At a Glance
- Tasks: Lead major incidents, driving rapid resolutions and enhancing service stability.
- Company: Join VWFS UK, a leader in innovative mobility solutions.
- Benefits: Competitive salary, bonus potential, pension contributions, and extensive health benefits.
- Other info: Dynamic work environment with opportunities for professional development and mentoring.
- Why this job: Make a real impact by improving IT services and driving continuous improvement.
- Qualifications: Experience in IT Service Management and strong analytical skills required.
The predicted salary is between 49354 - 49354 £ per year.
About The Role
SALARY: From 49,354 pa dependent on experience + On-call allowance
LOCATION: Milton Keynes
HYBRID WORKING: Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office however flexibility is expected to meet the needs of the business and the role.
HOURS / CONTRACT TYPE: Permanent 35 hours per week, working between the hours of 8am and 6pm and additional on-call duties - more details will be shared during the interview.
CLOSING DATE: 8/9/2026. We reserve the right to close the advert earlier if we receive a high volume of applications.
Were looking for a Major Incident, Problem & Service Improvement Manager whose core purpose is to ensure minimal impact to the business and rapid restoration of our normal operating service. This is a highly responsive position with significant impact on our business through the management, control, governance and reporting of major incidents and problems reported by our UK support teams.
What youll be doing:
- You'll take the lead during major incidents and critical service issues, rapidly assessing situations, making informed decisions and driving resolution to minimise business impact.
- Matrix management of virtual resources to resolve major incidents (virtual teams are likely to include internal and external suppliers in different countries).
- Analysing trends, identifying root causes and turning insights into practical improvements that enhance service stability, resilience and performance.
- Collaborating across business, technical and supplier teams, building strong relationships and influencing stakeholders to achieve the right outcomes.
- Listening to and understanding business needs, translating complex technical issues into clear actions, communications and solutions.
- Managing competing priorities in a fast-paced environment, remaining calm, adaptable and decisive under pressure.
- Responsible for ensuring Post Incident Reviews (PIRs) are conducted for significant incidents to ensure opportunities for process improvement are identified.
- Driving continuous improvement by challenging processes, championing best practice and delivering measurable service enhancements.
- Providing clear leadership, governance and oversight of Incident and Problem Management processes across the UK, Ireland and international partners.
- Influence appropriate progress for problems owned and managed by HQ teams that are not directly within VWFS UKs span of control.
- You'll also support the Acceptance into Service (AIS) process by representing the Major Incident Management requirements for all new Applications and Processes being introduced into IT Services.
What youll bring:
Youll be experienced in IT Service Management, particularly in Major Incident and Problem Management and can bring your skills in leading business critical applications in a multi-supplier delivery model to resolution. Youll have a passion for continuous improvement, with experience designing, enhancing and embedding processes that improve service quality, stability and efficiency.
Essential experience & skills:
- Proven experience leading Major Incident and Problem Management activities within complex, business-critical IT environments.
- You're highly analytical and able to quickly assess complex situations, identify root causes and drive effective, pragmatic solutions.
- You are resilient and have sound judgement under pressure, with a track record of navigating challenging situations and delivering positive outcomes.
- Strong stakeholder management skills, with the ability to listen, understand differing perspectives and influence decisions across technical, operational and business teams.
- You take a proactive approach to identifying risks, anticipating issues and implementing improvements before they impact customers or services.
- Experience leading major incidents and coordinating cross-functional teams in multi-supplier environments to deliver successful resolution and service improvement.
- You'll be dealing with multiple stakeholders and touch-points so, it's essential you can communicate effectively in person and, in writing and you leave no stone unturned.
Whats in it for you?
- Bonus: Discretionary 10% on-target bonus (based on personal and Group company performance)
- Pension: Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.
- Car schemes: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance OR Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
- Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).
- Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.
- We invest in our people and are passionate about driving development. Youll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.
About You
About Us
Why join VWFS UK? Youll have the opportunity to make a difference by helping us to achieve our mission. Our mission is straight forward; we want to be 'The Key to Mobility'. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!
VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isnt just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.
This role does not meet the UKVIs criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.
Major Incident Problem & Service Improvement Manager - Milton Keynes in Ravenstone employer: Volkswagen Financial Services
At VWFS UK, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. Located in Milton Keynes, our hybrid working model allows for flexibility while ensuring a collaborative environment, complemented by competitive benefits such as a discretionary bonus, generous pension contributions, and access to professional development resources. Join us to make a meaningful impact in the mobility sector while enjoying a rewarding career with ample opportunities for personal and professional advancement.
Contact Details:
Volkswagen Financial Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident Problem & Service Improvement Manager - Milton Keynes in Ravenstone
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Volkswagen Financial Services values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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✨Direct Apply to Volkswagen Financial Services
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We think you need these skills to ace Major Incident Problem & Service Improvement Manager - Milton Keynes in Ravenstone
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Volkswagen Financial Services.
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Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Volkswagen Financial Services. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
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How to prepare for a job interview at Volkswagen Financial Services
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
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IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
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Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
