At a Glance
- Tasks: Lead a team to manage major incidents and drive continuous improvement.
- Company: Join a forward-thinking company establishing a new Command Hub in Belfast.
- Benefits: Competitive salary, generous holiday, paid volunteering day, and family leave policies.
- Other info: Inclusive workplace committed to diversity and career growth opportunities.
- Why this job: Make a real impact by enhancing incident management in a dynamic environment.
- Qualifications: Significant experience in managing major incidents 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’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.
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.
Benefits
- 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
EEO
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 reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Location Belfast, United Kingdom
Time Type Full time
Contract Type Permanent
Senior Major Incident Manager in Belfast employer: Dormont Manufacturing Co
At Capita, we pride ourselves on being an exceptional employer, particularly for the Senior Major Incident Manager role based in our new Command Hub in Belfast. Our commitment to employee growth is evident through comprehensive training and mentoring opportunities, alongside a supportive work culture that values diversity and inclusion. With competitive salaries, generous leave policies, and a focus on continuous improvement, we offer a rewarding environment where you can thrive while making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Major Incident Manager in Belfast
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Dormont Manufacturing Co values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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We think you need these skills to ace Senior Major Incident Manager in Belfast
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Dormont Manufacturing Co.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Dormont Manufacturing Co. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Dormont Manufacturing Co
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
