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- Tasks: Lead major IT incidents and ensure quick service restoration for customers.
- Company: Join Virgin Money, a forward-thinking bank with a purpose to make banking fairer.
- Benefits: Enjoy 38.5 days holiday, flexible working, and market-leading pension from day one.
- Why this job: Make a real impact in a dynamic environment while developing your skills.
- Qualifications: Experience in managing high-severity incidents and excellent communication skills required.
- Other info: Be part of an inclusive culture that celebrates diversity and encourages growth.
The predicted salary is between 40000 - 52000 £ per year.
Overview
Search our opportunities to find your fit
Job no: 107910
Work type: Permanent Full Time
Location: Head Office – Glasgow, Head Office – Newcastle, Hybrid
Categories: Technical Analysis
Business Unit: IT Operations
Salary range: £40,000 to £52,000 per annum DOE
Location: UK – Hybrid – Occasional travel to a Virgin Money UK Hub when required (Glasgow, Newcastle, London).
Contract type: Permanent
Our Team
We’re at our best when we have something to drive us forward, a belief that underlines who we are and what we do. Our Purpose. We want to make people happier about money – and that idea starts with every single one of us here at Virgin Money. Feeling Insatiably Curious about your next adventure? You might have just found it.
We’re looking for an experienced Incident Manager to join our multi-disciplinary team to run major IT service incidents and restore our services to our customers and colleagues as soon as possible. You will have a passion for IT Service delivery and be able to think on your feet, absorb information quickly and make decisions in a fast changing, sometimes high-pressure environment.
This role requires the person to lead major service incidents to successful full-service recovery, record and monitor the progress towards a resolution for all incidents and potential subsequent problems and work towards continual service improvement through trend analysis and active engagement with technical resolver teams.
What you’ll be doing
- Actively lead major service incidents to ensure effective and timely service restoration through the Major Incident Management process, working with technical resolver teams and Service Managers to agree the appropriate actions to protect and restore service
- Provide timely updates to IT and business stakeholders on incident status, service impact and actions/timelines to restore service through the appropriate communication channels
- Ensure appropriate escalations are undertaken in accordance with Bank policies
- Be involved in Post Incident Reviews (PIRs) helping to identify root cause, agree actions and actively track these actions to completion
- Provide accurate timely and relevant management reporting.
- Undertake continual service improvements of the Major Incident Management process.
- Help to integrate Major Incident Management with other functions within CIO, ensuring that resolver teams understand the Major Incident Management process and their role and responsibilities within that
- Will be required to work OOH/Standby to support incidents and major IT releases 24/7/365
We need you to have
- Proven experience leading major or high severity incidents in a complex, fast paced environment.
- Ability to cope with multiple priorities in a rapidly changing and dynamic environment.
- Excellent communication skills, able to translate technical detail into clear business impact updates for senior stakeholders.
- Strong decision-making skills under pressure, with the ability to prioritise and coordinate multiple workstreams.
Red Hot Rewards
- Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
- Up to five extra paid well-being days per year.
- 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Free private medical cover, income protection and life assurance.
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
And there\\\’s no waiting around, you\\\’ll enjoy these benefits from day one.
If we’re lucky to receive a lot of interest, we may close the advert early, please ensure to submit your applications as soon as possible.
We\\\’re all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
Virgin Money is so much more than just a bank. As part of the Nationwide group, together we\\\’re the UK\\\’s first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you\\’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
As a Disability Confident Leader, we\\\’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition teamcareers@virginmoney.com
It\\’s important to note that there may be occasions where it\\’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.
Now the legal bit Although some of our roles allow you to be based anywhere in the UK, we\\\’ll need you to confirm you have the right to work in the UK.
If you\\\’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years\\\’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we\\\’ll ask for six years of regulatory references, and once in the role, you\\\’ll be subject to periodic employment checks.
Advertised: 08 Oct 2025 GMT Daylight Time
Applications close: 22 Oct 2025 GMT Daylight Time
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Major Incident Manager employer: Virgin Money
Contact Detail:
Virgin Money Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨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 those interviews by brushing up on your incident management skills. Think of real-life scenarios where you’ve led major incidents and be ready to discuss how you handled them. Show us your decision-making prowess under pressure!
✨Tip Number 3
Don’t forget to research Virgin Money! Understand our values and how we operate. This will not only help you tailor your responses but also show us that you’re genuinely interested in being part of our mission to make banking fairer.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re proactive and keen to join our team. So, get that application in and let’s get the ball rolling!
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Major Incident Manager role. Highlight your experience in leading major incidents and your ability to communicate effectively with stakeholders. We want to see how your skills align with our purpose at Virgin Money.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about IT service delivery and how you can contribute to our team. Be sure to mention any relevant experiences that showcase your decision-making skills under pressure.
Showcase Your Communication Skills: Since this role requires excellent communication, make sure your application reflects that. Use clear and concise language, and avoid jargon where possible. We want to see how you can translate technical details into business impact updates.
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 shows us you’re keen on joining the Virgin Money family!
How to prepare for a job interview at Virgin Money
✨Know Your Incident Management Process
Familiarise yourself with the Major Incident Management process before the interview. Be ready to discuss how you would lead major service incidents, including your approach to restoring services and communicating with stakeholders.
✨Showcase Your Communication Skills
Prepare examples that demonstrate your ability to translate technical details into clear business impact updates. Think of situations where you effectively communicated under pressure, as this role requires excellent communication skills.
✨Demonstrate Decision-Making Under Pressure
Be ready to share specific instances where you had to make quick decisions in a high-pressure environment. Highlight how you prioritised tasks and coordinated multiple workstreams to achieve successful outcomes.
✨Emphasise Continuous Improvement
Discuss your experience with continual service improvement and how you've contributed to enhancing processes in previous roles. Mention any trend analysis you've conducted and how it led to actionable insights for service delivery.