Lead Major Incident Manager in Milton Keynes

Lead Major Incident Manager Location: Milton Keynes (Hybrid – minimum 60% onsite) Contract: Initial 6-month contract Rate: £364.65 per day PAYE / £467.08 per day Umbrella IR35: Inside IR35 The Opportunity We are seeking an experienced Lead Major Incident Manager to lead the response to critical IT incidents and drive Problem Management activities within a fast-paced Technology & Operations environment. This is a hands-on leadership role focused on maintaining operational stability, minimising service disruption, driving continual service improvement, and delivering high-quality reporting and analysis. Working closely with technical teams and stakeholders, you will play a key role in ensuring service resilience and operational excellence. Key Responsibilities * Lead and coordinate the response to major incidents, ensuring rapid restoration of services and minimal business impact. * Take ownership of complex incidents, providing hands-on leadership and clear stakeholder communications throughout the incident lifecycle. * Coordinate activities during business continuity and security-related incidents where required. * Conduct post-incident reviews, ensuring lessons learned are captured and actions are delivered. * Support Problem Management by identifying root causes, driving permanent resolutions and reducing recurring issues. * Analyse incident trends and implement proactive service improvements. * Produce service reports, dashboards and performance metrics, providing data-driven recommendations to improve operational efficiency. * Ensure adherence to ITIL best practices and review service designs to confirm operational readiness and supportability. Skills & Experience * Proven experience in Major Incident Management and Problem Management. * ITIL Foundation certification or equivalent practical experience. * Strong understanding of infrastructure, cloud services, networking and applications. * Experience with Service Management tools, reporting platforms and dashboard creation. * Excellent analytical, problem-solving and decision-making skills. * Outstanding communication and stakeholder management abilities. * Experience producing management information and KPI reporting. * Knowledge of continual service improvement methodologies and risk management. * Ability to influence and collaborate across technical teams, suppliers and senior stakeholders. * Experience with ServiceNow reporting or administration would be advantageous. Eligibility Requirements Due to the nature of the work, applicants must: * Be a sole British citizen. * Have resided in the UK for at least 2 of the last 5 years. * Be eligible to undergo security vetting as part of the onboarding process. * Existing security clearance is advantageous but not essential. Working Arrangements * Hybrid working with a minimum of 60% onsite attendance in Milton Keynes. * Occasional travel to London and other UK locations may be required. Apply Now If you're an experienced Major Incident professional looking for your next contract opportunity where you can make a real impact on service stability and operational excellence, we'd love to hear from you