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- Tasks: Lead major incident management and coordinate root cause investigations.
- Company: Mitie is a leading facilities management company with a diverse client base.
- Benefits: Enjoy flexible benefits, high street discounts, and a cycle-to-work scheme.
- Why this job: Join a dynamic team focused on problem-solving and innovation in IT.
- Qualifications: ITIL v3 Foundation Certificate and extensive experience in incident management required.
- Other info: Opportunities for career progression and inclusive recruitment process.
The predicted salary is between 43200 - 72000 £ per year.
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- Lead the Problem Management Process through effective co-ordination of root cause investigations and identification of permanent solutions through best practice techniques.
- Mentor the Problem Management Analyst
- Deputise for the Mitie Manager Incident Manager as required, ensuring Major Incidents are managed as per Mitie\’s Major Incident Management process.
- Deputise for the Service Management Lead or other colleagues as required
- Performs the role of Duty Manager, including as agreed Out of Hours as part of a rota
- Matrix management of people, processes and resources including 3rd parties
- Understanding of Proactive and Reactive maintenance schedules and impacts across interfaces and availability for apps and infrastructure.
- Knowledge of Capacity management across applications and infrastructure
- Change Management and CAB experience
- Knowledge of Transition and Service Introduction
- Sec Ops Tools and interface knowledge
- Infrastructure awareness and application dependencies
- Excellent stakeholder management to Senior level
Better places, thriving communities.
Job Overview
- Lead the Problem Management Process through effective co-ordination of root cause investigations and identification of permanent solutions through best practice techniques.
- Mentor the Problem Management Analyst
- Deputise for the Mitie Manager Incident Manager as required, ensuring Major Incidents are managed as per Mitie\’s Major Incident Management process.
- Deputise for the Service Management Lead or other colleagues as required
- Performs the role of Duty Manager, including as agreed Out of Hours as part of a rota
- Matrix management of people, processes and resources including 3rd parties
- Understanding of Proactive and Reactive maintenance schedules and impacts across interfaces and availability for apps and infrastructure.
- Knowledge of Capacity management across applications and infrastructure
- Change Management and CAB experience
- Knowledge of Transition and Service Introduction
- Sec Ops Tools and interface knowledge
- Infrastructure awareness and application dependencies
- Excellent stakeholder management to Senior level
Main Duties
- Manage the Mitie Problem Management process
- Identify Service Improvement opportunities both within IS and with Business Process/Practice to ensure efficiency and compliance for the Release process and interfacing processes.
- Efficient and effective management of Mitie Releases to all environments following ITIL best practice.
- Work within and manage virtual teams consisting of technical and non technical members to deliver releases on time and within tolerance.
- Liaise with appropriate stakeholders, third parties/vendors and operational teams for the execution of projects as well as planning and delivering proactive and reactive support including: application and infrastructure maintenance & patching, upgrades, migrations, transformation and BAU delivery.
- Ability to be able to quote for project deliverables and manage workload to tight deadlines whilst understanding any potential risk or impacts to services and putting in place mitigation to avoid if possible.
- Ensuring that the project team can deliver the benefits realisation called out from the business case
- Report and escalate to management as needed
- Establish and maintain relationships with third parties/vendorsand other operational teams
- Create and maintain comprehensive documentation and produce detailed plans
- Raise RFC\’s to high quality to enable efficient and appropriate approvals
- Ensure effective and efficient queue management of tickets and requests as appropriate
What We Are Looking For
- A seasoned leader
- ITIL v3 Foundation Certificate is desirable
- Extensive Problem Management & Major Incident Management experience
- Extensive experience of working in an outsourced environment
- Ability to work autonomously or as part of a team.
- Knowledge and experience of Solutions architecture
- Experience of delivering stability and Improvements to environments and services
- Knowledge of ServiceNow is desirable
- Proven experience and/or knowledge of different technologies, tools and environments
- Excellent planning skills
- Experience of line and Matrix Management and working within a Matrix organisation.
- Ability to prioritise and execute tasks in a fast-paced environment.
- Ability to work under pressure.
- Ability to innovate and multitask in highly agile environments
- Excellent interpersonal, written and oral communication skills.
- Excellent stakeholder management skills, managing and influencing Stakeholders at all levels.
- Ability to evaluate information gathered from multiple sources, reconcile conflicts and translate high-level information into requirements – and then deliver them.
- Highly self-motivated and focused with a proven ability to manage time effectively.
- Experience of IT governance frameworks and disciplines, such as ITIL etc.
- Current Security Clearance level or Ability to gain clearance via sponsorship through Mitie
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Ashish Gautam at
Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
- Apply Now
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Major Incident Manager employer: Mitie Cleaning & Hygiene Services
Contact Detail:
Mitie Cleaning & Hygiene Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, especially in Problem Management and Major Incident Management. This knowledge will not only help you understand the role better but also demonstrate your commitment to the principles that Mitie values.
✨Tip Number 2
Network with current or former employees of Mitie, particularly those in similar roles. They can provide valuable insights into the company culture and expectations, which can be beneficial during interviews.
✨Tip Number 3
Prepare to discuss specific examples from your past experience where you've successfully managed major incidents or led problem management processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Tip Number 4
Stay updated on the latest trends and tools in incident management, such as ServiceNow. Being knowledgeable about these tools can set you apart from other candidates and show your proactive approach to the role.
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Major Incident Management and Problem Management. Use keywords from the job description to demonstrate that you meet the specific requirements of the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and experience in managing incidents. Mention specific examples of how you've successfully led teams or projects in the past, particularly in high-pressure situations.
Highlight Relevant Certifications: If you have an ITIL v3 Foundation Certificate or any other relevant certifications, make sure to mention them prominently in your application. This shows your commitment to best practices in IT service management.
Showcase Stakeholder Management Skills: In your application, provide examples of how you've effectively managed stakeholders at various levels. This is crucial for the role, so demonstrating your communication and interpersonal skills will set you apart.
How to prepare for a job interview at Mitie Cleaning & Hygiene Services
✨Understand the Major Incident Management Process
Familiarise yourself with Mitie's Major Incident Management process. Be prepared to discuss how you would lead root cause investigations and implement permanent solutions, showcasing your knowledge of best practices in problem management.
✨Showcase Your Stakeholder Management Skills
Highlight your experience in managing stakeholders at various levels. Be ready to provide examples of how you've effectively communicated and influenced decisions in previous roles, especially in high-pressure situations.
✨Demonstrate Your Technical Knowledge
Brush up on your understanding of ITIL frameworks, capacity management, and tools like ServiceNow. Be prepared to discuss how your technical expertise can contribute to the stability and improvement of services and environments.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think of specific examples from your past experiences where you successfully managed incidents or led teams through challenges.
