Major Incident Leader - On-Site Preston

Capgemini; Manchester; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Disability Confident Employer

Learning and development opportunities

Job summary

Capgemini is seeking a Major Incident Manager Lead to oversee end-to-end major incident, change, and problem management across a portfolio of high-profile clients. The role is based on-site in the UK with a strong emphasis on timely resolution, escalation management, and continuous improvement.

You will coordinate cross-functional teams, mentor MIMs, and ensure adherence to best practices while maintaining clear communication with stakeholders and clients.

Qualifications

• Strong knowledge of ITIL processes with focus on Major Incident, Change, Incident, Problem and Release Management.
• Proven ability to lead Major Incident Management end-to-end and drive improvements.
• Excellent communication and stakeholder management across levels of the organisation.

Responsibilities

• Lead and ensure delivery against all operational processes and service obligations.
• Coordinate incidents, drive timely communications and engagement with stakeholders.
• Chair major incident bridge calls, investigations, and recovery activities.
• Develop structured action plans with owners, timelines and accountability.
• Provide matrix management across teams and suppliers to progress resolutions.
• Restore service through workarounds or permanent fixes with minimal business impact.
• Execute timely escalations and maintain current documentation and post-incident reviews.
• Champion continual service improvement by refining processes, knowledge bases and playbooks.
• Produce regular major incident performance and trend reports.

Skills

ITIL processes

Major Incident Management

Change Management

Incident Management

Problem Management

Release Management

Stakeholder management

Education

ITIL Foundation certification

Job description

Capgemini is seeking a Major Incident Manager Lead to oversee end-to-end major incident, change, and problem management across a portfolio of high-profile clients. The role is based on-site in the UK with a strong emphasis on timely resolution, escalation management, and continuous improvement.

You will coordinate cross-functional teams, mentor MIMs, and ensure adherence to best practices while maintaining clear communication with stakeholders and clients.