Major Incident Manager - Major Incidents, P1 & P2 Incidents

Major Incident Manager - Major Incidents, P1 & P2 Incidents

We are seeking an experienced Major Incident and Experience Manager to join our IT Service Management team. This is a multi-faceted role focused on overseeing Incident and Problem Management processes, managing Major Incidents, and driving improvements in service reliability and employee productivity through Experience Level Management.

You will work closely with technical leads, guide outsourced teams, and collaborate across global IT functions to ensure seamless end-to-end service delivery. The role also includes out-of-hours Major Incident management as part of a rota.

Key Responsibilities

• Manage Major Incidents during shifts and on-call rotation, coordinating multiple global teams for swift service restoration.
• Drive Incident Management activities, ensuring efficient resolution and clear communication across IT and business stakeholders.
• Enhance IT service reliability and end-to-end customer experience through proactive Experience Level Management.
• Participate in Experience Management Group (XMG) activities, chairing sessions where required.
• Lead Problem Management initiatives, analysing incident data to identify trends and drive root cause elimination.
• Maintain working knowledge of Change and Release Management processes to ensure alignment with Incident and Problem Management.
• Compile, review, and present operational reporting, KPIs, and service performance metrics using PowerBI, ServiceNow, and MS tools.
• Guide and manage outsourced Incident and Problem Management teams, ensuring processes, templates, and documentation are clear and effective.
• Drive continuous improvement initiatives to strengthen system stability, performance, and overall service delivery.

Qualifications & Skills

• Proven experience managing major, complex system failures with structured problem-solving skills.
• Strong leadership and team management capabilities, particularly in high-pressure situations.
• Deep knowledge of IT service management processes, including Incident, Problem, Change, and Release Management.
• Experience with ServiceNow, PowerBI, and other reporting/analytical tools.
• Familiarity with cloud environments and managing cloud-based incidents.
• ITIL Foundation (v3/v4) qualification required; Experience Level Management certification preferred.
• Ability to work collaboratively across global teams and manage third-party providers.
• Strong customer-focused communication, negotiation, and stakeholder management skills.
• Experience implementing and managing Service Level Agreements (SLAs) and Experience Level Agreements (ELAs).
• Analytical mindset with a focus on continuous improvement and operational excellence.
• Experience working with large user bases (8,000 users) and high-pressured projects.

What We Offer

• Hybrid working with a minimum 50% office presence.
• Opportunities to influence and enhance global IT service operations.
• Access to a broad range of benefits supporting wellbeing, lifestyle, and professional growth.
• Inclusive and collaborative work environment with a focus on career development.

This is an exceptional opportunity for a proactive and resilient IT professional to lead critical incident and service improvement initiatives in a complex, global environment.