Major Incident Lead – P1/P2, ITSM Expert (Hybrid)

Great British Energy Group; Manchester; Hybrid; GBP 92,000 - 129,000; Full time

Job summary

Great British Energy Group is recruiting a Major Incident Manager on behalf of the Department for Education for a 6-month hybrid contract across Coventry, Darlington, Manchester or Sheffield. In this role you will lead P1/P2 incidents, coordinate resolver teams, perform root-cause analysis and drive continual service improvement using ITIL processes and data-driven insights.

The position requires strong communication skills and experience in large, dynamic organisations, with occasional

Qualifications

• Experience in leading Major Incidents (P1/P2) in large, complex organisations.
• Strong knowledge of ITIL Incident, Service Level Management and customer support.
• Ability to resolve complex technical issues with professionalism under pressure.

Responsibilities

• Lead and coordinate P1/P2 Major Incidents and restore critical services quickly.
• Provide clear communications to technical teams, stakeholders and users throughout lifecycle.
• Review incident data, drive improvements and support RCA actions when required.

Skills

Major Incidents

P1/P2 Incident Leadership

ITIL processes

Data-driven improvements

Communication skills

Education

ITIL V3/4 qualification

Tools

ServiceNow

ITSM tools

Microsoft Excel

Job description

Great British Energy Group is recruiting a Major Incident Manager on behalf of the Department for Education for a 6-month hybrid contract across Coventry, Darlington, Manchester or Sheffield. In this role you will lead P1/P2 incidents, coordinate resolver teams, perform root-cause analysis and drive continual service improvement using ITIL processes and data-driven insights.

The position requires strong communication skills and experience in large, dynamic organisations, with occasional