At a Glance
- Tasks: Lead Major Incident Management and drive service improvement in a dynamic IT environment.
- Company: Join a forward-thinking company with a strong focus on service excellence.
- Benefits: Enjoy hybrid working, competitive salary, and a supportive culture.
- Other info: Opportunity for career growth in a high-pressure, rewarding role.
- Why this job: Make a real impact by shaping service resilience and influencing leadership decisions.
- Qualifications: Proven leadership in Major Incident Management and strong ITIL knowledge required.
The predicted salary is between 60000 - 80000 £ per year.
We're looking for a senior IT Service Management leader to take ownership of Major Incident Management, Problem Management and Service Insight across a complex, always-on environment. This is a high-impact leadership role combining incident command, service governance and continuous improvement.
You'll lead the response to major incidents, while driving long-term service stability, performance and operational excellence across a multi-supplier technology landscape.
What you'll be doing:
- Leading Major Incident, Problem Management and Service Reporting across the organisation
- Acting as the incident commander for high-severity incidents, driving rapid resolution and minimising customer impact
- Providing calm, authoritative leadership in high-pressure situations
- Delivering executive-level communication and reporting during incidents and service reviews
- Driving continuous improvement through insight, lessons learned and preventative actions
- Operating across multi-supplier, cloud and on-prem environments
- Managing risk, governance and engagement with audit and regulatory stakeholders
- Coaching and developing Major Incident Managers, improving capability and readiness
- Improving processes, playbooks and escalation models to strengthen service resilience
What we're looking for:
- Strong leadership experience in Major Incident Management / Service Management
- Proven experience commanding high-impact incidents in complex environments
- Background in financial services / banking or other regulated industries
- Strong knowledge of ITIL practices (Incident, Problem, Service Reporting)
- Experience working across multi-supplier, enterprise-scale IT estates
- Ability to produce and present executive-level operational insight
- Excellent stakeholder management, including risk, audit and senior leadership
- Calm, decisive, and credible under pressure
Nice to have:
- ITIL certifications (e.g. ITIL 4 Foundation, CDS, DPI)
- Experience with cloud platforms and DevOps environments
Why join?
- Lead from the front in critical, high-visibility incidents
- Shape service resilience and performance at an enterprise level
- Influence senior leadership decisions through insight and governance
- Hybrid working with a strong, inclusive and supportive culture
If you're a senior ITSM leader who thrives under pressure and wants to drive real operational impact, apply now.
We think you need these skills to ace Senior Major Incident and Insight Manager
Major Incident Management
Problem Management
Service Insight
Incident Command
Service Governance
Continuous Improvement
Executive-Level Communication
