Senior Major Incident Manager

Location: ManchesterContract: Permanent

We're looking for a senior IT Service Management leader to take ownership of Major Incident Management, Problem Management and Service Insight across a complex, always-on environment.

This is a high-impact leadership role combining incident command, service governance and continuous improvement. You'll lead the response to major incidents, while driving long-term service stability, performance and operational excellence across a multi-supplier technology landscape.

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• Leading Major Incident, Problem Management and Service Reporting across the organisation
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• Acting as the incident commander for high-severity incidents, driving rapid resolution and minimising customer impact
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• Providing calm, authoritative leadership in high-pressure situations
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• Delivering executive-level communication and reporting during incidents and service reviews
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• Driving continuous improvement through insight, lessons learned and preventative actions
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• Operating across multi-supplier, cloud and on-prem environments
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• Managing risk, governance and engagement with audit and regulatory stakeholders
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• Coaching and developing Major Incident Managers, improving capability and readiness
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• Improving processes, playbooks and escalation models to strengthen service resilience
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• Strong leadership experience in Major Incident Management / Service Management
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• Proven experience commanding high-impact incidents in complex environments
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• Background in financial services / banking or other regulated industries (Essential)
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• Strong knowledge of ITIL practices (Incident, Problem, Service Reporting)
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• Experience working across multi-supplier, enterprise-scale IT estates
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• Ability to produce and present executive-level operational insight
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• Excellent stakeholder management, including risk, audit and senior leadership
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• Calm, decisive, and credible under pressure
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Nice to have:

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• ITIL certifications (e.g. ITIL 4 Foundation, CDS, DPI)
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• Experience with cloud platforms and DevOps environments
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• Lead from the front in critical, high-visibility incidents
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• Shape service resilience and performance at an enterprise level
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• Influence senior leadership decisions through insight and governance
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• Hybrid working with a strong, inclusive and supportive culture
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If you're a senior ITSM leader who thrives under pressure and wants to drive real operational impact, apply now.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.