Major Incident Manager

Phoenix Group Holdings; Telford; Hybrid; GBP 60,000 - 75,000; Full time

Job summary

A leading financial services firm is seeking x2 Major Incident Managers for its IT Service Operations team. This hybrid role, based in Telford, Edinburgh, or Birmingham, involves coordinating response efforts for critical IT incidents. The ideal candidates will have significant experience in incident lifecycle management and strong stakeholder communication skills. The position offers a competitive salary between £60,000-£75,000, plus a generous benefits package including medical cover and annual leave. Apply early to join this dynamic team.

Benefits

Private medical cover

38 days annual leave

Excellent pension

Qualifications

• Significant experience as a Major Incident Manager, preferably within financial services.
• Proven track record of managing high-impact incidents in complex environments.
• Skilled in implementing continuous improvement strategies for incident processes.

Responsibilities

• Own and coordinate all major incidents from initiation to resolution.
• Assess impact and make critical decisions under pressure.
• Deliver timely, accurate updates to stakeholders throughout the incident lifecycle.

Skills

Incident lifecycle management

Stakeholder communication

Root cause analysis

Tools

ServiceNow

Remedy

Job description

We have an incredible opportunity to join us here at Phoenix Group as x2 Major Incident Managers to join our IT Service Operations team.

Job Type : Permanent

Location

This role is hybrid based in either Edinburgh, Birmingham or Telford with time spent working in the office and at home.

Flexible working

All of our roles are open to part‑time, job‑share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.

Closing Date : 14 / 01 / 26

Salary and benefits

£60,000-£75,000 plus an indicative bonus range of 16-32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked.

We’re Phoenix Group, we’re a long‑term savings and retirement business. We offer a range of products across our market‑leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

The role

The Major Incident Manager is responsible for managing and resolving Critical and High IT incidents that significantly disrupt business operations. This role involves coordinating response efforts, minimising downtime, and ensuring effective communication with stakeholders throughout the incident lifecycle. The Major Incident Manager plays a crucial role in restoring normal service operations as quickly as possible while adhering to ITIL best practices and organisational procedures.

Key Accountabilities

• Incident Leadership : Own and coordinate all major incidents from initiation to resolution, acting as the single point of contact for stakeholders.
• Rapid Decision‑Making : Assess impact and make critical decisions under pressure, including escalation to Bronze / Silver / Gold command and regulatory bodies (., FCA).
• Stakeholder Communication : Deliver timely, accurate updates to executives, business units, and third‑party suppliers throughout the incident lifecycle.
• Third‑Party Management : Ensure suppliers (TCS, Cognizant, Servaada, adhere to SLAs and contractual obligations during incident resolution.
• Regulatory Compliance : Maintain audit‑ready documentation and ensure adherence to FCA and other regulatory requirements.
• Post‑Incident Reviews : Drive root cause analysis, formal problem reviews, and implement preventive measures to reduce recurrence.
• Governance & Reporting : Produce executive‑level reports, track SLA performance, and manage service credits.
• Crisis Management : Activate business continuity plans and coordinate escalation paths during severe disruptions.
• Tooling & Process Ownership : Ensure effective use of incident management tools (., ServiceNow) and alignment with ITIL best practices.
• Leadership Under Pressure : Maintain authority and composure during high‑pressure situations, guiding technical teams to swift resolution.
• Process Optimisation : Develop and refine the major incident management process to improve efficiency and effectiveness.

What are we looking for?

• Significant experience as a Major Incident Manager, preferably within financial services, with a proven track record of managing high‑impact incidents in complex enterprise environments.
• Expertise in end‑to‑end incident lifecycle management, ensuring rapid resolution of critical issues to minimise business disruption.
• Skilled in stakeholder communication, root cause analysis, and implementing continuous improvement strategies for incident processes.
• Incident Management Tools: Proficiency in platforms like ServiceNow, Remedy, or similar.

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

We’re reviewing applications as they come in, so apply early to avoid missing out.