Major Incident Manager Lead

Capgemini; Manchester; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Disability Confident Employer

Learning and development opportunities

Job summary

Capgemini is seeking a Major Incident Manager Lead to oversee end-to-end major incident, change, and problem management across a portfolio of high-profile clients. The role is based on-site in the UK with a strong emphasis on timely resolution, escalation management, and continuous improvement.

You will coordinate cross-functional teams, mentor MIMs, and ensure adherence to best practices while maintaining clear communication with stakeholders and clients.

Qualifications

• Strong knowledge of ITIL processes with focus on Major Incident, Change, Incident, Problem and Release Management.
• Proven ability to lead Major Incident Management end-to-end and drive improvements.
• Excellent communication and stakeholder management across levels of the organisation.

Responsibilities

• Lead and ensure delivery against all operational processes and service obligations.
• Coordinate incidents, drive timely communications and engagement with stakeholders.
• Chair major incident bridge calls, investigations, and recovery activities.
• Develop structured action plans with owners, timelines and accountability.
• Provide matrix management across teams and suppliers to progress resolutions.
• Restore service through workarounds or permanent fixes with minimal business impact.
• Execute timely escalations and maintain current documentation and post-incident reviews.
• Champion continual service improvement by refining processes, knowledge bases and playbooks.
• Produce regular major incident performance and trend reports.

Skills

ITIL processes

Major Incident Management

Change Management

Incident Management

Problem Management

Release Management

Stakeholder management

Education

ITIL Foundation certification

Job description

An exciting opportunity to join Capgemini as a Major Incident Manager Lead, supporting a diverse portfolio of high-profile clients.

In this role, you will lead and oversee the end-to-end major incident management process, ensuring swift resolution and minimal business impact. You will be a confident decision-maker and analytical problem solver, thriving in high-pressure environments.
As the primary point of contact during major incidents, you will coordinate cross-functional teams, drive timely response and recovery actions, and provide clear, consistent communication to stakeholders. You will also play a key role in mentoring MIMs, continuously improving incident management practices, and ensuring adherence to best practices and procedures.

This role is fully based on-site at our premises in Preston. You will be expected to work from the office full-time, with no hybrid or home-working arrangement. Your day-to-day work location will be consistent and primarily based at our site to meet the needs of the role and the business.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

As a Major Incident Manager Lead, you will oversee and drive excellence across Major Incident, Change, and Problem Management processes, ensuring effective coordination, rapid resolution, and continuous improvement.

• Lead and ensure delivery against all relevant operational processes and service obligations
• Leverage tooling and technology to manage incidents, deliver timely communications, and provide effective stakeholder engagement
• Chair and drive all major incident bridge calls, investigations, and recovery activities
• Collaborate with technical leads to develop structured action plans, assigning clear ownership, timelines, and accountability to meet SLA targets
• Provide matrix management across teams, processes, and third-party suppliers, proactively resolving conflict to maintain progress towards resolution
• Take overall accountability for restoring service through workarounds or permanent fixes, minimising business impact
• Manage and execute timely functional and hierarchical escalations where required
• Ensure all documentation, administrative tasks, and reporting are current and accurate, including contact details, technical artefacts, and post-incident reviews
• Champion continual service improvement by enhancing processes, knowledge bases, and playbooks
• Maintain and evolve tools, frameworks, and resources to optimise major incident response effectiveness
• Produce and deliver regular major incident performance and trend reporting to stakeholders
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports

At Capgemini, you can bring your whole self to work. Inclusivity is part of our everyday culture, and we strive to create a representative and welcoming environment for all.

Your skills and experience

• Strong knowledge and practical experience across ITIL processes, with a particular focus on Major Incident Management, Change Management, Incident Management, Problem Management, and Release Management
• ITIL Foundation certification (v4 or above) is desirable
• Proven ability to lead, own, and drive Major Incident Management and associated processes end-to-end
• Excellent communication and presentation skills, with the ability to convey complex information clearly and confidently
• Strong stakeholder management and customer communication skills, with the ability to engage effectively at all levels of the organisation
• Demonstrated experience leading cross-functional teams and driving activities to resolution within tight and high-pressure timescales
• Ability to influence and coordinate technical teams, third parties, and business stakeholders to achieve swift outcomes
• Strong collaboration skills, with a proactive and team-oriented approach
• Highly organized and methodical, with strong attention to detail and a structured approach to problem-solving
• Ability to remain calm, decisive, and solution-focused in high-pressure situations

We are a Disability Confident Employer

Capgemini is proud to be a under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance and pre-employment checks

To be successfully appointed to this role, it is a requirement to obtain . To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real – what does it mean for you?

Flexibility to work your way

You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeing

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy

You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why should you consider Capgemini?

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Major Incident Manager Lead • Manchester