Lead Major Incident Manager

Foreign, Commonwealth & Development Office (FCDO); Tathall End; On-site; GBP 50,000 - 70,000; Full time

Job summary

A government department in the UK is seeking a Major Incident Manager to lead technology responses to major incidents. The role involves driving service improvements, conducting analysis and reporting, and managing cross‑functional teams. Candidates should have demonstrable experience in IT service management and hold relevant qualifications. The position offers a competitive salary and a range of benefits including a Civil Service Pension and on-site facilities to support your professional growth.

Benefits

Competitive salary

Generous holiday entitlement

Civil Service Pension

On-site gym

Training and development opportunities

Qualifications

• Demonstrable experience in IT service management with expertise in Major Incident Management.
• Technical knowledge across infrastructure, cloud services, networking, and applications.
• Exemplary customer-facing abilities complemented by superb written and verbal communication skills.

Responsibilities

• Lead consistent Technology & Operations response to major incidents.
• Drive incident communications and activity coordination during business continuity.
• Support Problem Manager in identifying and managing root causes of recurring incidents.

Skills

Incident management

Availability and capacity management

Service focus

User focus

Problem solving

Analytical skills

Communication skills

Education

Level 3 (A level/AS level/T Level) or Level 4 (HNC)

ITIL Foundation level Certification

Tools

Service Management Tooling

MS Office 365

Job description

Overview

At FCDO Services, we protect the UK's interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more.

Our Digital and Data technology team are at the forefront of digital innovation. They provide best in‑class solutions for our clients, helping to shape and support a data‑driven future for UK government. Whether it's creating bespoke, secure software, offering programme and application support or moving an entire embassy's servers to a cloud platform, they are on hand to support. Now, you've got the opportunity to join them.

Responsibilities

Lead our approach to major incidents, create a more effective service.

You'll lead a consistent Technology & Operations (T&O) response to major incidents, making rapid resolution and minimal disruption to customer services your priorities, as well as compliance with ISO and ITIL standards. You'll drive incident communications and activity coordination during business continuity and security incidents, ensuring alignment with customer and internal practices. As our service delivery model is 24/7, you'll make handovers seamless with a unified response across teams — so that our service is consistent and excellent, no matter the hour. Plus, through conducting post‑incident reviews, you'll track follow‑up actions and embed lessons learned.

Driving improvements to the service will be key. To this end, you'll support the Problem Manager in identifying and managing root causes of recurring incidents. This will entail trend analysis and collaboration with technical teams.

Analysis and reporting will be core to what you do. You'll gather and define reporting requirements, design dashboards, and produce detailed, compliant reports with actionable insights for stakeholders.

This is a fantastic opportunity to be empowered to assemble and lead cross‑functional teams, make key decisions, maintain performance, uphold customer satisfaction and drive improvements. We'd also like you to coach team members to enhance capability, build resilience and strengthen the service.

Qualifications

To be well suited to this role, you'll be a practitioner in the following: incident management, availability and capacity management, community collaboration, continual service improvement, ownership and initiative, service focus and user focus. Plus, you have a working knowledge of change management, continuity management and technical understanding. You have an awareness of asset and configuration management and service management framework knowledge. To find out more about the skills required, head to Major Incident Manager Incident manager - Government Digital and Data Profession Capability Framework.

You have a demonstrable experience in IT service management with expertise in Major Incident Management and Problem Management, with a successful record of meeting targets and delivering results. This has given you technical knowledge across infrastructure, cloud services, networking and applications. Coupled with extensive knowledge of Service Management Tooling and service reporting. You've driven Continual Service Improvement and risk plans. Plus, you're excellent with MS Office 365.

An excellent problem solver with a sharp analytical eye, you're a skilled decision maker. You can influence others too. This is down to your exemplary customer‑facing abilities, complemented by superb written and verbal communication skills.

You are educated to Level 3 (A level/AS level/T Level) or Level 4 (HNC). Preferably, your qualifications are in Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience. You have ITIL Foundation level Certification.

Diversity and Inclusion

It takes a diverse team to protect a diverse world. The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you're welcome and valued. It's what makes us a Disability Confident employer. And why we're recognised as a 'Carer Confident' workplace. And it's how you know you're joining an inspiring, inclusive organisation.

Benefits

Candidates who are judged to be close to meeting the criteria may be considered for other positions in FCDO Services which may be at a lower grade, but have a potential skills match.

But we're always looking to improve – just like you. That's why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you'll also have access to training and other development opportunities to help grow your career with us. Our offices have an on‑site gym, nursery, café, and restaurant, and we offer interest‑free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.