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- Tasks: Manage major IT incidents to ensure quick service recovery and minimal disruption.
- Company: Join Santander UK, a leading financial services provider with a strong IT operations team.
- Benefits: Enjoy hybrid working, 27 days holiday, and a ÂŁ500 annual cash allowance for benefits.
- Why this job: Make a real impact in IT operations while developing your skills in a supportive environment.
- Qualifications: Experience in IT Major Incident Management and strong communication skills are essential.
- Other info: Flexible working patterns available; we value diversity and inclusion in our workplace.
The predicted salary is between 42000 - 84000 ÂŁ per year.
Major Incident Manager | S2 | IT Operations | Milton Keynes
Join to apply for the Major Incident Manager | S2 | IT Operations | Milton Keynes role at Santander UK.
About Santander
Santander (www.santander.com) is evolving from a global, high‑impact brand into a technology‑driven organisation, and our people are at the heart of this journey. Together we are driving a customer‑centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.
Role Overview
This key role 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, while driving service excellence and aligning initiatives with the UK bank’s target operating model.
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.
- Ensuring effective incident management and robust reporting as the bank transitions to a Global Tech Hub, contributing directly to IT service stability and availability.
- 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.
- Analysing incident and problem trends and performance metrics to identify areas for improvement, presenting these insights in operational governance forums.
- Owning risk and control compliance specific to Incident Management and Problem Management, ensuring effective governance.
Qualifications
- 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)
- This role champions a continuous service improvement culture, facilitating reviews and driving systemic initiatives to enhance service quality and satisfaction. This includes developing and managing Controls, KPIs, SLAs, and Metrics for IT Operations. (Required)
Education
- Bachelor’s degree in IT, Computer Science, or a related discipline (or equivalent experience). (Preferred)
- ITIL Foundation / Intermediate Certification preferred. (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)
Languages
- Spanish (Preferred)
Hard Skills
- ITIL / ISO 20000 Implementation: Experienced in deploying and optimizing service management frameworks. (Required)
- Technical Expertise: Deep understanding of IT infrastructure, networks, and system troubleshooting. (Preferred)
- Incident & Problem Management: Skilled in RCA, trend analysis, and proactive prevention strategies. (Required)
- Performance Management: Designs and manages KPIs, SLAs, and service dashboards. (Required)
- Operational Resilience: Proficient in disaster recovery, major change, and critical event coordination. (Preferred)
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
- ÂŁ500 annual cash allowance to spend on our great range of benefits. *Include salary where authorised
- 25 days’ holiday plus bank holidays, which increases to 26 days after 5 yrs service, with the option to purchase up to 5 contractual days per year.
- Voluntary healthcare benefits at discounted rates, including medical insurance, dental insurance, and health assessments.
- We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary if you contribute as well, and you can take some of our contribution in cash if you prefer.
- Protection for you and your family – company‑funded death‑in‑service benefit and income protection insurance, with discounted rates for additional life assurance and critical illness cover.
- Share in Santander’s success by saving or investing in our share plans.
- As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services.
- Competitive rewards that reflect the real impact you make and the value you bring.
- Wellbeing that goes beyond work – we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
- Support for every life stage – from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
- Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
- Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.
Equal Opportunity Statement
At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone – regardless of age, gender, disability, civil status, race, religion or sexual orientation. We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates. To make this possible, our roles are site‑based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro‑rata for part‑time roles).
Right to Work in the UK
- Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.
We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.
What To Do Next
If this sounds like a role you are interested in, then please apply. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at resourcing@santander.co.uk.
Job Details
- Seniority level: Mid‑Senior level
- Employment type: Full‑time
- Job function: Finance and Information Technology
- Industries: Financial Services, IT Services and IT Consulting, Software Development
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Major Incident Manager | S2 | IT Operations | Milton Keynes employer: Santander UK
Contact Detail:
Santander UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager | S2 | IT Operations | Milton Keynes
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, like ServiceNow and PagerDuty. Having a solid understanding of these platforms can give you an edge during interviews, as it shows your readiness to hit the ground running.
✨Tip Number 2
Brush up on your incident management processes and best practices. Be prepared to discuss how you've successfully managed major incidents in the past, focusing on your communication strategies and how you kept stakeholders informed.
✨Tip Number 3
Network with current or former employees of Santander UK, especially those in IT Operations. They can provide valuable insights into the company culture and expectations for the Major Incident Manager role, which can help you tailor your approach.
✨Tip Number 4
Prepare for both technical and competency-based questions by reviewing common scenarios related to major incident management. Practising your responses will help you feel more confident and articulate during the interview process.
We think you need these skills to ace Major Incident Manager | S2 | IT Operations | Milton Keynes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT Major Incident Management. Focus on relevant skills such as incident prioritisation, stakeholder communication, and technical coordination.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role at Santander UK. Mention specific experiences that demonstrate your ability to manage major incidents effectively and how you can contribute to their IT Operations.
Highlight Relevant Experience: When detailing your work history, emphasise any direct experience with IT infrastructure, networks, and applications. Use metrics or examples to showcase your impact in previous roles.
Prepare for Interviews: Anticipate both technical and competency-based questions during the interview process. Be ready to discuss your approach to incident management and provide examples of how you've successfully resolved major incidents in the past.
How to prepare for a job interview at Santander UK
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Major Incident Manager. Familiarise yourself with incident management processes and be ready to discuss how your experience aligns with the role's requirements.
✨Prepare for Technical Questions
Expect technical questions related to IT infrastructure, networks, and applications. Brush up on your knowledge in these areas and be prepared to provide examples from your past experiences where you successfully managed major incidents.
✨Showcase Communication Skills
As a Major Incident Manager, effective communication is key. Be ready to demonstrate your ability to communicate clearly with stakeholders at all levels. Prepare examples of how you've kept teams informed during critical incidents.
✨Highlight Continuous Improvement
Discuss your approach to continuous improvement in incident management processes. Share specific instances where you've contributed to enhancing procedures or practices that led to quicker resolutions in past roles.
