IT Major Incident Manager in Stratford-upon-Avon

IT Major Incident Manager

• Lead and coordinate the resolution of critical IT Major Incidents to ensure business continuity

• Influence internal and external stakeholders to drive swift incident resolution and service improvement

• Hybrid role with 80% homeworking and 20% in Stratford-upon-Avon and out of hours support rota

About the role

As an IT Major Incident Manager, you\’ll take charge of managing NFU Mutual\’s most significant IT incidents, ensuring swift resolution and minimising disruption to business operations. Acting as a key contact for senior stakeholders, you\’ll work with cross-functional teams through high-pressure situations, making critical decisions to recover services in line with business needs and risk appetite.

You\’ll assess complex incidents, lead technical teams and bridge calls, authorise recovery options, and deliver timely, accurate communications throughout. Working closely with Problem Management, you\’ll help prevent future incidents by assisting with establishing root cause and driving continuous improvement through Post Incident Reviews. Your role will also include producing robust reports, being involved in on-boarding new services, maintaining effective knowledge articles, and championing best practices across teams. This is a hands-on supporting role with the opportunity to get involved in future technical driven projects.

Please note, there is an out of hours rota which is used purely for P1 incidents. This runs 1 week in every 4 including weekends and pays competitively. Details of this will be discussed before any interview.

About you

You\’re an experienced IT service professional who thrives in fast-paced environments and is confident leading major incidents under pressure. You bring a solutions-focused mindset and the ability to influence at all levels, including senior leadership.

• Strong, demonstrable experience in Major IT Incident and/or Problem Management

• Experience operating in a multi-vendor and multi-platform IT infrastructure environment

• Experience dealing with networking, infrastructure and cloud technology incidents

• A confident communicator with the ability to coordinate and influence technical teams and business stakeholders during high-impact incidents

• Experience and confidence in leading technical bridge calls with multiple resolver teams and/or vendors.

• Knowledge of ITIL frameworks, with ITIL Foundation certification (essential)

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.

We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

We\’re proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.

Benefits and Rewards

When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:

• Salary – £43,550 – £48,000 (depending on experience)

• Annual bonus (up to 17.5% of salary)

• Contributory pension scheme, up to 20%, including your 8% contribution

• 25 days annual leave +