Major Incident Manager

Computacenter; Nottingham; On-site; GBP 70,000 - 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 across UK services. You’ll coordinate technical resolver groups, suppliers and stakeholders to restore service quickly and minimise business impact.

In this fast-paced role, you’ll own incidents from detection to resolution, provide authoritative communications, drive continual service improvement, and escalate as needed while maintaining calm under pressure.

Qualifications

• Proven experience leading Major Incident Management within MSP, outsourced services or large enterprise IT.
• ITIL Foundation certification (any version).
• Excellent written and verbal communication with stakeholders at all levels.
• Strong analytical and problem-solving skills.
• Experience working with service management processes and governance.

Responsibilities

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

Skills

Major Incident Management

ITIL Foundation

Stakeholder communication

Analytical/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

• 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

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

Security Clearance: Candidates must be eligible to obtain, or already hold, SC Clearance.