Major Incident Manager

Computacenter; Nottingham; On-site; GBP 60,000 - 90,000; Full time

Job summary

Computacenter is seeking a Senior Major Incident Manager to lead end-to-end response to high-priority IT incidents in the UK. You will coordinate technical resolver groups, suppliers and stakeholders to restore service quickly while minimising business impact.

In a fast-paced, collaborative environment, you’ll own incidents from detection to resolution, drive continual service improvement, and provide clear, professional communications to customers and internal teams.

Qualifications

• Major Incident Management experience in MSP or large enterprise IT
• Experience managing high-severity incidents with multiple teams and suppliers
• ITIL Foundation certification, v3 or later
• Excellent written and verbal communication with stakeholders at all levels
• Calm, organised and decisive under pressure
• Strong analytical and problem-solving skills
• Experience with service management processes and governance frameworks

Responsibilities

• Lead end-to-end management of major incidents, driving restoration and minimising impact
• Provide clear leadership during incident bridges and stakeholder calls
• Coordinate technical resolver groups, support teams and suppliers to maintain progress
• Deliver accurate, timely communications to customers and internal stakeholders
• Manage escalations, risks and dependencies throughout the incident lifecycle
• Ensure activities and decisions are well documented
• Facilitate post-incident reviews and identify resilience improvements

Skills

Major Incident Management

Stakeholder Management

Leadership

Communication

Problem-Solving

Analytical Thinking

Education

ITIL Foundation certification (v3 or later)

Job description

At Computacenter, our Major Incident Managers play a vital role in supporting some of the UK's most critical IT services. Working within a highly collaborative operational environment, you'll lead the response to high-priority incidents, bringing together technical teams, suppliers and stakeholders to restore service as quickly as possible and minimise business impact.

This is a fast-paced and rewarding role where no two days are the same. You'll take ownership of major incidents from identification through to resolution, acting as a trusted leader during service disruption while helping to drive continual service improvement across the wider organisation.

What you'll do

• Lead the end-to-end management of major incidents, driving service restoration and minimising business impact.
• Provide clear leadership and direction during incident bridges and stakeholder calls.
• Coordinate technical resolver groups, support teams and third-party suppliers to keep incidents progressing with pace and control.
• Deliver accurate, timely and professional communications to customer and internal stakeholders.
• Manage escalations, risks and dependencies throughout the incident lifecycle.
• Ensure activities, decisions and actions are appropriately documented.
• Facilitate post-incident reviews and identify opportunities to improve service resilience and operational effectiveness.

What you'll need

• Proven Major Incident Management experience within a managed service provider, outsourced services environment or large-scale enterprise IT organisation.
• Experience managing high-severity incidents involving multiple technical teams and suppliers.
• ITIL Foundation certification, version 3 or later.
• Excellent written and verbal communication skills, with confidence engaging stakeholders at all organisational levels.
• The ability to remain calm, organised and decisive under pressure.
• Strong analytical and problem-solving skills.
• Experience working within service management processes and operational governance frameworks.

Who you are

You're a collaborative and proactive professional who enjoys working in a dynamic operational environment. You're comfortable taking ownership, making decisions under pressure and influencing diverse technical teams to achieve a common goal.

You communicate clearly with technical and non-technical audiences, build positive working relationships, challenge constructively and take accountability for outcomes and follow-up actions.

Nice to have

• Experience supporting secure, defence, government or highly regulated environments.
• Experience working within multi-supplier service models.
• Knowledge of Problem Management, Change Management and Service Continuity disciplines.
• Experience producing executive-level incident communications and service reports.

Additional information

Country: UK

Location: Nottingham

Working pattern: Monday to Friday, standard daytime hours, with an on call rota of approximately one week in four.

Security Clearance: Candidates must hold, SC Clearance.