Major Incident Manager

JR United Kingdom; Northampton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading brand in the UK is seeking a Major Incident and Problem Manager to develop and lead processes in a dynamic ServiceNow environment. This role involves ensuring effective responses to incidents, driving continuous improvement, and governing the management frameworks. The ideal candidate will have a strong ITIL background and experience in service operations.

Qualifications

• Minimum 3 years in major incident or problem management.
• Proven ability to influence senior stakeholders.
• Experience in producing executive-level reporting.

Responsibilities

• Lead and coordinate major incident responses.
• Conduct post-incident reviews and embed learnings.
• Govern problem management process and oversee analysis.

Skills

ITIL-based service operations

Communication skills

Problem management

Job description

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Seeking an experienced Major Incident and Problem Manager working for one of the UKs most recognisable brands. You'll land in a rapidly changing ServiceNow environment.

The opportunity

You’ll develop, lead, and embed effective processes for major incident and problem management. From critical incident resolution through to driving root cause analysis and post-incident learning, you’ll be responsible for ensuring high-quality coordination and governance across the function.

What you’ll focus on

• Leading the response and coordination of major incidents, ensuring services are restored quickly and safely
• Running post-incident reviews to embed lessons learned and identify improvements
• Governing the problem management process and overseeing root cause analysis
• Chairing problem reviews and influencing senior stakeholders across Group Technology
• Driving continuous improvement across tooling, reporting, and process maturity
• Documenting and maintaining the major incident and problem management framework
• Providing guidance and training to colleagues on best practice

What we’re looking for

• A strong background in ITIL-based service operations, with a focus on major incident and problem management
• At least 3 years’ experience in a dedicated major incident or problem management role
• Strong written and verbal communication skills, with the ability to influence senior stakeholders
• Confidence operating in a fast-paced environment with competing priorities
• Experience producing clear executive-level reporting and service summaries

This role is offered on a 6-month contract, paying £400 per day inside IR35, with a hybrid working model that requires one day per week on site in Milton Keynes.

If this sounds like the right fit for your skill set and availability, I’d welcome a confidential conversation. Please reach out directly for more details.