Major Incident Manager

We'reKingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama andKoctasto 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.

The role of a Major Incident Manager is to provide clear leadership and end-to-end ownership of high impact IT incidents, ensuring rapid restoration of critical services while minimising business disruption. Operating within an ITIL-aligned service management framework, the role coordinates technical teams, third party suppliers and stakeholders and maintains effective communication throughout the incident lifecycle, ensuring incidents are managed in a controlled, consistent and auditable manner.

In the role you will participate in a 24/7 on call rota and work on a rotational basis as Duty Manager. During your allocated Duty Manager shifts, you will operate as an IT escalation, with accountability for major incident response, reviewing and approving emergency changes, resolution of critical escalations and acting as the primary interface between IT and business stakeholders.

Responsibilities

• Take full responsibility for Major Incidents from start to resolution, ensuring service is restored as quickly as possible, ensuring rapid assessment, prioritisation and escalation based on business impact and urgency
• Lead and coordinate cross functional technical teams during major incidents
• Establish and manage incident bridges maintaining control and momentum throughout resolution
• Act as the single point of communication for major incidents to stakeholders, customers and senior leadership
• Drive service restoration first, ensuring workaround or permanent fix is identified and implemented
• Take responsibility for identifying and progressing activities to protect against the occurrence of Major Incidents
• Plan and chair Major Incident Reviews recording and assigning tasks, tracking them through to completion
• Perform the role of Duty Manager out of office hours dealing with escalations from the Service Desk, Operational Command Centre and the business

Qualifications

• Previous experience in a Major Incident Manager role with proven ability to lead incident response under pressure
• Strong decision making and prioritisation skills in high impact situations
• Experience using ITSM tools (e.g. ServiceNow, JIRA)
• Ability to understand business impact and prioritise accordingly
• Experience of on call working, ideally performing a Duty Management role
• ITIL certified

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 Kingfisherhere.

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, we are united by our 6 core behaviours:

• Constantly improving our customer experience
• Acting with humanity and care
• Be curious
• Thriving on learning, thinking beyond the obvious
• Be inclusive
• Acting inclusively in diverse teams to achieve together
• Be agile
• Working with trust, pace and agility
• Be accountable
• Championing the plan to deliver results and growth

Training & Development

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

Conversations with senior leaders Resources and tools to help you grow

Improving without instruments to help you learn is near impossible. That's why we make sure you have everything at your fingertips to find exactly what you need to keep growing.

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?

Application Process What to expect from our application process Step 1: Application

Send in your application via our Kingfisher Careers website.

Step 2: Review

A member of the Talent Acquisition team will then review your application let you know if you have progressed to the next stage of the process.

Step 3: Interview 1

You'll then have a telephone interview/one to one conversation with a recruiter.

Step 4: Interview 2

As you progress, you'll be invited to attend a face to face or virtual interview.

Step 5: Feedback

Your recruiter will be in contact with feedback and, if successful, the details of your job offer!