Lead Major Incident Manager

A Lead Major Incident Manager is required for our government client who will be responsible for ensuring operational stability and delivering a high standard of service, by leading the major incident management response and processes. This role also oversees effective problem management activities whilst providing clear, insight driven reporting and analysis. This position plays a key role in minimising customer impact, identifying root causes and driving continuous improvement across the clients technology and IT estate.

In addition, this role includes overall accountability for maintaining consistent service delivery and strong adherence to processes across the clients wide technology and operations function. You will also deliver a reporting and analysis function, which will include producing management information and internal KPI reports, as well as making data driven recommendations to improve service performance and operational efficiency.

Essential Skills & Experience

• Proven IT service management background with expertise in Major Incident Management and Problem Management.
• ITIL Foundation level Certification.
• Record of delivering results and meeting targets.
• Technical knowledge across infrastructure, cloud services, networking and applications.
• Extensive knowledge of Service Management Tooling and service reporting.
• Excellent written and verbal communication with exemplary customer-facing skills.
• Excellent analytical, problem solving, decision making and influencing skills.
• Excellent knowledge and use of MS Office 365.
• Drive Continual Service Improvement and Risk plans.
• Matrix management experience.
• ServiceNow administration certificate or relevant experience of producing dashboards and service reporting (Training can be provided).
• A proven ability to negotiate at all levels across IT, Stakeholders and Suppliers.
• ITIL – Managing professional certificate.
• A working knowledge of ISO 9001, ISO20000 and ISO27001 ITIL Practice Manager- Monitor, Support and Fulfil.
• Agile Methodologies Foundation, BCS Agile Foundation Certificate or equivalent accreditation or relevant job experience.

Responsibilities

• Lead a consistent response to major incidents, ensuring rapid resolution and minimal disruption to customer services. For complex or high-impact incidents, take direct control or provide hands-on support to the Major Incident Manager.
• Operate within a 24/7 service delivery model, ensuring seamless handovers and a unified incident response across ‘out of hours’ teams, maintaining continuity and service excellence around the clock.
• Lead communications and coordinate activities during business continuity and major security incidents, ensuring alignment with customer and internal protocols.
• Conduct and assure post-incident reviews, ensuring that follow-up actions are tracked to closure and lessons learned are embedded.
• Ensure compliance with ISO and ITIL standards throughout the incident management lifecycle.
• Support the Problem Manager in identifying and managing root causes of recurring incidents.
• Drive continual improvement initiatives to enhance service reliability and reduce incident volumes.
• Gather and define reporting requirements, designing dashboards and reports that effectively assess and communicate service performance.
• Deliver actionable insights to stakeholders through detailed data analysis and identification of service trends and patterns.
• Ensure all reporting outputs are aligned with governance, audit, and compliance standards, supporting transparency and accountability.
• Collaborate with service owners and technical teams to enhance data quality, consistency, and accuracy across reporting platforms.
• Have ownership of the Major Incident Management process, ensuring minimal disruption to customer services and continued compliance with ISO and ITIL standards.