Major Incident Manager

Major Incident Manager

Location: London (1 day per week)

Rate: £450 per day

Term: Initial 3 months.

This is your opportunity to lead when it matters most.

If you thrive in high-stakes environments and know how to bring calm, clarity and control to complex technical incidents, this role puts you at the centre of service continuity for a regulated, always-on digital business.

You'll lead the Major Incident Management function, working with internal and external teams to protect critical services and minimise disruption. You'll be the single point of accountability during major incidents, coordinating response teams, managing communications, and ensuring swift recovery. Your decisions will directly impact operational resilience, customer trust and regulatory compliance.

What you'll be responsible for

• Lead all Priority 1 and high-severity Priority 2 incidents across business-critical systems
• Act as Incident Commander, driving triage, escalation, resolution and stakeholder updates
• Run real-time war rooms, coordinating cross-functional teams under pressure
• Ensure accurate documentation in ITSM tools such as ServiceNow
• Monitor incident KPIs including MTTR, SLA compliance and availability
• Maintain a structured Major Incident framework aligned to ITIL 4 and operational resilience
• Lead continual service improvement initiatives across the incident management lifecycle
• Support business continuity, disaster recovery and resilience planning

What you'll bring

• 8-10 years in IT operations, service management or incident response
• 5+ years in a Major Incident Management role, ideally in a regulated 24/7 environment
• Strong understanding of ITIL v3/v4
• Confident communicator with experience briefing senior stakeholders during live incidents
• Knowledge of compliance frameworks relevant to incident governance

Why this role?

This is a chance to lead from the front, shape how incidents are managed, and make a real impact on service resilience. You'll be trusted to take ownership, drive change and bring clarity when it's needed most.