At a Glance
- Tasks: Lead incident management and coordinate responses to major IT incidents 24/7.
- Company: Join the FCDO, a key player in delivering digital services and IT infrastructure.
- Benefits: Hybrid working, competitive pay, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and staff wellbeing.
- Why this job: Make a real impact on IT service continuity and operational excellence.
- Qualifications: Proven ITSM leadership experience and ITIL 4 certification required.
The predicted salary is between 50000 - 60000 € per year.
On behalf of FCDO, we are looking for a Senior Incident Manager (Inside IR35) for a 6 Month hybrid contract based 3 days per week in London or Milton Keynes. Note: DV Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks.
The Senior Incident Manager function sits within the Live Services area of the Information and Digital Directorate (IDD) at the FCDO. IDD is responsible for the management and delivery of digital services and IT infrastructure across the organisation, ensuring operational resilience, service continuity, and a high-quality user experience for all FCDO staff.
The Incident Manager team is a core part of the IT Service Operations team, providing 24/7 operational coverage, leading the response to major incidents, and acting as the operational point of contact for senior stakeholders, suppliers, and business owners. The team drives lessons learned, participates in resilience drills, and contributes to the ongoing development of service continuity and problem management processes.
The Senior Incident Manager (SEO) is a key operational role within IDD, responsible for delivering 24/7 incident management, including major incident (MI) response, Tier 2/3 escalation, and liaison with regional IT support and business stakeholders. You will act as the senior operational authority during your shift, leading the response to major incidents, coordinating technical and business resources, and ensuring rapid restoration of critical IT services across the global FCDO estate.
The Senior Incident Manager is empowered to make swift decisions, declare and manage major incidents, and communicate directly with senior stakeholders, Product Owners, and Crisis Management Teams. The post-holder also plays a key role in cross-directorate collaboration, resilience exercises, and service continuity planning, fostering a culture of operational excellence and stakeholder engagement.
In this role you will also be responsible for:
- Deliver 24/7 incident management, including MI response, Tier 2/3 escalation, and liaison with ITSOs.
- Lead and coordinate MI bridge calls, ensuring effective communication and engagement with technical teams, Product Owners, suppliers, and senior stakeholders.
- Oversee the restoration of critical IT services, validate recovery actions, and ensure all activities are fully documented in ServiceNow and MI dashboards.
- Maintain and evolve the governance framework for incident management, ensuring adherence to FCDO processes, standards, and continuous improvement.
- Act as the primary point of contact for Crisis Management Teams, regional IT support, and business owners during incidents and crises.
- Ensure timely, accurate, and transparent stakeholder communications throughout incident life cycles.
- Manage handover protocols, ensuring continuity and accountability between shifts.
- Participate in and lead resilience drills, simulation exercises, and post-incident reviews to drive operational improvement.
- Support problem management, change management, and service continuity planning, contributing operational insights and lessons learned.
- Foster a culture of collaboration, knowledge sharing, and professional development within the Duty Manager team and across the wider directorate.
- Monitor and report on key performance indicators, including incident response times, stakeholder satisfaction, and documentation accuracy.
- Promote staff wellbeing, workload balance, and resilience within the team, proactively identifying and addressing risks of burnout.
We are looking for someone with:
Essential:
- Proven experience in ITSM leadership, incident management, and problem management.
- Strong analytical, problem-solving, and communication skills.
- ITIL 4 Managing Professional certification.
- Ability to work under pressure and manage multiple incidents.
- Experience leading and developing teams.
- Experience managing 24/7 operational coverage and shift rotas.
- Experience leading MI bridge calls and coordinating with suppliers and partners.
Desirable:
- Experience in crisis management and business continuity.
- Experience working in a large, complex, and global organisation.
Please be aware that this role can only be worked within the UK and not Overseas.
Senior Incident Manager employer: Alexander Mann Solutions - Public Sector Resourcing
The FCDO offers a dynamic and supportive work environment for the Senior Incident Manager role, with a strong emphasis on operational excellence and professional development. Employees benefit from a collaborative culture that prioritises wellbeing and resilience, alongside opportunities to engage in meaningful projects that impact global digital services. With a hybrid working model based in London or Milton Keynes, the FCDO ensures a balanced work-life experience while fostering growth through continuous learning and engagement with senior stakeholders.
Contact Detail:
Alexander Mann Solutions - Public Sector Resourcing Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Incident Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might have insights into the FCDO or similar organisations. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by practising common incident management scenarios. Think about how you’d handle major incidents and communicate effectively with stakeholders. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Show off your skills! If you’ve got any relevant certifications, like ITIL 4, make sure to highlight them during conversations. It’s all about proving you’re the right fit for the Senior Incident Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Senior Incident Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to highlight your experience in ITSM leadership and incident management. Use keywords from the job description to show that you’re a perfect fit for the Senior Incident Manager role.
Showcase Your Skills:Don’t just list your skills; provide examples of how you've used them in past roles. Highlight your analytical and problem-solving abilities, especially in high-pressure situations, to demonstrate your readiness for this position.
Be Clear and Concise:When writing your application, keep it clear and to the point. Avoid jargon and ensure your communication style reflects the professionalism expected in the role. Remember, clarity is key!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way to ensure your application gets the attention it deserves, so don’t miss out!
How to prepare for a job interview at Alexander Mann Solutions - Public Sector Resourcing
✨Know Your Incident Management Inside Out
Make sure you brush up on your incident management knowledge, especially around ITIL 4 principles. Be ready to discuss your previous experiences in leading major incidents and how you’ve handled them, as this will show your expertise and readiness for the role.
✨Demonstrate Your Leadership Skills
Prepare examples of how you've led teams during high-pressure situations. Highlight your experience with MI bridge calls and coordinating with various stakeholders, as this is crucial for the Senior Incident Manager position.
✨Showcase Your Analytical Mindset
Be prepared to discuss specific instances where your analytical skills helped resolve incidents or improve processes. This could involve sharing metrics or KPIs that demonstrate your impact on incident response times or stakeholder satisfaction.
✨Foster a Culture of Collaboration
Talk about how you’ve promoted teamwork and knowledge sharing in your previous roles. Since this position involves cross-directorate collaboration, showcasing your ability to engage and motivate others will be key to impressing the interviewers.
