Senior Major Incident Manager

Computacenter; Preston; On-site; GBP 90,000 - 120,000; Full time

Job summary

Computacenter is seeking an experienced Service Operations Command Lead in Preston to join a strategic customer programme. You will act as Computacenter's senior operational representative, leading incidents, service restoration and business continuity from the customer Command Centre.

You will coordinate multi‑supplier teams, manage stakeholders and apply ITIL disciplines to prioritise, monitor and drive decisive action while safeguarding critical services.

Qualifications

• Experience in a senior operational leadership capacity within a complex IT services environment.
• SC Clearance or willingness to obtain; DV clearance possible.

Responsibilities

• Acting as Computacenter's primary operational representative within the customer Command Centre.
• Leading the operational response to major incidents, service degradation and high-priority business events.
• Coordinating technical teams and stakeholders to ensure effective service restoration and business continuity.
• Assessing business impact, operational risk and service priorities to support decision-making.
• Mobilising the appropriate technical expertise, leadership and resources from across Computacenter.
• Providing operational oversight across incidents, risks, service changes and emerging issues.
• Supporting Major Incident Management, Problem Management and Root Cause Analysis activities.
• Working closely with customer stakeholders and suppliers within a multi-supplier operational environment.
• Using operational data, monitoring tools and service management platforms to identify opportunities for service improvement.
• Supporting initiatives to improve operational resilience, service visibility and automation capabilities.

Skills

Senior operational leadership

Incident management

ITIL disciplines

Stakeholder management

ServiceNow

Multi-supplier / SIAM

Decision making

Operational governance

Team leadership

Critical thinking under pressure

Tools

ServiceNow

Job description

Security Clearance: SC Clearance required

We are seeking an experienced Service Operations Command Lead to join Computacenter on a strategically important customer programme.

Working within the customer's Command Centre, you will act as Computacenter's senior operational representative, providing leadership, coordination and decision-making across major incidents, service-impacting events and operational activities.

This role combines operational leadership, stakeholder management and service management expertise. You will work closely with customer stakeholders, suppliers and Computacenter technical teams to ensure appropriate prioritisation, effective incident resolution and the ongoing protection of business-critical services.

The successful candidate will bring strong operational leadership experience within a complex IT environment, combined with a broad understanding of enterprise infrastructure, service management and operational governance.

What you'll do

• Acting as Computacenter's primary operational representative within the customer Command Centre.
• Leading the operational response to major incidents, service degradation and high-priority business events.
• Coordinating technical teams and stakeholders to ensure effective service restoration and business continuity.
• Assessing business impact, operational risk and service priorities to support decision-making.
• Mobilising the appropriate technical expertise, leadership and resources from across Computacenter.
• Providing operational oversight across incidents, risks, service changes and emerging issues.
• Supporting Major Incident Management, Problem Management and Root Cause Analysis activities.
• Working closely with customer stakeholders and suppliers within a multi-supplier operational environment.
• Using operational data, monitoring tools and service management platforms to identify opportunities for service improvement.
• Supporting initiatives to improve operational resilience, service visibility and automation capabilities.

What you'll bring

You will demonstrate experience in a senior operational leadership capacity within a complex IT services environment.

You should have:

• SC Clearance or be willing and eligible to obtain. Also you'll need to be willing to undertake DV clearance should it be required (TBC).
• Experience in Service Operations, Major Incident Management, Service Management or a similar operational leadership role.
• Strong understanding of ITIL disciplines including Incident, Problem and Change Management.
• Experience working with ServiceNow and operational monitoring or event management tools.
• Broad understanding of enterprise infrastructure, IT services and operational dependencies.
• Strong stakeholder management and communication skills.
• Experience operating within multi-supplier or SIAM environments.
• Excellent prioritisation, analytical and decision-making capabilities.
• The ability to remain calm and effective during high-pressure operational situations.
• Experience leading and influencing teams through matrix management.
• Defence, government or other highly regulated environments.
• Operational Command Centre or Operations Centre environments.
• Service Integration and Management (SIAM) operating models.
• Continuous service improvement and operational transformation initiatives.