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- Tasks: Lead and innovate Major Incident Management in a dynamic tech environment.
- Company: Join Capita, a leader in consulting and digital services.
- Benefits: Competitive salary, generous holiday, paid volunteering, and family leave policies.
- Why this job: Shape the future of incident management and make a real impact.
- Qualifications: Proven leadership in Major Incident Management and strong ITIL knowledge.
- Other info: Inclusive culture with opportunities for growth and development.
The predicted salary is between 36000 - 60000 £ per year.
Office based in Belfast with a competitive salary. We are looking for an outstanding Head of Major Incident & Incident Management to join our Belfast Command Hub. This role goes far beyond traditional operational leadership and offers a rare opportunity to shape the future of how Major Incident and Incident Management operates across a large scale, complex technology environment. You will have the platform, sponsorship, and authority to define the strategy, drive automation and AI adoption, and build a truly best-in-class capability.
If you thrive on improving service stability, reshaping processes, and leading high-performing teams through transformation, this is a role where you can make a real, measurable impact. You will not just run the function; you will evolve it, embedding a modern, proactive, data-driven approach that strengthens resilience across the organisation.
Join us, and you will help build something exceptional. This is your opportunity to leave a legacy, elevate operational performance, and create a Major Incident capability that sets a new standard for excellence.
Role Purpose
The Head of Major Incident & Incident Management is responsible for the strategic leadership, governance, and continual improvement of Major Incident and Incident Management across Technology Operations. The role ensures delivery of an ITIL-aligned framework supported by automation, strong governance, and effective communication. The postholder leads a specialist team, acts as the organisational subject matter expert, and plays a key role in reducing incident volumes and improving service stability.
Essential Skills & Experience:
- Proven experience leading a Major Incident Management function, including coordination of high-impact incidents.
- Strong understanding of ITIL best practice with experience improving incident processes.
- Technical and operational awareness enabling effective partnership with engineering, infrastructure, and service teams.
- Demonstrable experience using automation or AI to enhance operational efficiency.
- Expert-level experience with ServiceNow to reduce incident volumes and improve service quality.
- Experience delivering data-driven operational insights, dashboards, and analysis to improve service stability.
- Proven experience working within complex, matrix-managed environments.
- Experience managing and developing teams within large-scale IT or customer-facing environments.
You Will Also Have:
- Ability to deliver confident, clear communication during high-pressure incidents.
- Leadership presence that supports team motivation and cohesion.
- Ability to influence and align diverse stakeholders across organisational boundaries.
- A collaborative approach that encourages cross-functional teamwork.
- A continuous improvement mindset focused on service quality and operational excellence.
- Ability to build trusted relationships and maintain credibility at all levels.
Key Responsibilities
Leadership & Governance
- Lead and develop a team of Major Incident Managers and Incident Managers to ensure consistent, high-quality service restoration.
- Own and govern Major Incident and Incident Management processes aligned to ITIL best practice.
- Provide leadership across a matrix-managed environment.
- Act as the organisational SME for Major Incident and Incident Management.
- Establish and embed a Centre of Excellence within the Technology Delivery Command Hub.
Operational Excellence
- Lead the end-to-end management of major incidents with clear, accurate communication at executive level.
- Chair technical bridges and oversee management escalations during critical incidents.
- Ensure consistent execution of defined roles, responsibilities, and operational standards.
Automation, AI & Service Improvement
- Drive automation and AI adoption to improve efficiency and reduce manual activity.
- Utilise ServiceNow capabilities to reduce incident volumes and improve routing accuracy.
- Promote continual service improvement through data insights and trend analysis.
- Work with Problem Management and technical teams to reduce repeat incidents and strengthen resilience.
Collaboration & Stakeholder Engagement
- Partner with Problem Management to ensure strong RCA quality and action follow-through.
- Build collaborative relationships across technology and business teams.
- Influence teams and senior leaders to embed improved ways of working.
Reporting & Insights
- Lead the production of operational reporting, including incident summaries, KPIs, and trend analysis.
- Provide clear, actionable data to senior stakeholders.
- Ensure accuracy and compliance of ServiceNow records.
How this role aligns to our Values
- Customer First, Always: You prioritise the needs of customers and internal stakeholders, ensuring that incident responses and service restoration activities protect our customers and their experience.
- Fearless Innovation: You identify and implement new approaches, technologies, and automation that improve operational efficiency and strengthen incident management capability.
- Achieve Together: You collaborate across Technology Operations, Technology Delivery, and wider business teams to drive service stability and shared accountability.
- Everyone is Valued: You create an inclusive environment where all team members feel supported, respected, and able to contribute to continual improvement and service excellence.
Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognised organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities.
If you’re ready to make an impact and grow your career, Capita is the place for you.
Head of Major Incident & Incident Management in Belfast employer: Capita resourcing
Contact Detail:
Capita resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Major Incident & Incident Management in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values, especially around customer service and innovation, so you can show how you align with their mission. Tailor your responses to highlight your experience in major incident management and how you can drive improvements.
✨Tip Number 3
Practice your communication skills! In high-pressure situations, clear and confident communication is key. Role-play potential interview scenarios with a friend or mentor to get comfortable articulating your thoughts and experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission of excellence in incident management.
We think you need these skills to ace Head of Major Incident & Incident Management in Belfast
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Major Incident Management. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Showcase Your Leadership Skills: This role is all about leading teams and driving improvements. Use your application to demonstrate your leadership style and any successful projects you've led. We love to see examples of how you've motivated teams and influenced stakeholders.
Be Data-Driven: Since the role involves a lot of data analysis and operational insights, make sure to mention any experience you have with data-driven decision-making. Highlight specific tools or methodologies you've used to improve service stability.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and get to know you better. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Capita resourcing
✨Know Your ITIL Inside Out
Make sure you have a solid understanding of ITIL best practices, especially as they relate to Major Incident Management. Be ready to discuss how you've improved incident processes in the past and how you plan to implement these strategies in your new role.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams through high-pressure situations. Think about times when you motivated your team during critical incidents and how you fostered collaboration across different departments.
✨Emphasise Automation and AI Experience
Since this role involves driving automation and AI adoption, come prepared with specific examples of how you've used these technologies to enhance operational efficiency. Discuss any tools you've implemented, like ServiceNow, and the impact they had on incident management.
✨Data-Driven Insights are Key
Be ready to talk about how you've used data to improve service stability in previous roles. Bring examples of dashboards or reports you've created that led to actionable insights, and explain how you can apply this knowledge to the new position.