Hybrid Major Incident Manager (IT War Room Lead)

Kingfisher; Hampton; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Kingfisher is seeking a Major Incident Manager to take end-to-end ownership of high-impact IT incidents, coordinating cross-functional teams and communicating updates to senior stakeholders. You will establish incident bridges, drive mitigations, and ensure timely restoration of services.

The role is based at the B&Q Head Office near Southampton with a hybrid working model requiring roughly 60% in-person collaboration and a minimum of 12 office days per month.

Qualifications

• Extensive experience managing major IT incidents in large organisations.

Responsibilities

• 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 investigation to 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 Command Centre and the business.

Skills

Major Incident Management

Incident Response Leadership

ITIL Certification

ServiceNow or Jira

On-call / Duty Management

Stakeholder Communication

Tools

ServiceNow

Jira

Job description

Kingfisher is seeking a Major Incident Manager to take end-to-end ownership of high-impact IT incidents, coordinating cross-functional teams and communicating updates to senior stakeholders. You will establish incident bridges, drive mitigations, and ensure timely restoration of services.

The role is based at the B&Q Head Office near Southampton with a hybrid working model requiring roughly 60% in-person collaboration and a minimum of 12 office days per month.