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.
- Other info: Embrace a culture of curiosity and accountability while enjoying excellent career growth opportunities.
- 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.
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 involves managing and resolving Critical and High IT incidents that significantly disrupt business operations. This includes coordinating response efforts, minimising downtime, and ensuring effective communication with stakeholders throughout the incident lifecycle.
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 Telford employer: Standard Life plc
Standard Life plc is an excellent employer, offering a dynamic work culture that prioritises innovation and collaboration. As an AI Data Protection & Governance Lead, you will have access to extensive employee growth opportunities, including professional development and training in the rapidly evolving field of AI governance. Located in a vibrant city, the company fosters a supportive environment where your contributions to responsible AI practices are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident Manager in Telford
✨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 critical incidents in the past. Show them you can keep your cool when things get tough!
✨Tip Number 3
Don’t forget to research the company culture! Understanding Standard Life’s values and how they prioritise customer service will help you tailor your responses during interviews. Plus, it shows you’re genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest job openings and updates there, so keep checking back for new opportunities that fit your skills!
We think you need these skills to ace Major Incident Manager in Telford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Major Incident Manager role. Highlight your incident management experience and any relevant ITIL knowledge to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re the perfect fit for this role. Share specific examples of how you've successfully managed major incidents in the past and how you can bring that expertise to our team.
Showcase Your Communication Skills:As a Major Incident Manager, communication is key! In your application, demonstrate your ability to convey complex information clearly and effectively, especially under pressure.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the recruitment process!
How to prepare for a job interview at Standard Life plc
✨Know Your Incident Management Framework
Make sure you’re well-versed in the Major Incident Management Framework, especially how it aligns with ITIL best practices. Be ready to discuss your experience in managing high-impact incidents and how you’ve implemented processes that ensure rapid resolution.
✨Showcase Your Communication Skills
As a Major Incident Manager, effective communication is key. Prepare examples of how you've delivered timely updates to stakeholders during incidents. Highlight your ability to keep everyone informed and calm under pressure, as this will be crucial in the role.
✨Demonstrate Decision-Making Under Pressure
Be prepared to discuss scenarios where you had to make quick decisions during a crisis. Think about specific incidents where your rapid assessment and escalation made a difference. This will show your capability to handle high-pressure situations effectively.
✨Prepare for Post-Incident Reviews
Familiarise yourself with the process of conducting post-incident reviews and root cause analysis. Be ready to talk about how you’ve driven improvements based on these reviews in the past, as this reflects your commitment to continuous improvement in incident management.
