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For Companies At a Glance
- Tasks: Lead and resolve major IT incidents, ensuring minimal disruption to business operations.
- Company: Join Standard Life, a leading retirement specialist with a customer-first approach.
- Benefits: Enjoy a competitive salary, generous leave, private medical cover, and flexible working options.
- Why this job: Make a real impact by managing critical incidents in a dynamic environment.
- Qualifications: Experience in incident management, preferably in financial services, with strong communication skills.
- Other info: Embrace a culture of curiosity and accountability while enjoying excellent career growth opportunities.
The predicted salary is between 60000 - 75000 £ per year.
We’re looking for a Major Incident Manager to join our IT Service Operations team. If you’re looking for a new challenge with an organisation committed to putting customers first, aiming high and working together, you’ll thrive here.
Job Information
- Job Type: Permanent
- Location: Hybrid based in Edinburgh, Birmingham or Telford with time spent in the office and at home.
- Flexible working: All roles are open to part-time, job-share and other types of flexibility.
- Closing Date: 10/04/2026
- Salary and benefits: £60,000-£75,000 plus an indicative bonus range of 16-32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.
Who are we?
We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.
The role
The Major Incident Manager is responsible for managing and resolving Critical and High IT incidents that significantly disrupt business operations. This role involves coordinating response efforts, minimising downtime, and ensuring effective communication with stakeholders throughout the incident lifecycle. The Major Incident Manager plays a crucial role in restoring normal service operations as quickly as possible while adhering to ITIL best practices and organisational procedures.
Key Accountabilities
- Incident Leadership: Own and coordinate all major incidents from initiation to resolution, acting as the single point of contact for stakeholders.
- Rapid Decision-Making: Assess impact and make critical decisions under pressure, including escalation to Bronze/Silver/Gold command and regulatory bodies (e.g., FCA).
- Stakeholder Communication: Deliver timely, accurate updates to executives, business units, and third-party suppliers throughout the incident lifecycle.
- Third-Party Management: Ensure suppliers adhere to SLAs and contractual obligations during incident resolution.
- Regulatory Compliance: Maintain audit-ready documentation and ensure adherence to FCA and other regulatory requirements.
- Post-Incident Reviews: Drive root cause analysis, formal problem reviews, and implement preventive measures to reduce recurrence.
- Governance & Reporting: Produce executive-level reports, track SLA performance, and manage service credits.
- Crisis Management: Activate business continuity plans and coordinate escalation paths during severe disruptions.
- Tooling & Process Ownership: Ensure effective use of incident management tools and alignment with ITIL best practices.
- Leadership Under Pressure: Maintain authority and composure during high-pressure situations, guiding technical teams to swift resolution.
- Process Optimisation: Develop and refine the major incident management process to improve efficiency and effectiveness.
What are we looking for?
- Significant experience as a Major Incident Manager, preferably within financial services, with a proven track record of managing high-impact incidents in complex enterprise environments.
- Experience in designing, developing and implementing a Major Incident Management Framework, ensuring alignment with ITIL best practice and enterprise Service Management Standards.
- Expertise in end-to-end incident lifecycle management, ensuring rapid resolution of critical issues to minimise business disruption.
- Skilled in stakeholder communication, root cause analysis, and implementing continuous improvement strategies for incident processes.
- Proficiency in platforms like ServiceNow, Remedy, or similar.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
We’re reviewing applications as they come in, so apply early to avoid missing out.
Major Incident Manager in Edinburgh employer: Standard Life plc
Contact Detail:
Standard Life plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Major Incident Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by brushing up on your incident management skills and ITIL best practices. Be ready to share specific examples of how you've handled high-pressure situations and resolved major incidents in the past. Show them you can keep your cool when things get tough!
✨Tip Number 3
Don’t forget to tailor your approach! Research the company and its values, and be prepared to discuss how your experience aligns with their mission. This shows that you’re not just looking for any job, but that you genuinely want to be part of their team.
✨Tip Number 4
Apply through our website for the best chance at landing that interview! We love seeing candidates who take the time to engage with us directly. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start!
We think you need these skills to ace Major Incident Manager in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Major Incident Manager role. Highlight your experience in managing high-impact incidents and any relevant ITIL certifications. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Remember, we love curiosity and connection, so let your personality come through!
Showcase Your Communication Skills: As a Major Incident Manager, communication is key. In your application, provide examples of how you've effectively communicated during past incidents. We want to know how you keep stakeholders informed and engaged!
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 gives you a chance to explore more about us and what we stand for!
How to prepare for a job interview at Standard Life plc
✨Know Your ITIL Inside Out
As a Major Incident Manager, you'll need to demonstrate a solid understanding of ITIL best practices. Brush up on the key principles and be ready to discuss how you've applied them in past roles. This will show that you can effectively manage incidents while adhering to organisational procedures.
✨Prepare for High-Pressure Scenarios
Expect questions about how you handle stress and make rapid decisions during critical incidents. Think of specific examples where you successfully managed high-impact situations. Practising your responses will help you stay calm and articulate during the interview.
✨Master Stakeholder Communication
Effective communication is crucial in this role. Be prepared to explain how you keep stakeholders informed during incidents. Share examples of how you've delivered updates to executives or third-party suppliers, highlighting your ability to convey complex information clearly and concisely.
✨Showcase Your Continuous Improvement Mindset
The role involves driving root cause analysis and implementing preventive measures. Be ready to discuss how you've contributed to process optimisation in previous positions. Highlight any frameworks you've developed or improvements you've made to incident management processes.