Job description
Job Description
My client, a leading organisation operating within a complex IT services environment, is seeking a Major Incident Manager to join their established Service Management function. This role will take ownership of high-severity incidents, ensuring effective coordination, communication, and timely resolution across multiple technical teams.
This is a critical position focused on service stability, stakeholder communication, and continuous improvement within a fast-paced operational environment.
* Competitive salary (dependent on experience)
* Structured on-call rota allowance
* Strong career progression within Service Management
* Exposure to enterprise-scale IT environments
* Ongoing professional development support
You will be part of a collaborative IT operations team responsible for maintaining high service availability and driving best practice across Incident Management processes.
The Role
As a Major Incident Manager, you will take full ownership of high-priority IT incidents, acting as the central point of coordination between technical teams and service stakeholders.
You will:
Manage high-severity incidents through to resolution and closure
Assess and confirm incident priority and severity levels
Coordinate technical teams to restore service within agreed SLAs
Lead incident bridge calls and manage stakeholder communications
Provide timely updates throughout the incident lifecycle
Escalate risks where service restoration is at risk
Validate resolution details prior to closure
Produce incident reports and management information
Conduct post-incident reviews and identify service improvement opportunities
Support the progression of other priority incidents where required
The Person
* Proven experience managing high-priority IT incidents within a complex or multi-client environment
* Strong understanding of ITIL-based service management principles
* Experience using IT Service Management tools (e.g. Remedy or similar platforms)
* Excellent stakeholder communication and coordination skills
* Ability to work effectively under pressure in time-critical situations
* Willingness to participate in an on-call rota
* Ability to obtain relevant security clearance if required
For further information on this role, or other IT Service Management opportunities, apply via the link or contact the consultant for a confidential discussion.
Successful applicants may be required to complete pre-employment checks in line with organisational policy.
