Senior Major Incident Manager
Role details
Job location
Tech stack
Job description
As part of our investment in technology operations, we're establishing the Command Hub in Belfast to strengthen how we coordinate, govern and continuously improve incident response. We're looking for a highly experienced Senior Major Incident Manager to lead a team responsible for maintaining a robust, efficient and well governed 24x7 incident management capability, ensuring effective coordination when incidents occur and driving continuous improvement across the organisation.
You will act as an escalation point for complex or time-critical major incidents, support team members during high-severity events, and ensure service delivery meets expectations.
Successful candidates must be eligible for SC clearance.
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. What You'll Be Doing
- Leading and supporting the Major Incident Management team.
- Ensuring all incidents progress through to resolution within SLAs.
- Managing escalations when required. Delivering executive summaries during P1 incidents.
- Producing weekly and monthly MI reporting.
- Updating and maintaining process documentation.
- Driving continuous improvement across the MIM function.
- Providing leadership, mentoring, and coaching.
- Collaborating with cross-functional teams.
- Escalating issues to the Head of Major Incident Management.
- Managing team performance and reporting quality.
- Identifying future skills requirements.
- Expanding knowledge across Capita services., * Ensuring timely resolution of incidents within SLA.
- Providing clear executive summaries during P1s.
- Improving processes impacting customer outcomes.
Fearless Innovation
- Driving continuous improvement.
- Enhancing process documentation.
Achieve Together
- Leading, mentoring, and coaching the team.
- Collaborating with other business teams.
- Supporting colleagues during high-pressure incidents.
Everyone is Valued
- Managing performance with fairness and transparency.
- Supporting knowledge sharing and development.
- Creating a supportive environment during critical incidents.
Join Capita - Where Innovation Meets Opportunity
Requirements
- Significant experience managing major incidents in complex environments.
- Competent in delivering executive summaries during P1 incidents.
- Strong background in ITIL-aligned Incident Management.
- Experience supporting both public-sector and private-sector clients.
- Knowledge of ITSM tools.
- Experience with Microsoft 365 including SharePoint and Teams.
- Understanding of incident and problem management interaction.
- ITIL awareness.
You Will Also Have
- Strong documentation and communication skills.
- Ability to stay calm and make decisions under pressure.
- Strong leadership and people-management.
- Excellent stakeholder engagement.
- Analytical problem-solving skills.
- Continuous-improvement mindset.
Benefits & conditions
- Competitive Salary - on call allowance
- 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
