Major Incident Manager | S2 | IT Operations | Milton Keynes

Santander UK is looking for a Major Incident and Service Delivery Lead based out of Milton Keynes. This role is within the Infrastructure, Operations, and End‑User Technology (EUT) division of a UK bank. It focuses on Incident Management and Service Delivery, providing expert guidance and direct oversight of Incident and Problem Management processes to ensure swift incident resolution and robust data insights. Your primary focus is to ensure the stability, availability, and continuous improvement of IT services.

Responsibilities

• Rapid and effective resolution of major incidents, coordinating multidisciplinary technical teams and supporting the Global Tech Hub.
• Proactive risk reduction, implementing controls to minimise service disruptions.
• Driving service excellence, developing strategies for service delivery, including third‑party and stakeholder management.
• Data‑driven improvement: driving service analytics and reporting to uncover trends and support continuous improvement within incident and problem management, with regular reporting and presentations to relevant committees.
• Strategic alignment, ensuring all initiatives align with the UK bank\’s target operating model.
• Supporting the Global Tech Hub (GTH) Incident function by guiding incident and problem management processes.
• Ensuring final priority and agreement on incident resolution paths.
• Managing UK communications during major incidents, liaising with IT and business stakeholders for clear status updates.
• Providing on‑call support for escalations related to major incidents.
• Collaborating with various IT teams to improve incident response capabilities and establish robust procedures to prevent future outages.
• Analyzing incident and problem trends and performance metrics to identify areas for improvement and presenting these insights in operational governance forums.
• Owning risk and control compliance specific to Incident Management and Problem Management, ensuring effective governance.

Qualifications and Experience

• Extensive experience in Major Incident and Service Delivery Management within complex, regulated financial environments (Required).
• Proven record in Incident, Problem, and Change Management, ensuring swift service restoration and minimal disruption (Required).
• Skilled in leading cross‑functional technical teams and third parties to resolve high‑impact issues (Preferred).
• Strong ability to transform incident data into actionable insights and executive‑level reporting (Required).
• Contributes to IT governance, operational resilience, and global technology transformation initiatives (Preferred).
• Leading continuous service improvement culture, developing and managing controls, KPIs, SLAs, and metrics for IT Operations (Required).
• Bachelor\’s degree in IT, Computer Science, or a related discipline (Preferred).
• ITIL Foundation / Intermediate Certification (Required).
• Training in Operational Resilience, Service Management (Required).
• Ongoing professional development in governance and risk management practices (Required).
• Strong commitment to maintaining current knowledge of emerging technologies and best practice (Preferred).
• Spanish language skills (Preferred).

Hard Skills

• ITIL / ISO 20000 Implementation experience.
• Technical expertise: deep understanding of IT infrastructure, networks, and system troubleshooting.
• Incident & Problem Management: skilled in RCA, trend analysis, and proactive prevention strategies.
• Performance Management: designing and managing KPIs, SLAs, and service dashboards.
• Operational Resilience: proficient in disaster recovery, major change, and critical event coordination.

Soft Skills

• Leadership: calm, decisive leadership under pressure with clear direction and accountability.
• Communication: engages confidently with executive stakeholders and technical teams alike.
• Collaboration: builds strong, productive relationships across IT, business, and third‑party providers.
• Customer focus: promotes a service culture centred on customer experience and satisfaction.
• Continuous improvement: champions learning culture, driving systemic improvements and innovation.

Benefits

• £500 annual cash allowance to spend on benefits.
• 25 days holiday plus bank holidays, increasing to 26 days after 5 years of service; option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates (medical, dental, and health assessments).
• Pension: 8% of salary contributed by Santander; up to 12.5% if employee contributes, with cash option.
• Protection: company‑funded death‑in‑service benefit and income protection insurance; discounted life assurance and critical illness cover.
• Share plan participation.
• Staff versions of Santander products at no fees.
• Opportunities for volunteering and community engagement.

Equal Opportunity Employer

Santander is proud to be an inclusive organisation that provides equal opportunities for everyone, regardless of age, gender, disability, civil status, race, religion or sexual orientation.

Location and Work Arrangement

Milton Keynes, UK – Site‑based with a hybrid working pattern requiring attendance at least 12 days per month (pro‑rata for part‑time roles).