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- Tasks: Lead a team in managing major incidents and drive continuous improvement.
- Company: Capita, a dynamic leader in consulting and digital services.
- Benefits: Competitive salary, generous holiday, paid volunteering day, and family leave policies.
- Other info: Join a diverse team committed to innovation and personal development.
- Why this job: Make a real impact while working with cutting-edge technology in a collaborative environment.
- Qualifications: Significant experience in major incident management and strong leadership skills.
The predicted salary is between 50000 - 60000 £ per year.
As part of our investment in technology operations, we're establishing the Command Hub in Belfast to strengthen how we coordinate, govern and continuously improve incident response. We're looking for a highly experienced Senior Major Incident Manager to lead a team responsible for maintaining a robust, efficient and well governed 24x7 incident management capability, ensuring effective coordination when incidents occur and driving continuous improvement across the organisation.
You will act as an escalation point for complex or time-critical major incidents, support team members during high-severity events, and ensure service delivery meets expectations. Successful candidates must be eligible for SC clearance.
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.
What You'll Be Doing
- Leading and supporting the Major Incident Management team.
- Ensuring all incidents progress through to resolution within SLAs.
- Managing escalations when required.
- Delivering executive summaries during P1 incidents.
- Producing weekly and monthly MI reporting.
- Updating and maintaining process documentation.
- Driving continuous improvement across the MIM function.
- Providing leadership, mentoring, and coaching.
- Collaborating with cross-functional teams.
- Escalating issues to the Head of Major Incident Management.
- Managing team performance and reporting quality.
- Identifying future skills requirements.
- Expanding knowledge across Capita services.
Essential Skills & Experience
- Significant experience managing major incidents in complex environments.
- Competent in delivering executive summaries during P1 incidents.
- Strong background in ITIL-aligned Incident Management.
- Experience supporting both public-sector and private-sector clients.
- Knowledge of ITSM tools.
- Experience with Microsoft 365 including SharePoint and Teams.
- Understanding of incident and problem management interaction.
- ITIL awareness.
You Will Also Have
- Strong documentation and communication skills.
- Ability to stay calm and make decisions under pressure.
- Strong leadership and people-management.
- Excellent stakeholder engagement.
- Analytical problem-solving skills.
- Continuous-improvement mindset.
How This Role Demonstrates Capita's Values
- Customer First Always - Ensuring timely resolution of incidents within SLA.
- Providing clear executive summaries during P1s.
- Improving processes impacting customer outcomes.
- Fearless Innovation - Driving continuous improvement.
- Enhancing process documentation.
- Achieve Together - Leading, mentoring, and coaching the team.
- Collaborating with other business teams.
- Supporting colleagues during high-pressure incidents.
- Everyone is Valued - Managing performance with fairness and transparency.
- Supporting knowledge sharing and development.
- Creating a supportive environment during critical incidents.
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. 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.
What's in it for you?
- Office based Belfast
- Competitive Salary - on call allowance
- 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. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds. We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email and we'll get back to you.
For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Senior Manager (hybrid) in Belfast employer: Capita Shared Services Limited
Contact Detail:
Capita Shared Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager (hybrid) in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Senior Major Incident Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to incident management. Think about how you’d handle high-pressure situations and be ready to share examples from your past experiences. We want you to shine!
✨Tip Number 3
Don’t forget to showcase your leadership skills! When chatting with potential employers, highlight your experience in mentoring and coaching teams. They’ll want to see how you can drive continuous improvement and support your colleagues during critical incidents.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining Capita and being part of our innovative team. Let’s get you that dream job!
We think you need these skills to ace Senior Manager (hybrid) 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. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Skills: Don’t just list your skills; provide examples of how you've used them in past roles. Whether it's leading a team during a high-severity incident or producing executive summaries, we want to see your impact!
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your achievements and how they relate to the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Capita!
How to prepare for a job interview at Capita Shared Services Limited
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of ITIL-aligned Incident Management. Be ready to discuss your experience managing major incidents, especially in complex environments. Prepare examples that showcase your ability to deliver executive summaries during P1 incidents.
✨Showcase Your Leadership Skills
As a Senior Major Incident Manager, you'll need to lead and support your team effectively. Think of specific instances where you've mentored or coached team members, and be prepared to share how you foster collaboration across cross-functional teams.
✨Demonstrate Your Problem-Solving Mindset
Capita values analytical problem-solving skills, so come equipped with examples of how you've tackled high-severity incidents. Highlight your ability to stay calm under pressure and make decisions that lead to timely resolutions.
✨Align with Capita's Values
Familiarise yourself with Capita's core values: Customer First, Fearless Innovation, Achieve Together, and Everyone is Valued. Be ready to discuss how your personal values align with theirs and how you can contribute to their mission of delivering exceptional results.