Lead Major Incident Manager (SC cleared) in Milton Keynes

We are seeking an experienced Lead Major Incident Manager to lead and mature Major Incident Management capabilities within a complex delivery environment operating across P3M (Portfolio, Programme and Project Management) services. This role is responsible for driving effective incident governance, restoring service quickly during high-priority incidents, coordinating cross-functional teams, and embedding best practice aligned to ITIL Incident Management processes. The successful contractor will bring strong stakeholder engagement skills, operational leadership, and a structured approach to managing major incidents across technology and business services.

Key Responsibilities

• Lead the end-to-end management of Major Incidents and ensure rapid restoration of impacted services.
• Own incident command during high-severity events, coordinating technical, delivery, and business stakeholders.
• Establish and maintain robust ITIL-aligned Incident Management processes across the P3M environment.
• Chair Major Incident bridge calls and provide clear communication to senior stakeholders and leadership teams.
• Drive service recovery activities and ensure actions are prioritised effectively.
• Produce timely and accurate incident communications, status updates, and executive reporting.
• Facilitate post-incident reviews and root cause analysis activities.
• Track remediation actions and support continuous service improvement initiatives.
• Identify trends, risks, recurring incidents, and opportunities for operational maturity.
• Define and monitor incident KPIs, SLAs, and service performance metrics.
• Collaborate with Service Management, Delivery, Operations, and Programme teams to strengthen operational resilience.
• Support governance forums and contribute to service management reporting.

Required Experience

• Proven experience operating as a Lead Major Incident Manager within complex enterprise environments.
• Strong practical experience of ITIL Incident Management and Major Incident frameworks.
• Experience working within P3M (Portfolio, Programme and Project Management) environments.
• Demonstrated ability to lead high-pressure operational incidents and coordinate multi-disciplinary teams.
• Strong stakeholder management and executive communication capability.
• Experience driving service improvement and operational maturity initiatives.
• Ability to make decisions quickly and maintain control during critical incidents.

Desirable Skills

• ITIL Foundation / ITIL Managing Professional certification.
• Experience within large-scale transformation or programme delivery environments.
• Knowledge of Problem Management, Change Management, and Service Operations disciplines.
• Familiarity with service management tooling such as ServiceNow or equivalent.

Reasonable Adjustments

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients. If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.