Job Description

Major Incident Manager | London, UK
Full–time
PCD320210

Job description
Major Incident Manager

About the job you're considering.

We're looking for a Major Incident Manager to join our service management team supporting a private sector client. In this role, you'll coordinate and guide the resolution of IT major incidents, ensuring timely communication and collaboration across stakeholders.

You'll report to the Major Incident Management Lead, who reports to the Enterprise Service Management Lead.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including:
identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Your role

• Facilitate and guide incident investigations, meetings, and calls, working with technical teams to identify solutions and restore services.
• Collaborate with stakeholders to develop clear action plans, assigning roles and timelines to ensure safe and timely resolution.
• Coordinate across teams and third-party providers, fostering cooperation and resolving challenges constructively.
• Communicate effectively with stakeholders at all levels, providing timely updates and escalating when needed.
• Support continuous improvement by contributing to process enhancements and knowledge sharing.
• You will be required to work flexibly between 7am and 6pm including out of hours (on-call) coverage via a rotating shift pattern.
You can bring your whole self to work. At the organisation building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

Your skills and experience

• Experience managing major IT incidents end to end, with rapid decision-making, stakeholder engagement, and post-incident improvement, ensuring compliance and risk awareness.
• Strong communication and presentation skills, with the ability to engage stakeholders at all levels.
• ITIL V3/V4 Foundation certification.
• A proactive and inclusive approach to problem-solving and teamwork.
Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not to, country of residence and nationality.
Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

What does 'Get The Future You Want ' mean for you?

You'd be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.
To help support wellbeing we have trained 'Mental Health Champions' across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
You'll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You'll be joining a professional community of experts, who have got your back and will support you, every step of the way.
You will reimagine what's possible: creating value for the world's leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.
the organisation. Get The Future You Want.

Why you should consider the organisation.

Growing clients' businesses while building a more sustainable, more inclusive future is a tough ask. When you join the organisation, you'll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what's possible. It's why, together, we seek out opportunities that will transform the world's leading businesses, and it's how you'll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you'll build the skills you want. You'll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About the organisation

the organisation is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, the organisation is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.