Major Incident & Experience Manager - Major Incident Management, IT incidents
Major Incident & Experience Manager - Major Incident Management, IT incidents
Location: London (Hybrid)
Type: Full-time
The Opportunity
We are seeking an experienced Major Incident & Experience Manager to join a high-performing IT Service Management function within a global, fast-paced organisation. This is a pivotal role responsible for leading major incident response, driving service reliability, and enhancing the overall end-user experience across a complex international environment.
You will play a critical role in ensuring business continuity by managing high-impact incidents, leading cross-functional teams under pressure, and driving continuous improvement through data-led insights and Experience Level Management.
Key Responsibilities
- Lead Major Incident Management, including out-of-hours support on a rota basis
- Coordinate global technical teams to ensure rapid and effective service restoration
- Act as the central point of communication during major incidents, providing clear and timely updates to stakeholders at all levels
- Drive Incident and Problem Management processes, ensuring efficiency, consistency, and continuous improvement
- Analyse incident trends and performance data to identify root causes and reduce recurring issues
- Champion Experience Level Management (XLA) initiatives to enhance service quality and employee productivity
- Collaborate with Change and Release teams to ensure alignment across ITSM processes
- Produce and present service performance reports and KPIs using tools such as Power BI and ServiceNow
- Provide leadership and direction to offshore Incident and Problem Management teams
- Maintain and improve ITSM documentation, processes, and governance standards
Skills & Experience
- Proven experience managing major and complex IT incidents in enterprise environments
- Strong leadership skills with the ability to coordinate teams in high-pressure situations
- Deep understanding of ITIL processes (Incident, Problem, Change & Release Management)
- Demonstrated ability to perform root cause analysis and drive long-term solutions
- Experience with ServiceNow and reporting tools such as Power BI
- Strong analytical mindset with the ability to identify trends and improve service performance
- Experience managing third-party or offshore teams (ideally in India)
- Familiarity with cloud-based environments and modern IT infrastructure
- Excellent communication skills with the ability to engage both technical and non-technical stakeholders
- Experience managing large user environments (eg 5,000+ users)
Qualifications
- ITIL Foundation (v3 or v4) - essential
- Additional certifications in Experience Level Management (desirable)
Personal Attributes
- Calm and decisive under pressure
- Proactive, resilient, and solutions-focused
- Strong organisational and multitasking abilities
- Collaborative approach with a global mindset
- Passion for continuous improvement and service excellence
Working Pattern
- This role follows a hybrid working model, with a balance of office-based and remote working (typically 50% office-based, subject to business needs).
What's on Offer
- Competitive salary and benefits package
- Opportunity to work in a global, collaborative environment
- Exposure to complex, enterprise-scale IT operations
- Ongoing professional development and career progression
- Inclusive and supportive workplace culture