Head of Major Incident & Incident Management

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.

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.

• 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.

• 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.

• 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.

At Capita, we live by our values: Customer First, Always; Fearless Innovation; Achieve Together; Everyone is Valued. These guide how we work, collaborate, and deliver exceptional results.

Join Capita, where innovation meets opportunity. Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organisations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference.

What’s in it for you? Office based in Belfast with a competitive salary, 23 days holiday rising to 27 (pro rata), plus the option to buy more after qualifying period, paid volunteering day with a charity of your choice, generous family leave policies including 15 weeks fully paid maternity, adoption, and shared parental leave, Cycle2Work scheme, pension, life assurance, and more.

We are committed to building a workforce that reflects the diversity of the communities we serve. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds. We are an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion.