Major Incident Manager

Allwyn UK; Watford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading lottery operator in the UK is seeking a Major Incident Manager to handle major incidents and high-priority problems effectively. The successful candidate will coordinate technical and business resources, ensuring minimal disruption to operations. They will analyze incidents to prevent recurrence and work under the Digital Workplace team. Ideal applicants should have experience in incident management, team leadership skills, and a strong understanding of ITIL practices. This position offers a transformative role in enhancing operational resilience.

Benefits

Company bonus scheme

Matched pension contributions up to 8.5%

26 days annual leave

Complimentary Private Medical

Enhanced Maternity & Paternity leave

Qualifications

• Experience with major incidents and advising on solutions during events.
• Strong understanding of hardware and software within the infrastructure.
• Prior team leadership experience with ITIL foundation desirable.

Responsibilities

• Manage major incidents to resolution minimizing business impact.
• Coordinate and communicate with various technology teams.
• Develop frameworks for Incident and Problem Management.

Skills

Problem solving

Customer Focus

Financial Management

Job description

Overview

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good.

We are Allwyn UK, part of the Allwyn Entertainment Group, a multi‑national lottery operator with a market‑leading presence across Europe which includes Czech Republic, Austria, Greece, Cyprus & Italy.

While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once‑in‑a‑lifetime large‑scale transformation journey by creating a National Lottery that delivers more money to good causes.

About the role

The Major Incident Manager will manage major incidents and high‑priority problems to resolution ensuring minimal impact to the business. You will coordinate and manage technical resources and cross‑functional business teams as required to resolve major issues, communicate progress with wider internal stakeholders and the Executive Team, be an ambassador for Incident and Problem Management across the business and provide leadership and on‑call support for the Incident and Problem Management function.

Team

The Major Incident Manager will be part of the Digital Workplace team to focus on delivering and supporting technologies that enable employees to collaborate, communicate and work efficiently regardless of location. You will also work closely with other Technology teams to ensure that National Lottery Operations are managed 24/7/365 in a secure, reliable, resilient way, ensuring end‑to‑end service levels to our external customers and internal business users are maintained to the highest standards.

What you'll be doing

• Develop the Major Incident and Problem Management frameworks.
• Organise technical and business support during major incidents to reach resolution as quickly as possible.
• Manage communications with Technology teams and the wider business.
• Proactively identify and resolve potential issues before they have an impact on the business.
• Analyse incidents and problems, identify trends and develop working practices to minimise the risk of recurring issues.
• Work closely with the Change and Release Management team to ensure changes have been raised to resolve incidents and that the impact of changes is fully understood.
• Work with Regulatory Affairs and other teams where applicable to complete written reports.
• Work closely with key suppliers that support the Technology function to reduce issues and improve resolution speed.
• Dovetail into the existing Business Resilience framework for non‑technology based incidents.

Experience

• Experience of working on major incidents, advising on solutions and remedial actions during and after a major incident.
• Broad understanding of the hardware and software utilised within Allwyn’s infrastructure.
• Experience of working to identify root causes, advising on solutions and remedial actions during and after a major incident.
• Understanding of Knowledge Management.
• Previous team leader experience.
• Experience of ITIL to at least foundation level is desirable.

Organisational Competencies

• General: Solves complex technical problems; takes a broad perspective to identify innovative solutions; works independently with guidance in only the most complex situations.
• Business expertise: Applies best practices and knowledge of internal/external business challenges to improve products, processes or services.
• Problem solving: Leads others to solve complex technical problems; takes a broad perspective to identify innovative solutions.
• Customer Focus: Anticipates customer needs; assesses requirements and identifies new solutions.
• Continuous Technical Improvement & Process: Develops and ensures successful implementation of processes and policies aimed at continuous improvement.
• Influence: Explains difficult issues and works to build consensus.
• Decision Making: Makes decisions guided by internal policies in non‑standard situations; impacts the achievement of customer operational or project objectives.
• Project Management: Is accountable for small technical projects or programmes with manageable risks and resource requirements.
• Financial Management: Monitors and controls costs of own work and may manage costs for small projects or programmes; monitors return on investment.

About us

We’ve developed ground‑breaking technologies, built player protection frameworks and have a proven track record of making lotteries better.

• Innovation: We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to enjoy, all underpinned by our responsible play values and making them accessible to all.
• Giving back: Playing the lottery generates around £30 m a week for charities and good causes in the UK. Our aim is to have doubled this number by the end of the first 10‑year licence.
• Sustainability: Our aim to be net zero by 2030 would make us the first lottery provider globally to achieve this.
• Inclusion and accessibility: We are making all parts of The National Lottery inclusive whether you play a game in a store or online.
• Being the custodians of the National Lottery licence is a big responsibility, so all of our roles are subject to extensive background checks.

If you need any assistance or adjustments to this job description or in the application process please contact a member of the talent team and we’ll be happy to help.

Inclusive reward offering with wellbeing at the centre

At Allwyn we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers.

Benefits

• Company bonus scheme
• Matched pension contributions up to 8.5%
• 26 days annual leave, 2 Life Days (and bank holidays)
• Complimentary Private Medical
• Life Assurance
• Enhanced Maternity & Paternity leave
• £500 wellness allowance
• Access to nutritional advisor and personal trainers
• Discounted Health Assessments
• Complimentary Financial coaching

Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues we continue to create a place of work where people feel rewarded and can succeed.

A place of belonging

We want to create one of the UK’s most inclusive organisations where people can bring the best of themselves to do their best work every day for the benefit of good causes.

Equal Opportunity Employer

Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships.

We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.