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- Tasks: Lead 24/7 incident management and coordinate major incident responses.
- Company: Join the FCDO, a key player in digital services and IT infrastructure.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by ensuring operational resilience and service continuity.
- Qualifications: Proven ITSM leadership experience and ITIL 4 certification required.
- Other info: Dynamic role with a focus on collaboration and continuous improvement.
The predicted salary is between 40000 - 50000 £ per year.
On behalf of FCDO, we are looking for a Senior Incident Manager (Inside IR35) for a 6 Month hybrid contract based 3 days per week in London or Milton Keynes. Note: DV Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position, preference may be given to candidates who meet all of the essential criteria and hold active DV clearance.
The Senior Incident Manager function sits within the Live Services area of the Information and Digital Directorate (IDD) at the FCDO. IDD is responsible for the management and delivery of digital services and IT infrastructure across the organisation, ensuring operational resilience, service continuity, and a high-quality user experience for all FCDO staff.
The Incident Manager team is a core part of the IT Service Operations team, providing 24/7 operational coverage, leading the response to major incidents, and acting as the operational point of contact for senior stakeholders, suppliers, and business owners. The team drives lessons learned, participates in resilience drills, and contributes to the ongoing development of service continuity and problem management processes.
The Senior Incident Manager (SEO) is a key operational role within IDD, responsible for delivering 24/7 incident management, including major incident (MI) response, Tier 2/3 escalation, and liaison with regional IT support and business stakeholders. You will act as the senior operational authority during your shift, leading the response to major incidents, coordinating technical and business resources, and ensuring rapid restoration of critical IT services across the global FCDO estate.
The Senior Incident Manager is empowered to make swift decisions, declare and manage major incidents, and communicate directly with senior stakeholders, Product Owners, and Crisis Management Teams. The post-holder also plays a key role in cross-directorate collaboration, resilience exercises, and service continuity planning, fostering a culture of operational excellence and stakeholder engagement.
Responsibilities
- Deliver 24/7 incident management, including MI response, Tier 2/3 escalation, and liaison with ITSOs.
- Lead and coordinate MI bridge calls, ensuring effective communication and engagement with technical teams, Product Owners, suppliers, and senior stakeholders.
- Oversee the restoration of critical IT services, validate recovery actions, and ensure all activities are fully documented in ServiceNow and MI dashboards.
- Maintain and evolve the governance framework for incident management, ensuring adherence to FCDO processes, standards, and continuous improvement.
- Act as the primary point of contact for Crisis Management Teams, regional IT support, and business owners during incidents and crises.
- Ensure timely, accurate, and transparent stakeholder communications throughout incident lifecycles.
- Manage handover protocols, ensuring continuity and accountability between shifts.
- Participate in and lead resilience drills, simulation exercises, and post-incident reviews to drive operational improvement.
- Support problem management, change management, and service continuity planning, contributing operational insights and lessons learned.
- Foster a culture of collaboration, knowledge sharing, and professional development within the Duty Manager team and across the wider directorate.
- Monitor and report on key performance indicators, including incident response times, stakeholder satisfaction, and documentation accuracy.
- Promote staff wellbeing, workload balance, and resilience within the team, proactively identifying and addressing risks of burnout.
Qualifications
Essential
- Proven experience in ITSM leadership, incident management, and problem management.
- Strong analytical, problem-solving, and communication skills.
- ITIL 4 Managing Professional certification.
- Ability to work under pressure and manage multiple incidents.
- Experience leading and developing teams.
- Experience managing 24/7 operational coverage and shift rotas.
- Experience leading MI bridge calls and coordinating with suppliers and partners.
Desirable
- Experience in crisis management and business continuity.
- Experience working in a large, complex, and global organisation.
PLEASE NOTE: This role can only be worked within the UK and not Overseas.
Senior Incident Manager employer: Public Sector Resourcing, managed by AMS
Contact Detail:
Public Sector Resourcing, managed by AMS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Incident Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might have insights into the FCDO or similar organisations. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by brushing up on your incident management skills and ITIL knowledge. Be ready to discuss real-life scenarios where you’ve led major incidents or improved processes. We want to see how you think on your feet!
✨Tip Number 3
Showcase your leadership abilities! During interviews, highlight your experience in managing teams and coordinating with stakeholders. We love to see candidates who can inspire and drive collaboration across departments.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who are ready to make an impact in the world of incident management.
We think you need these skills to ace Senior Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Incident Manager role. Highlight your experience in ITSM leadership and incident management, and don’t forget to mention your ITIL 4 certification. We want to see how your skills match what we're looking for!
Showcase Your Experience: In your application, be sure to showcase your experience with 24/7 operational coverage and managing major incidents. Use specific examples that demonstrate your ability to lead MI bridge calls and coordinate with stakeholders. This will help us see you in action!
Be Clear and Concise: When writing your application, keep it clear and concise. Avoid jargon and make sure your points are easy to understand. We appreciate straightforward communication, especially when it comes to incident management!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Public Sector Resourcing, managed by AMS
✨Know Your Incident Management Inside Out
Make sure you brush up on your incident management knowledge, especially around ITIL 4 principles. Be ready to discuss your previous experiences in leading major incidents and how you’ve handled them, as this will show your expertise and readiness for the role.
✨Demonstrate Your Leadership Skills
Prepare examples that showcase your leadership abilities, particularly in high-pressure situations. Think about times when you coordinated teams during major incidents or led MI bridge calls, and be ready to explain how you ensured effective communication and resolution.
✨Familiarise Yourself with FCDO's Operations
Research the FCDO’s digital services and IT infrastructure. Understanding their operational resilience and service continuity strategies will help you align your answers with their needs and demonstrate your genuine interest in the role.
✨Prepare for Stakeholder Engagement Scenarios
Since you'll be communicating with senior stakeholders, practice articulating your thoughts clearly and confidently. Prepare for questions about how you would handle stakeholder communications during incidents, ensuring transparency and accuracy throughout the process.