Incident Manager | S-3 | Chief Information & Resilience Office | Unity Place in Milton Keynes

Santander is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Santander Digital Services is the team of technology and operations at Santander. We are convinced of the importance of technology that is aligned with the requirements of the business and that our work not only brings value to users, people and communities but also fosters individual creativity.

The role coordinates with technical teams, technical & business stakeholders and incident response activities, driving consistent timely resolution, effective communication and root cause analysis. It also supports continuous service improvement by identifying trends, preventing recurring incidents and strengthening operational resilience across production services.

To succeed in this role, you will be responsible for:

• Lead Major Incident & Problem Management delivery, coordinating resolution efforts, driving recovery and mitigation actions, and ensuring effective stakeholder communication.
• Work with technical support teams in diagnosing issues, restoring services and manage incident recovery activities.
• Provide clear and timely communication to senior stakeholders throughout the incident lifecycle.
• Monitor compliance and quality of the Major Incident & Problem management processes, controls and Service Level Agreements (SLAs).
• Support and drive post-incident reviews to identify root causes and pursue corrective and preventative actions.
• Collaborate across technology, business, and third-party teams to drive effective service delivery.
• Analyse incident trends and performance metrics to support continuous service improvement and operational resilience.
• Build effective service performance reporting with strong data foundations.
• Support and guide incident response teams, contributing to the development and enhancement of incident management practices and procedures.
• Lead a high-performing team, fostering a culture of collaboration, accountability and continuous improvement.
• Drive audit response and compliance with ownership of regulatory communications.

The following requirements represent the knowledge, skills, and abilities essential for success in this role:

• Significant experience managing and resolving IT incidents and Business Crisis events within complex environments.
• Proven experience in incident investigation, troubleshooting and implementing measures to prevent recurrence.
• Experience coordinating major incident responses across multiple technical and business stakeholders.
• Knowledge and practical experience of contingency planning, disaster recovery and service resilience activities.
• Understanding of system and software testing, including planning, execution and quality assurance activities.
• Risk Management, including operational, security, compliance, and service resilience risk controls.
• Knowledge and experience of business crisis management, including responding to and recovering from critical events.
• Demonstrable experience and knowledge across multiple technologies, with the ability to communicate technical issues to non-technical audiences.

Education: Degree in computer science or equivalent professional qualification or work experience.

Hard Skills:

• ITIL Service Management frameworks, processes, and governance.
• IT Incident Management, including major incident coordination, escalation, tracking, and resolution.
• Business Crisis Management, including triage, business impact assessments.
• Problem Management, including root cause analysis, trend analysis, and preventative action planning.
• Service Level Management, including the development, monitoring, and reporting of SLAs and OLAs.
• IT Service Portfolio Management, including service design, service transition, and service lifecycle management.
• IT Risk Management, including operational, security, compliance, and service resilience risk controls.
• Service Performance Management, including KPI development, service reporting, monitoring, and continual service improvement methodologies.
• Vendor and Third-Party Service Management, including contract management, supplier governance, and performance management against service obligations.

Soft Skills:

• Strong analytical thinking and problem-solving skills to assess complex issues and determine effective solutions.
• Excellent communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Strong stakeholder management and collaboration skills when coordinating incident response activities.
• High attention to detail and accuracy when managing incidents, reporting and operational processes.
• Being proactive in taking ownership and accountability for service restoration and incident outcomes.
• Effective planning, organisation and prioritisation skills to manage competing demands and meet deadlines.
• Sound decision-making skills, particularly in high-pressure or crisis situations.
• Leadership and mentoring capability to support, guide and develop less experienced colleagues.

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.

Salary Range: 56,000.00 - 84,000.00 per annum (depending on experience)

30 days’ holiday plus bank holidays, which increases to 31 days after 5 years service, with the option to purchase up to 5 contractual days per year.

Company funded individual private medical insurance.

Protection for you and your family, with company-funded death-in-service benefit and income protection insurance.

Share in Santander’s success by saving or investing in our share plans.

Competitive rewards that reflect the real impact you make and the value you bring.

Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial).

Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.

Time to give back through volunteering opportunities that let you make a difference in the communities we serve.

Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.

We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.

Right to work in the UK: All candidates must have the right to work in the UK to commence employment with Santander.

If this sounds like a role you are interested in, then please apply.