Major Incident Problem & Service Improvement Manager

Volkswagen Financial Services (UK); Milton Keynes; Hybrid; GBP 44,000 - 54,000; Full time

Benefits offered by this job

Income protection

Life assurance

Retail discount vouchers

Care Concierge

Will writing service

Cycle to work

Job summary

Volkswagen Financial Services (UK) is seeking a Major Incident, Problem & Service Improvement Manager in Milton Keynes. The role focuses on minimizing business impact and rapid restoration of services, including governance and reporting of major incidents across UK, Ireland and international partners.

You will lead incidents, coordinate cross-functional teams, analyse trends, and drive continuous improvements while working in a hybrid model with 60% in the Milton Keynes office.

Qualifications

• Proven experience leading Major Incident and Problem Management activities within complex IT environments.
• Analytical mindset with ability to translate complex issues into actionable improvements.
• Resilient under pressure with strong judgement and decision-making.

Responsibilities

• Lead during major incidents to rapidly assess, decide, and drive resolution.
• Matrix manage virtual resources across internal/external teams and suppliers.
• Analyze trends, identify root causes, and implement improvements for service stability.

Skills

IT Service Management

Major Incident Management

Problem Management

Stakeholder management

Multi-supplier delivery

Job description

SALARY: From £49,354 pa dependent on experience + On-call allowance

LOCATION: Milton Keynes

HYBRID WORKING: Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office however flexibility is expected to meet the needs of the business and the role.

HOURS / CONTRACT TYPE: Permanent 35 hours per week, working between the hours of 8am and 6pm and additional on-call duties - more details will be shared during the interview.

CLOSING DATE: 8/9/2026 We reserve the right to close the advert earlier If we receive a high volume of applications.

We’re looking for a Major Incident, Problem & Service Improvement Manager whose core purpose is to ensure minimal impact to the business and rapid restoration of our normal operating service.

This is a highly responsive position with significant impact on our business through the management, control, governance and reporting of major incidents and problems reported by our UK support teams.

What you’ll be doing:

• You'll take the lead during major incidents and critical service issues, rapidly assessing situations, making informed decisions and driving resolution to minimise business impact.
• Matrix management of virtual resources to resolve major incidents (virtual teams are likely to include internal and external suppliers in different countries).
• Analysing trends, identifying root causes and turning insights into practical improvements that enhance service stability, resilience and performance.
• Collaborating across business, technical and supplier teams, building strong relationships and influencing stakeholders to achieve the right outcomes.
• Listening to and understanding business needs, translating complex technical issues into clear actions, communications and solutions.
• Managing competing priorities in a fast-paced environment, remaining calm, adaptable and decisive under pressure.
• Responsible for ensuring Post Incident Reviews (PIRs) are conducted for significant incidents to ensure opportunities for process improvement are identified.
• Driving continuous improvement by challenging processes, championing best practice and delivering measurable service enhancements.
• Providing clear leadership, governance and oversight of Incident and Problem Management processes across the UK, Ireland and international partners.
• Influence appropriate progress for problems owned and managed by HQ teams that are not directly within VWFS UK’s span of control.
• You'll also support the Acceptance into Service (AIS) process by representing the Major Incident Management requirements for all new Applications and Processes being introduced into IT Services.

What you’ll bring:

You’ll be experienced in IT Service Management, particularly in Major Incident and Problem Management and can bring your skills in leading business critical applications in a multi-supplier delivery model to resolution.

You’ll have a passion for continuous improvement, with experience designing, enhancing and embedding processes that improve service quality, stability and efficiency.

Essential experience & skills:

• Proven experience leading Major Incident and Problem Management activities within complex, business-critical IT environments.
• You're highly analytical and able to quickly assess complex situations, identify root causes and drive effective, pragmatic solutions.
• You are resilient and have sound judgement under pressure, with a track record of navigating challenging situations and delivering positive outcomes.
• Strong stakeholder management skills, with the ability to listen, understand differing perspectives and influence decisions across technical, operational and business teams.
• You take a proactive approach to identifying risks, anticipating issues and implementing improvements before they impact customers or services.
• Experience leading major incidents and coordinating cross-functional teams in multi-supplier environments to deliver successful resolution and service improvement.
• You’ll be dealing with multiple stakeholders and touch-points so, it’s essential you can communicate effectively in person and, in writing and you leave no stone unturned.

What’s in it for you?

Bonus:

Discretionary 10% on-target bonus (based on personal and Group company performance)

Pension:

Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.

Car schemes*

Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance

OR

Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.

Other benefits:

From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge (a service to support carers of adults), along with other salary sacrifice options including a will writing service and cycle to work (subject to scheme restrictions).

Following successful completion of probation, you will have access to private medical insurance for you (with the option to buy additional family cover), access to our loan car scheme for up to 2 cars for your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchase critical illness cover and dental cover, so you can select the benefits that matter to you.

We invest in our people and are passionate about driving development. You’ll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career. We also offer mentoring schemes and reciprocal partnerships recognising that we can all learn from each other in the flow of work.

Why join VWFS UK?

You’ll have the opportunity to make a difference by helping us to achieve our mission.

Our mission is straight forward; we want to be 'The Key to Mobility'. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isn’t just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.

This role does not meet the UKVI’s criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.