At a Glance
- Tasks: Lead a team to manage 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 forward-thinking team that values creativity, growth, and inclusion.
- 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.
Office based - Belfast new command hub (with on-call requirements) Permanent. As part of our investment in technology operations, we are establishing the Command Hub in Belfast to strengthen how we coordinate, govern and continuously improve incident response. We are 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.
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.
- 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.
- 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.
- 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.
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. 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.
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
Senior Major Incident Manager employer: Capita Shared Services Limited
Capita is an exceptional employer, offering a vibrant work culture in the heart of Belfast's new command hub. With a strong commitment to employee development, competitive salaries, and generous benefits including paid volunteering days and family leave policies, we foster an environment where innovation thrives and every team member is valued. Join us to lead impactful projects that make a difference across various sectors while enjoying opportunities for personal and professional growth.
Contact Details:
Capita Shared Services Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Major Incident Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Capita or similar companies. A friendly chat can lead to insider info about job openings and even referrals that could give you an edge.
✨Tip Number 2
Prepare for interviews by practising common questions related to major incident management. Think about how you’d handle high-pressure situations and be ready to share examples from your past experiences. We want to see your calm decision-making skills in action!
✨Tip Number 3
Show off your continuous improvement mindset! Be ready to discuss how you've driven improvements in previous roles. Highlight specific processes you’ve enhanced and the positive impact they had on service delivery.
✨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 at Capita.
We think you need these skills to ace Senior Major Incident Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Major Incident Manager role. Highlight your experience in managing major incidents and your ITIL knowledge. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of how you've led teams through high-pressure situations and improved incident management processes.
Showcase Your Leadership Skills:Since this role involves leading a team, make sure to highlight your leadership experience. Talk about how you've mentored others and driven continuous improvement in past roles. We love seeing candidates who can inspire and support their teams!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our innovative team at 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 major incident management knowledge, especially in ITIL frameworks. Be ready to discuss specific incidents you've managed and how you ensured they were resolved within SLAs.
✨Prepare for High-Pressure Scenarios
Since this role involves managing high-severity incidents, think of examples where you stayed calm under pressure. Prepare to share how you led your team through these situations and what the outcomes were.
✨Showcase Your Leadership Skills
Be ready to talk about your experience in mentoring and coaching teams. Highlight any specific strategies you've used to improve team performance and how you foster a collaborative environment.
✨Understand the Company Culture
Familiarise yourself with Capita's values and how they align with your own. Be prepared to discuss how you can contribute to their commitment to customer-first service and continuous improvement.
