear action plans, assigning roles and timelines to ensure safe and timely resolution.
• Coordinate across teams and third‑party providers, fostering cooperation and resolving challenges constructively.
• Communicate effectively with stakeholders at all levels, providing timely updates and escalating when needed.
• Support continuous improvement by contributing to process enhancements and knowledge sharing.
• You will be required to work flexibly between 7am and 6pm including out of hours (on‑call) coverage via a rotating shift pattern.

Your skills and experience

• Experience managing major IT incidents end to end, with rapid decision‑making, stakeholder engagement, and post‑incident improvement, ensuring compliance and risk awareness.
• Strong communication and presentation skills, with the ability to engage stakeholders at all levels.
• A proactive and inclusive approach to problem‑solving and teamwork.

Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements. Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

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