Major Incident IT manager

Job Description

My client, a leading organisation operating within a complex IT services environment, is seeking a Major Incident Manager to join their established Service Management function. This role will take ownership of high-severity incidents, ensuring effective coordination, communication, and timely resolution across multiple technical teams.

This is a critical position focused on service stability, stakeholder communication, and continuous improvement within a fast-paced operational environment.

• Competitive salary (dependent on experience)
• Structured on-call rota allowance
• Strong career progression within Service Management
• Exposure to enterprise-scale IT environments
• Ongoing professional development support

You will be part of a collaborative IT operations team responsible for maintaining high service availability and driving best practice across Incident Management processes.

The Role

As a Major Incident Manager, you will take full ownership of high-priority IT incidents, acting as the central point of coordination between technical teams and service stakeholders.

You will:

• Manage high-severity incidents through to resolution and closure
• Assess and confirm incident priority and severity levels
• Coordinate technical teams to restore service within agreed SLAs
• Lead incident bridge calls and manage stakeholder communications
• Provide timely updates throughout the incident lifecycleEscalate risks where service restoration is at risk
• Validate resolution details prior to closure
• Produce incident reports and management information
• Conduct post-incident reviews and identify service improvement opportunities
• Support the progression of other priority incidents where required

The Person

• Proven experience managing high-priority IT incidents within a complex or multi-client environment
• Strong understanding of ITIL-based service management principles
• Experience using IT Service Management tools (e.g. Remedy or similar platforms)
• Excellent stakeholder communication and coordination skills
• Ability to work effectively under pressure in time-critical situations
• Willingness to participate in an on-call rota
• Ability to obtain relevant security clearance if required

For further information on this role, or other IT Service Management opportunities, apply via the link or contact the consultant for a confidential discussion.

Successful applicants may be required to complete pre-employment checks in line with organisational policy.