Major Incident Manager

We're Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas to life. Guided by our purpose Better Homes, Better Lives, For everyone. We believe a better world starts with better homes, and we work every day to make that a reality. Join us and help shape the future of home improvement.

We are looking for a new Major Incident Manager to join the team, to lead the response of high-impact IT incidents from initial assessment through to service restoration. Working across technical teams, third-party suppliers and stakeholders, you will keep incidents controlled, consistent and auditable while helping to minimise disruption to the services that support Kingfisher and its customers.

This role will be based at our B&Q Head Office just outside Southampton, with a minimum expectation of 12 days a month in the office. Out of hours support is also required in this role, every one week in five rotating with other MIMs in the team.

• Take end-to-end ownership of major incidents, driving rapid assessment, prioritisation, escalation and service restoration.

• Lead cross-functional technical teams and third-party suppliers through high-impact incidents.

• Establish and manage incident bridges or war rooms,maintaining control, pace and clear accountability throughout resolution.

• Act as the single point of communication for stakeholders,customers and senior leaders, providing clear and timely updates.

• Drive workarounds or permanent fixes,assessing emergency changes needed to restore or protect services.

• Identify and progress actions that reduce the risk of major incidents happening again.

• Hand over unresolved root-cause investigationto Problem Management and chair Major Incident Reviews, tracking actions to completion.

• Perform the Duty Manager role outside office hours, handling escalations from the Service Desk, Operational CommandCentre and the business.

Previous experience in a Major Incident Manager role/managing major incidents in a large IT organisation.

Proven ability to lead incident response and make clear,prioritised decisions in high-impact situations.

Experience using IT service management tools such as ServiceNow or Jira.

Experience of on-call working, ideally including Duty Management responsibilities.

Clear written and verbal communication skills, including reporting for senior leaders and working confidently with customers and stakeholders.

ITIL certification and the ability to apply ITIL-aligned service management practices.

How We Work

We believe in flexibility and balance. Our hybrid model blends home working for focus with time spent connecting and collaborating - whether in our offices or at offsite locations. On average, around 60% of your time will involve in-person collaboration.

We value the perspectives new team members bring and encourage you to apply - even if you don't meet 100% of the requirements.

What We Offer

An inclusive environment where your potential is limited only by your imagination. We encourage new ideas, support experimentation, and strive to create a workplace where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here.

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Scroll down below to find out more about our benefits.

Diversity & Inclusion

Our customers come from all walks of life - and so do we. We're committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.

Private Health Care

Opportunity to receive up to family level cover with AXA. Join within three months of starting or at annual renewal in April. (This benefit is subject to Benefit In Kind taxation).

Kingfisher Pension Scheme

Immediate eligibility through auto-enrolment. Contribute 8% to receive a max 14% from the Company.

25 Days' Holiday

25 days per annum plus bank holidays as stated in your contract (pro rated for part time colleagues).

Staff Discount

20% discount at B&Q and Screwfix. Eligible after 3 months service.

Kingfisher Share Incentive Plan (SIP)

Share ownership in a tax efficient way. Save between £10 to £150 per month. Join at any time once three months service is reached.

Life Assurance

x4 Salary plus benefit equal to value of your Retirement Account (if an active member of KPS-MP) or x1 Salary if not active member.

Bonus

Competitive bonus scheme that aligns to work level of role.

Kingfisher Share Save

Save with the option to buy Kingfisher plc shares at the end of a 3 or 5 year period. Offered annually. Three months service is required at the annual invitation date, normally in October.

Our Behaviours

At Kingfisher, being all-in means contributing fully to our ambitions, supporting one another, and helping create a culture where we succeed together.

Continuously curious. Listen to understand. Always improving.

We are brave

Aim high. Act with courage. Move with pace.

We win together

Lead with customer. Commit to deliver. Help each other win.

Our employees know us best. We wouldn't be Kingfisher without them. So, we want to share what they think with you.

Development and progression is a high priority at Kingfisher, I've always felt well supported.

I'm proud to work for Kingfisher, I've had great opportunities that have enabled me to contribute to an exciting forward-thinking company.

Training & Development

There are so many ways you can grow, learn, and develop here at Kingfisher. At whatever pace suits you.

Initiatives that measure development

With plans that ask you what you want to achieve and when you want to achieve them by, tracking progress and keeping development at the forefront of conversation is easy.

Find your path

The scale of group functions within Kingfisher is huge. That means you have the chance to build different career paths within multiple areas of the organisation.

Sharing is caring

We aren't selfish here at Kingfisher. Whatever your level of experience, you'll work with colleagues who are always welcoming and ready to share their knowledge whenever you need it.

Reach for the stars

So your ambitions are high? Good thing we have opportunities to find experiences in line with more senior roles and responsibilities. Here, you can evolve your career, no matter your level.

Why Kingfisher

We're an innovative, international retailer on a journey to actively make a difference. Always striving to take that next step. You can be part of the difference. From bottom to top you can progress in a collaborative environment. So, why not Kingfisher?