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- Tasks: Lead major IT incidents and ensure swift service restoration for customers.
- Company: Join Virgin Money, a forward-thinking bank with a purpose to make banking fairer.
- Benefits: Enjoy 38.5 days holiday, flexible working, and market-leading pension from day one.
- Why this job: Make a real impact in a dynamic environment while developing your skills.
- Qualifications: Experience in managing high-severity incidents and excellent communication skills required.
- Other info: Be part of an inclusive culture that values your voice and contributions.
The predicted salary is between 40000 - 52000 ÂŁ per year.
Business Unit: IT Operations
Salary range: ÂŁ40,000 to ÂŁ52,000 per annum DOE
Location: UK – Hybrid – Occasional travel to a Virgin Money UK Hub when required (Glasgow, Newcastle, London).
Contract type: Permanent
Our Team
We’re at our best when we have something to drive us forward, a belief that underlines who we are and what we do. Our Purpose. We want to make people happier about money – and that idea starts with every single one of us here at Virgin Money. Feeling Insatiably Curious about your next adventure? You might have just found it.
We’re looking for an experienced Incident Manager to join our multi-disciplinary team to run major IT service incidents and restore our services to our customers and colleagues as soon as possible. You will have a passion for IT Service delivery and be able to think on your feet, absorb information quickly and make decisions in a fast changing, sometimes high‑pressure environment.
This role requires the person to lead major service incidents to successful full‑service recovery, record and monitor the progress towards a resolution for all incidents and potential subsequent problems and work towards continual service improvement through trend analysis and active engagement with technical resolver teams.
What you’ll be doing
- Actively lead major service Incidents to ensure effective and timely service restoration through the Major Incident Management process, working with technical resolver teams and Service Managers to agree the appropriate actions to protect and restore service
- Provide timely updates to IT and business stakeholders on incident status, service impact and actions/timelines to restore service through the appropriate communication channels
- Ensure appropriate escalations are undertaken in accordance with Bank policies
- Be involved in Post Incident Reviews (PIRs) helping to identify root cause, agree actions and actively track these actions to completion
- Provide accurate timely and relevant management reporting
- Undertake continual service improvements of the Major Incident Management process
- Help to integrate Major Incident Management with other functions within CIO, ensuring that resolver teams understand the Major Incident Management process and their role and responsibilities within that
- Will be required to work OOH/Standby to support incidents and major IT releases 24*7*365
We need you to have
- Proven experience leading major or high severity incidents in a complex, fast paced environment.
- Ability to cope with multiple priorities in a rapidly changing and dynamic environment.
- Excellent communication skills, able to translate technical detail into clear business impact updates for senior stakeholders.
- Strong decision‑making skills under pressure, with the ability to prioritise and coordinate multiple workstreams.
Red Hot Rewards
- Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part‑time) plus the option to buy more.
- Up to five extra paid well‑being days per year.
- 20 weeks paid, gender‑neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Market‑leading pension.
- Free private medical cover, income protection and life assurance.
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
- And there’s no waiting around, you’ll enjoy these benefits from day one.
If we’re lucky to receive a lot of interest, we may close the advert early, please ensure to submit your applications as soon as possible.
We’re all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Say hello to Virgin Money
Virgin Money is so much more than just a bank. As part of the Nationwide group, together we’re the UK’s first full‑service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun‑filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full‑service banking provider.
Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
As a Disability Confident Leader, we’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com
It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high‑volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non‑disabled applicants.
Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we’ll need you to confirm you have the right to work in the UK.
If you’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre‑employment checks – we’ll ask for six years of regulatory references, and once in the role, you’ll be subject to periodic employment checks.
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Major Incident Manager Virgin Money employer: CyberNorth
Contact Detail:
CyberNorth Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager Virgin Money
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Virgin Money on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to major incident management. Think about how you’d handle high-pressure situations and be ready to share specific examples from your past experiences.
✨Tip Number 3
Show your passion for IT service delivery! During interviews, express your enthusiasm for problem-solving and continuous improvement. Let them know you’re all about making things better for customers and colleagues alike.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Virgin Money team. Get your application in early to avoid missing out!
We think you need these skills to ace Major Incident Manager Virgin Money
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Major Incident Manager role. Highlight your experience with leading major incidents and your ability to communicate effectively under pressure. We want to see how your skills align with what Virgin Money is looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about IT service delivery and how you can contribute to making people happier about money. Keep it engaging and relevant to the job description.
Showcase Your Decision-Making Skills: In your application, give examples of how you've made tough decisions in high-pressure situations. We love candidates who can think on their feet and prioritise effectively, so don’t hold back on sharing those experiences!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands quickly. Plus, it shows us you’re keen to join the Virgin Money team!
How to prepare for a job interview at CyberNorth
✨Know Your Incident Management Stuff
Make sure you brush up on your major incident management processes. Be ready to discuss your previous experiences leading high-severity incidents and how you handled them. Think about specific examples where you made quick decisions under pressure, as this will show your ability to cope in a fast-paced environment.
✨Communicate Like a Pro
Since excellent communication skills are key for this role, practice translating technical jargon into clear business impact updates. You might be asked to explain complex situations to non-technical stakeholders, so prepare some scenarios where you’ve done this successfully in the past.
✨Show Your Problem-Solving Skills
Be ready to demonstrate your decision-making skills. Think of times when you had to prioritise multiple workstreams during an incident. Highlight how you coordinated with resolver teams and managed escalations effectively, as this will showcase your leadership abilities.
✨Emphasise Continuous Improvement
Virgin Money values continual service improvement, so come prepared with ideas on how you’ve contributed to process enhancements in your previous roles. Discuss any post-incident reviews you’ve been involved in and how you tracked actions to completion, showing your commitment to improving incident management processes.