At a Glance
- Tasks: Lead major incidents and service escalations, ensuring timely resolution and effective communication.
- Company: Dynamic Service Operations team in Milton Keynes with a focus on collaboration.
- Benefits: Competitive daily rate, flexible working, and opportunities for professional growth.
- Other info: Join a team that values operational resilience and continuous improvement.
- Why this job: Make a real impact by managing critical incidents in a fast-paced IT environment.
- Qualifications: Experience in incident management and strong stakeholder management skills required.
The predicted salary is between 27300 - 36400 £ per year.
Milton Keynes (2-3 days per week on-site)
Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.
£350-£450 per day
Outside IR35
We're looking for an experienced Major Incident & Escalation Manager to join a busy Service Operations team, taking ownership of critical incidents, high-priority service escalations and supplier performance issues across a complex IT environment.
The role acts as a central point of coordination between business stakeholders, technical teams and third-party suppliers to ensure service issues are driven through to resolution.
The Role
You will be responsible for leading major incidents and operational escalations from initiation through to closure, ensuring effective communication, clear ownership and timely resolution throughout the process.
You'll work closely with service teams, suppliers and senior stakeholders whilst identifying opportunities to strengthen operational resilience and service performance.
Key Responsibilities
- Manage Priority 1 and Priority 2 incidents and service escalations end-to-end.
- Act as the primary point of contact for stakeholders during major incidents and business-critical service disruptions.
- Coordinate technical teams, incident bridges and restoration activities.
- Drive supplier accountability and challenge performance where service commitments are not being met.
- Provide clear and proactive communications to business stakeholders and senior leadership.
- Track actions, risks, RCA activities and service improvement initiatives through to completion.
- Analyse recurring issues and support continuous service improvement activities.
- Required Experience
- Proven experience as a Major Incident Manager, Incident Manager, Service Operations Manager or similar role.
- Experience managing major incidents, service outages and operational escalations.
- Strong stakeholder management skills across technical and non-technical audiences.
- Experience managing third-party suppliers and outsourced service providers.
- Good understanding of ITIL Incident, Problem and Change Management processes. xgikmsk
- Excellent communication, organisational and decision-making skills.
Desirable
- Experience within Financial Services...
Major Incident & Escalation Manager employer: Hays Specialist Recruitment Limited Careers
Hays Education is an exceptional employer, offering a supportive and collaborative work environment for SEN SLD/PMLD teachers in the Hounslow/Hillingdon area. With access to exclusive vacancies, ongoing professional development, and a dedicated consultant to guide your career, you will find ample opportunities for growth while making a meaningful impact on the lives of pupils with special educational needs. Join us to be part of a community that values inclusivity and fosters both personal and professional development.
Contact Details:
Hays Specialist Recruitment Limited Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident & Escalation Manager
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We think you need these skills to ace Major Incident & Escalation Manager
Some tips for your application 🫡
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How to prepare for a job interview at Hays Specialist Recruitment Limited Careers
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at Hays Specialist Recruitment Limited Careers. This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
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