Duty Manager (Interim)
Our client - Central Government - is seeking the addition of an experienced Duty Manager to join the Live Services function, leading 24/7 IT Service Operations and Major Incident response across a complex, global digital estate. This role will ensure operational resilience, rapid restoration of critical IT services, strong stakeholder engagement, and continuous improvement of incident, problem, and service continuity processes.
Key skills/experience:
- Proven leadership in IT Service Management (ITSM), including Incident and Problem Management within complex, enterprise-scale environments.
- Extensive experience delivering 24/7 operational coverage, managing shift rotas, and acting as the senior operational authority during live incidents.
- Strong expertise in Major Incident (MI) management, including leading bridge calls, Tier 2/3 escalations, supplier coordination, and stakeholder communications at senior level.
- ITIL 4 Managing Professional certification, with a strong grasp of governance frameworks, service continuity, and continual service improvement.
- Demonstrated ability to oversee restoration of critical IT services, ensure accurate documentation (eg ServiceNow), and drive lessons learned through post-incident reviews and resilience exercises.
- Experience collaborating across technical teams, Product Owners, Crisis Management Teams, regional IT support, and global business stakeholders.
- Strong analytical, decision making, and communication skills, with the ability to perform effectively under pressure and manage multiple concurrent incidents.
- Desirable experience in crisis management, business continuity planning, and working within large, complex, global organisations.
This is a shift-based role within a 24/7 operational environment, requiring flexibility to support continuous service delivery across the global estate.
This role requires active Developed Vetting (DV) clearance.
If your experience matches the above criteria, please get in touch.