Manager - IT Shared Service (Major Incident)

The Coventry Building Society; Manchester; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

The Coventry Building Society is seeking a Senior Manager for Major Incident Management to lead and continually improve our critical incident response across the organisation. You will provide strategic direction, governance and coordination for high-impact technology incidents, embedding best practices and driving improvements across the estate.

The role requires strong stakeholder engagement and executive reporting, with a genuine servant-leader approach.

Qualifications

• Significant experience leading Major Incident Management in financial services.
• Proven ability to manage diverse stakeholders across multi-supplier and cloud environments.
• Strong ITIL knowledge with emphasis on Incident, Problem and Service Reporting.
• Experience delivering executive-grade operational insight and reporting.

Responsibilities

• Lead and shape the Group's Major Incident Management capability across the Society and Bank.
• Provide governance, oversight and continuous improvement of incident response and resolution.
• Embed best practice and drive measurable reductions in operational risk.
• Engage Risk, Audit and Regulatory stakeholders and drive stakeholder alignment.

Skills

Major Incident Management

Stakeholder Management

ITIL Practices

Executive Reporting

Agile & DevOps

Risk & Regulatory Liaison

Cloud & Third-Party Engagement

Production Environment Experience

Microsoft Office

Education

ITIL Foundation

ITIL Certification (Advanced)

Tools

Microsoft Office

Job description

Reporting into the Head of IT Shared Support Services, the Senior Manager - Major Incident Management is accountable for leading, shaping and continuously improving the Group's Major Incident Management capability across the Society and the Bank. The role provides strategic leadership, governance and oversight of the Major Incident Management function, ensuring the effective response, coordination and resolution of high-impact technology incidents. As the senior authority for Major Incident Management, this role is accountable for embedding best practice, strengthening stakeholder engagement, improving service restoration performance and ensuring lessons learned are translated into measurable improvements that reduce operational risk and enhance customer and colleague experience. This is a leadership role as defined by the Group's leadership capability framework. In the teams that you work in and/or manage you will create an inclusive environment where people feel safe to speak up, voice concerns and suggest ideas. You will seek input from others in order to test assumptions, challenge thinking and bring in new perspectives. We operate on a function led hybrid approach, with two to three days per week on site. Role requires flexibility to travel to other sites for key meetings and collaborative working subject to business demand. Role can be based in Coventry or Manchester., Full-time 35 hours Location Hybrid Proud to be a Disability Confident Committed Employer We're proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.

For all colleagues applying for our FTC roles, please note that this will be treated as a secondment opportunity.

Flexibility and why it matters.

We understand the need for flexibility, so wherever possible, we'll consider alternative working patterns.

• You will be a credible, calm and authoritative leader, recognised for your ability to operate effectively under pressure providing clarity in complex, high-impact situations.
• Possess the ability to communicate complex technical and operational information clearly to senior and executive audiences, both written and verbal and able to structure both technical and business information in a clear and concise manner. Be an authentic 'servant-leader' who takes responsibility for ensuring the team's success ahead of your own needs. You take a coaching approach and empower others to make decisions that lead to great outcomes. A self-starter who can lead and champion Service Management in an agile environment; must be able to deliver to deadline and self-motivate to succeed in this challenging role.

For this role you'll need to have:

• Significant experience in Major Incident Management leadership, within financial services and ideally within Banking
• Experience in managing a wide variety of internal and external stakeholders and leading and influencing across multi-supplier and cloud-based environments
• Strong understanding of ITIL practices, particularly Incident, Problem and Service Reporting.
• Experience working with complex, always-on technology estates and third-party service providers.
• Demonstrated experience producing executive-grade operational insight and reporting.
• Ability to engage confidently with Risk, Audit and Regulatory stakeholders.
• ITIL Foundation with further qualification in one or more relevant ITIL process.
• Working understanding of Agile Ceremonies and DevOps Techniques.
• Essential experience of working in a complex, pressurised production environment in the Banking industry
• Use of Microsoft Office Products

Experience in these areas would be helpful:

• Public Cloud, Customer-facing and member-facing systems, Infrastructure experience