At a Glance
- Tasks: Lead and manage critical incidents, ensuring swift resolution and minimal disruption.
- Company: Dynamic organisation focused on incident management and customer satisfaction.
- Benefits: Competitive salary, hybrid working model, and opportunities for professional growth.
- Other info: Join a supportive team that values psychological safety and continuous improvement.
- Why this job: Be the hero in high-pressure situations, making a real difference for customers and colleagues.
- Qualifications: Strong leadership skills, technical understanding, and experience in incident management.
The predicted salary is between 60000 - 80000 £ per year.
The Lead Major Incident Manager provides authoritative command, leadership, and assurance for the most severe and business critical incidents impacting customers, colleagues, or regulatory obligations across the Group. Responsible for taking control of high impacting customer, business or colleague incidents, driving fast resolution and minimizing disruption to customers. This is a senior high-pressure role that requires a level of technical understanding, leadership and communication.
You will lead the end-to-end management of major incidents, ensure timely resolution whilst maintaining clear communication with stakeholders and 3rd party suppliers. Operating as the incident commander of last resort, this role takes control during high-risk, multi-tower, or supplier-impacted incidents where senior stakeholder confidence and service reputation are at risk. The role ensures rapid stabilisation of live incidents, maintains clear executive-level communication and governance, and constructively challenges technical proposals where resolution actions introduce new or disproportionate risk.
In addition to real-time command, the Lead Major Incident Manager acts as a coach and mentor to other Major Incident Managers, shaping capability, behaviours, and confidence under pressure. They play a key role in developing runbooks, playbooks, training, and escalation models to continuously strengthen organisational incident readiness. This is a senior leadership role, aligned to the organisation’s leadership capability framework, requiring calm authority, strong judgement, and the ability to create psychological safety while driving decisive outcomes.
We operate a function-led hybrid working model, with an expectation of 2–3 days per week on site. The role includes participation in an out-of-hours on-call rota and requires flexibility to travel to other locations for key meetings and collaborative activities, in line with business needs. The position can be based in either Coventry or Manchester.
Major Incident Management Lead in Manchester employer: Coventry Building Society Careers
Coventry Building Society is an exceptional employer, offering a supportive and collaborative work environment in Binley, Coventry. With a strong focus on employee well-being, we provide generous benefits such as 28 days of holiday, a personal pension plan with matched contributions, and private medical insurance, ensuring our team members can thrive both personally and professionally. Join us to be part of a dynamic Workplace Experience team that values your contributions and fosters growth opportunities in a well-managed and safe workplace.
Contact Details:
Coventry Building Society Careers Recruitment Team
