Major Incident Manager

Computacenter PLC; Nottingham; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Computacenter PLC is seeking a Major Incident Manager to lead end-to-end responses for critical UK IT services. You will coordinate technical resolver groups, suppliers and stakeholders to restore service quickly while minimising business impact.

In a fast-paced, collaborative environment, you will own incidents from identification through resolution, provide clear communications, drive continual service improvement and ensure governance across service management.

Qualifications

• Itil Foundation certification required, version 3 or later.
• Experience managing high-severity incidents with multiple teams and suppliers.
• Excellent written and verbal communication, engaging stakeholders at all levels.
• Ability to stay calm, organised and decisive under pressure.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead end-to-end management of major incidents, driving restoration and minimising business impact.
• Provide leadership during incident bridges and stakeholder calls.
• Coordinate technical resolver groups, support teams and third-party suppliers.
• Deliver timely, professional communications to customer and internal stakeholders.
• Manage escalations, risks and dependencies throughout the lifecycle.
• Ensure activities, decisions and actions are documented and facilitate post-incident reviews.

Skills

Incident management

ITIL Foundation

Stakeholder communication

Leadership

Problem solving

Service management

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

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. Proven Major Incident Management experience within a managed service provider, outsourced services environment or large-scale enterprise IT organisation.

Requirements

• 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.

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.

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

We're a place where you can belong With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong. You'll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier-free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need. As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you'll be guaranteed an interview, and we're happy to support any reasonable adjustments.