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- Tasks: Lead and resolve major IT incidents, ensuring minimal disruption to business operations.
- Company: Join Phoenix Group, a leading FTSE 100 organisation focused on long-term savings and retirement.
- Benefits: Enjoy a competitive salary, generous leave, private medical cover, and flexible working options.
- Why this job: Make a real impact by managing critical incidents in a dynamic and supportive environment.
- Qualifications: Experience in incident management, preferably in financial services, with strong communication skills.
- Other info: We value diversity and encourage applicants from all backgrounds to apply.
The predicted salary is between 60000 - 75000 ÂŁ per year.
We have an incredible opportunity to join us here at Phoenix Group as x2 Major Incident Managers to join our IT Service Operations team.
Job Type: Permanent
Location: This role is hybrid based in either Edinburgh, Birmingham or Telford with time spent working in the office and at home.
Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.
Closing Date: 14/01/26
Salary and benefits: ÂŁ60,000-ÂŁ75,000 plus an indicative bonus range of 16-32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.
Who are we? We want to be the best place that any of our 6,600 colleagues have ever worked. We’re Phoenix Group, we’re a long‑term savings and retirement business. We offer a range of products across our market‑leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.
The role: The Major Incident Manager is responsible for managing and resolving Critical and High IT incidents that significantly disrupt business operations. This role involves coordinating response efforts, minimising downtime, and ensuring effective communication with stakeholders throughout the incident lifecycle. The Major Incident Manager plays a crucial role in restoring normal service operations as quickly as possible while adhering to ITIL best practices and organisational procedures.
Key Accountabilities:
- Incident Leadership: Own and coordinate all major incidents from initiation to resolution, acting as the single point of contact for stakeholders.
- Rapid Decision‑Making: Assess impact and make critical decisions under pressure, including escalation to Bronze/Silver/Gold command and regulatory bodies (FCA).
- Stakeholder Communication: Deliver timely, accurate updates to executives, business units, and third‑party suppliers throughout the incident lifecycle.
- Third‑Party Management: Ensure suppliers (TCS, Cognizant, Servaada) adhere to SLAs and contractual obligations during incident resolution.
- Regulatory Compliance: Maintain audit‑ready documentation and ensure adherence to FCA and other regulatory requirements.
- Post‑Incident Reviews: Drive root cause analysis, formal problem reviews, and implement preventive measures to reduce recurrence.
- Governance & Reporting: Produce executive‑level reports, track SLA performance, and manage service credits.
- Crisis Management: Activate business continuity plans and coordinate escalation paths during severe disruptions.
- Tooling & Process Ownership: Ensure effective use of incident management tools (ServiceNow) and alignment with ITIL best practices.
- Leadership Under Pressure: Maintain authority and composure during high‑pressure situations, guiding technical teams to swift resolution.
- Process Optimisation: Develop and refine the major incident management process to improve efficiency and effectiveness.
What are we looking for?
- Significant experience as a Major Incident Manager, preferably within financial services, with a proven track record of managing high‑impact incidents in complex enterprise environments.
- Expertise in end‑to‑end incident lifecycle management, ensuring rapid resolution of critical issues to minimise business disruption.
- Skilled in stakeholder communication, root cause analysis, and implementing continuous improvement strategies for incident processes.
- Incident Management Tools: Proficiency in platforms like ServiceNow, Remedy, or similar.
We want to hire the whole version of you. We are committed to ensuring that everyone feels accepted and welcome. Applicants from all backgrounds are encouraged to apply. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you. If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best. We’re reviewing applications as they come in, so apply early to avoid missing out.
Major Incident Manager in Birmingham employer: Phoenix Group Holdings
Contact Detail:
Phoenix Group Holdings Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Phoenix Group or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common Major Incident Manager scenarios. Think about how you’d handle high-pressure situations and communicate effectively with stakeholders. We want to see your problem-solving skills shine!
✨Tip Number 3
Showcase your expertise with incident management tools like ServiceNow. Be ready to discuss your experience and how you’ve used these tools to improve processes in past roles. We love seeing candidates who are tech-savvy!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re reviewing applications as they come in, so the sooner you apply, the better your chances!
We think you need these skills to ace Major Incident Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Major Incident Manager role. Highlight your experience with incident management, especially in financial services, and showcase your skills in stakeholder communication and crisis management.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Mention specific experiences that demonstrate your ability to manage high-impact incidents and your familiarity with tools like ServiceNow.
Showcase Your Problem-Solving Skills: In your application, don’t forget to highlight your problem-solving abilities. Share examples of how you've successfully resolved major incidents in the past and the impact it had on the business. We love seeing real-life applications of your skills!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we’re reviewing applications as they come in, so don’t wait too long!
How to prepare for a job interview at Phoenix Group Holdings
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of incident management processes, especially ITIL best practices. Be ready to discuss your previous experiences managing high-impact incidents and how you resolved them. This will show that you’re not just familiar with the theory but have practical experience too.
✨Prepare for High-Pressure Scenarios
Since the role involves rapid decision-making under pressure, think of examples where you've had to make quick decisions during a crisis. Practise articulating these situations clearly, focusing on your thought process and the outcomes. This will demonstrate your ability to stay calm and effective when it matters most.
✨Master Stakeholder Communication
Communication is key in this role, so prepare to showcase your skills in delivering updates to various stakeholders. Think about how you can convey complex information simply and effectively. You might even want to prepare a mock update to demonstrate your communication style.
✨Familiarise Yourself with Tools
Get comfortable with incident management tools like ServiceNow or similar platforms. If you have experience using these tools, be ready to discuss specific instances where they helped you manage incidents efficiently. If not, do some research to understand their functionalities and how they align with the role.
