Head of Major Incident & Incident Management

The Head of Major Incident & Incident Management is responsible for the strategic leadership, governance, and continual improvement of Major Incident and Incident Management across Technology Operations. The role ensures delivery of an ITIL-aligned framework supported by automation, strong governance, and effective communication. The postholder leads a specialist team, acts as the organisational subject matter expert, and plays a key role in reducing incident volumes and improving service stability., Leadership & Governance

• Lead and develop a team of Major Incident Managers and Incident Managers to ensure consistent, high-quality service restoration.
• Own and govern Major Incident and Incident Management processes aligned to ITIL best practice.
• Provide leadership across a matrix-managed environment.
• Act as the organisational SME for Major Incident and Incident Management.
• Establish and embed a Centre of Excellence within the Technology Delivery Command Hub.

Operational Excellence

• Lead the end-to-end management of major incidents with clear, accurate communication at executive level.
• Chair technical bridges and oversee management escalations during critical incidents.
• Ensure consistent execution of defined roles, responsibilities, and operational standards.

Automation, AI & Service Improvement

• Drive automation and AI adoption to improve efficiency and reduce manual activity.
• Utilise ServiceNow capabilities to reduce incident volumes and improve routing accuracy.
• Promote continual service improvement through data insights and trend analysis.
• Work with Problem Management and technical teams to reduce repeat incidents and strengthen resilience.

Collaboration & Stakeholder Engagement

• Partner with Problem Management to ensure strong RCA quality and action follow-through.
• Build collaborative relationships across technology and business teams.
• Influence teams and senior leaders to embed improved ways of working.

Reporting & Insights

• Lead the production of operational reporting, including incident summaries, KPIs, and trend analysis.
• Provide clear, actionable data to senior stakeholders.
• Ensure accuracy and compliance of ServiceNow records.

How this role aligns to our Values

Customer First, Always

You prioritise the needs of customers and internal stakeholders, ensuring that incident responses and service restoration activities protect our customers and their experience.

Fearless Innovation

You identify and implement new approaches, technologies, and automation that improve operational efficiency and strengthen incident management capability.

Achieve Together

You collaborate across Technology Operations, Technology Delivery, and wider business teams to drive service stability and shared accountability.

Everyone is Valued

You create an inclusive environment where all team members feel supported, respected, and able to contribute to continual improvement and service excellence.

Join Capita - Where Innovation Meets Opportunity

• Proven experience leading a Major Incident Management function, including coordination of high-impact incidents.
• Strong understanding of ITIL best practice with experience improving incident processes.
• Technical and operational awareness enabling effective partnership with engineering, infrastructure, and service teams.
• Demonstrable experience using automation or AI to enhance operational efficiency.
• Expert-level experience with ServiceNow to reduce incident volumes and improve service quality.
• Experience delivering data-driven operational insights, dashboards, and analysis to improve service stability.
• Proven experience working within complex, matrix-managed environments.
• Experience managing and developing teams within large-scale IT or customer-facing environments.

You Will Also Have:

• Ability to deliver confident, clear communication during high-pressure incidents.
• Leadership presence that supports team motivation and cohesion.
• Ability to influence and align diverse stakeholders across organisational boundaries.
• A collaborative approach that encourages cross-functional teamwork.
• A continuous improvement mindset focused on service quality and operational excellence.
• Ability to build trusted relationships and maintain credibility at all levels.

Additional Information

• Demonstrate strong relationship management.
• Support ITIL-aligned service delivery.
• Encourage a collaborative, innovative team culture.

• Competitive Salary
• 23 days' holiday, rising to 27 (pro rata) - plus the option to buy more after qualifying period
• ️ Paid volunteering day with a charity of your choice
• Generous family leave policies - including 15 weeks' fully paid maternity, adoption, and shared parental leave
• ️ Cycle2Work scheme, pension, life assurance, and more

Customer first, always Fearless innovation Achieve together Everyone is valued

We're looking for an outstanding Head of Major Incident & Incident Management to join our Belfast Command Hub. As part of our growing centre of expertise for technology operations, this role goes far beyond traditional operational leadership. This is a rare opportunity to shape the future of how Major Incident and Incident Management operates across a large scale, complex technology environment. You'll have the platform, sponsorship, and authority to define the strategy, drive automation and AI adoption, and build a truly best in class capability. If you're someone who thrives on improving service stability, reshaping processes, and leading high performing teams through transformation, this is a role where you can make a real, measurable impact. You'll not just run the function - you will evolve it, embedding a modern, proactive, data driven approach that strengthens resilience across the organisation. Join us, and you'll help build something exceptional. This is your opportunity to leave a legacy, elevate operational performance, and create a Major Incident capability that sets a new standard for excellence. At Capita, we live by our values: Customer First, Always; Fearless Innovation; Achieve Together; Everyone is Valued. These guide how we work, collaborate, and deliver exceptional results., Capita is a dynamic leader in consulting and digital services, helping some of the UK's most recognized organizations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors-government, healthcare, education, and finance-offering you the chance to contribute to projects that impact millions of lives. At Capita, you'll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. We're committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you're ready to make an impact and grow your career, Capita is the place for you. Check out our website www.capita.com What's in it for you?