Job Description

Major Incident Manager
PCD330224
Full-time

Job Description
Major Incident Manager - Santander
📍 Location: Milton Keynes (Hybrid - 3 days in office)

About the Role

We are looking for Major Incident Managers to join our Incident Management team. This is a critical role focused on oversight, affirming, and challenging processes to ensure smooth resolution of major incidents. You will be the direct line of communication into the business, making sure updates are accurate, timely, and clearly translated for stakeholders.
You will work in a high-pressure environment, supporting live incidents while driving continual improvement through data analysis, reporting, and performance metrics. This role combines hands-on Major Incident Management experience with a strong Service Management lens, ideally within a service provider context.

Key Responsibilities

• Manage and oversee major incidents, ensuring swift resolution and accurate communication.
• Monitor KPIs, SLAs, and performance metrics to maintain service excellence.
• Translate technical information into clear business updates for stakeholders.
• Drive continual improvement initiatives using data insights and analytics.
• Ensure content accuracy and consistency in incident reporting.
• Collaborate with existing team members to support overall incident management strategy.

Why Join?

• Be part of a specialist team shaping the future of incident management.
• Opportunity to work on critical, high-impact projects.
Ready to take on the challenge? the organisation and help us keep the business running smoothly when it matters most.

What We Are Looking For

• Proven Major Incident Management experience in a high-pressure environment.
• Strong background in Service Management (ITIL framework essential).
• Ability to interpret and present data, with excellent reporting and analytics skills.
• Exceptional communication skills - able to relay complex information clearly.
• Experience within the organisation or similar regulated environments is a plus.
• Comfortable working in a hybrid model and adaptable to evolving business needs.