Major Incident Manager

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

Overview

We’re Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas to life. Guided by our purpose Better Homes, Better Lives, For everyone. We believe a better world starts with better homes, and we work every day to make that a reality. Join us and help shape the future of home improvement.

We are looking for a new Major Incident Manager to join the team, to lead the response of high-impact IT incidents from initial assessment through to service restoration. Working across technical teams, third-party suppliers and stakeholders, you will keep incidents controlled, consistent and auditable while helping to minimise disruption to the services that support Kingfisher and its customers.

This role will be based at our B&Q Head Office just outside Southampton, with a minimum expectation of 12 days a month in the office. Out of hours support is also required in this role, every one week in five rotating with other MIMs in the team.

What’s the job?

• 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.

What you’ll bring

• Previous experience in a Major Incident Manager role/managing major incidents in a large IT organisation.
• Proven ability to lead incident response and make clear, prioritised decisions in high-impact situations.
• Experience using IT service management tools such as ServiceNow or Jira.
• Experience of on-call working, ideally including Duty Management responsibilities.
• Clear written and verbal communication skills, including reporting for senior leaders and working confidently with customers and stakeholders.
• ITIL certification and the ability to apply ITIL-aligned service management practices.

How We Work

We believe in flexibility and balance. Our hybrid model blends home working for focus with time spent connecting and collaborating - whether in our offices or at offsite locations. On average, around 60% of your time will involve in-person collaboration.

We value the perspectives new team members bring and encourage you to apply - even if you don’t meet 100% of the requirements.

What We Offer

An inclusive environment where your potential is limited only by your imagination. We encourage new ideas, support experimentation, and strive to create a workplace where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here.

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Scroll down below to find out more about our benefits.

Diversity & Inclusion

Our customers come from all walks of life - and so do we. We’re committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.