Major Incident Manager

Marks and Spencer; Manchester; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading retailer in Manchester seeks a Major Incident Manager to oversee Critical and Major Incidents from detection through resolution. You will lead cross-functional teams, ensuring timely communication and efficient incident management. Candidates should have experience with ITIL, strong leadership qualities, and familiarity with ITSM tools. Join a dynamic team committed to innovation and inclusion.

Benefits

20% colleague discount

Competitive holiday entitlement

Discretionary bonus schemes

Defined Contribution Pension Scheme

Training programmes

Wellbeing support

Charity volunteer day

Qualifications

• Experience leading Critical and Major Incidents in complex environments.
• Ability to coordinate cross-functional technical teams under pressure.
• Strong knowledge of Problem Management and root cause analysis.

Responsibilities

• Lead Critical and Major Incidents from detection to resolution.
• Provide leadership and manage expectations during incidents.
• Communicate effectively with stakeholders and senior leadership.

Skills

Critical and Major Incident Management

ITIL Knowledge

Cross-functional Team Coordination

Problem Management

Technical Knowledge of IT Infrastructure

ServiceNow/BMC Helix Experience

Tools

ServiceNow

BMC Helix

PagerDuty

HPTemip

Job description

Summary

The Major Incident Manager will lead Critical and Major Incidents from detection through to resolution and post incident review, in addition this role will coordinate Problem Investigations and track the delivery of Problem resolution plans to reduce the likelihood of repeat Incidents. This role will provide a rapid and highly effective response when Critical or Major Incidents occur, ensuring business impact analysis is completed, adopting the correct Incident response model, and then confidently leading the communication, escalation and collaboration between cross functional teams and suppliers to restore normal service operation as quickly as possible.

What's in it for you

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

• After completing your probationary period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What you’ll do

• Operate within a 24/7 shift and On Call environment
• Take ownership of Critical and Major Incidents, leading them from detection through to resolution and post-incident review.
• Provide immediate and effective leadership during Critical and Major Incidents, escalating as required and guiding cross-functional teams and third-party suppliers in restoring service as quickly as possible.
• Provide clear and timely communication to stakeholders, including senior leadership that meets their communication requirements, effectively managing expectations, instilling confidence in the Major Incident process and team.
• Lead a highly structured approach that ensures that all parties are coordinated effectively and work efficiently to restore service as quickly as possible.

Who you are

• Demonstrable experience in leading Critical and Major Incidents in complex environments, with a strong understanding of ITIL-based Incident Management.
• Proven ability to coordinate cross-functional technical teams and third-party suppliers during high-pressure situations.
• Strong knowledge of Problem Management, including root cause analysis and developing effective resolution plans.
• Solid technical knowledge of IT infrastructure, application support, and network operations, with a clear understanding of how these components interact, and typical technical issues that may cause high-severity incidents.
• Experience working with IT Service Management (ITSM) tools and platforms, including ServiceNow / BMC Helix, and with a good understanding and experience of Major Incident Workbenches, collaboration enablers and AIOps.
• Experience working with monitoring and Event tools and platforms such as PagerDuty, Netcool, HPTemip.

Everyone’s welcome

We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.