Major Incident Lead & Team Coach (24/7 Ops)

Sita Group; Greater London; Híbrido; GBP 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flex Week – work from home up to 2d/wk

Flex Day – adjustable work days

Flex-Location – up to 30 days abroad

Employee wellbeing program

Professional development resources

Competitive benefits

Descripción de la vacante

SITA is seeking an Incident Management Consultant based at Manchester with flexibility to cover MAG locations. You will lead the local engineering and support team, coordinate major incidents, and act as SPOC for operational response, communications and service restoration across MAG and partners.

You will work in a dual-layer function with global incident management, ensuring timely escalation, root-cause analysis, and continuous improvement to protect passenger experience and critical airport

Formación

• Proven experience in incident management for live, 24/7 operations.
• Experience owning or governing incident management processes and chairing reviews.
• Strong knowledge of ITIL incident, problem and change management practices.
• Excellent organizational and communication skills under pressure.
• Experience leading and developing technical or operational teams.

Responsabilidades

• Act as the local SPOC for significant incidents across the MAG estate, coordinating response and post-incident review.
• Lead and coordinate technical and operational resources during major incidents with clear stakeholder communication.
• Ensure rapid restoration times and timely escalations to resolver groups per contracts and SLAs.
• Provide structured communication to MAG, airlines, handlers and internal stakeholders throughout incident lifecycles.
• Own the local incident management process and drive continuous improvement and governance.

Conocimientos

Incident management

Major incidents

ITIL practices

Stakeholder communication

Team leadership

Problem management

Herramientas

ServiceNow

Descripción del empleo

SITA is seeking an Incident Management Consultant based at Manchester with flexibility to cover MAG locations. You will lead the local engineering and support team, coordinate major incidents, and act as SPOC for operational response, communications and service restoration across MAG and partners.

You will work in a dual-layer function with global incident management, ensuring timely escalation, root-cause analysis, and continuous improvement to protect passenger experience and critical airport