Lead Major Incident Manager

Our Digital and Data technology team are at the forefront of digital innovation. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform. No matter the task, they are on hand to support. Now, you’ve got the opportunity to join them.

Providing innovation to government partners.

Delivering best-in-class solutions.

Working at the cutting-edge of technology

It all matters.

Lead our approach to major incidents, create a more effective service

You’ll lead a consistent Technology & Operations (T&O) response to major incidents, making rapid resolution and minimal disruption to customer services your priorities, as well as compliance with ISO and ITIL standards. You’ll drive incident communications and activity coordination during business continuity and security incidents, ensuring alignment with customer and internal practices. As our service delivery model is 24/7, you’ll make handovers seamless with a unified response across teams – so that our service is consistent and excellent, no matter the hour. Plus, through conducting post-incident reviews, you’ll track follow-up actions and embed lessons learned.

Driving improvements to the service will be key. To this end, you’ll support the Problem Manager in identifying and managing root causes of recurring incidents. This will entail trend analysis and collaboration with technical teams.

Analysis and reporting will be core to what you do. You’ll gather and define reporting requirements, design dashboards, and produce detailed, compliant reports with actionable insights for stakeholders.

This is a fantastic opportunity to be empowered to assemble and lead cross-functional teams, make key decisions, maintain performance, uphold customer satisfaction and drive improvements. We’d also like you to coach team members to enhance capability, build resilience and strengthen the service., Your CV and personal statement will not form part of the assessment they will provide an insight into your work history and experience.

Your CV should include:

• no personal identifying details
• career history with key responsibilities
• skills and experience
• achievements
• qualifications

Your personal statement should outline your interest in the role.

Candidates will only be sifted on answers provided to the job specific questions which are outlined in the application form.

Those that are successful will be invited to a MS Teams or Face to face interview.

At the interview you will be asked a blend of questions on technical skills and behaviours.

Candidates who are judged to be close to meeting the criteria may be considered for other positions in FCDO Services which may be at a lower grade, but have a potential skills match.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Do you have experience in Problem management?, To be well suited to this role, you’ll be a practitioner in the following: incident management, availability and capacity management, community collaboration, continual service improvement, ownership and initiative, service focus and user focus. Plus, you have a working knowledge of change management, continuity management and technical understanding. You have an awareness of asset and configuration management and service management framework knowledge. To find out more about the skills required, head to Major Incident Manager Incident manager - Government Digital and Data Profession Capability Framework.

You have a demonstrable experience in IT service management with expertise in Major Incident Management and Problem Management, with a successful record of meeting targets and delivering results. This has given you technical knowledge across infrastructure, cloud services, networking and applications. Coupled with extensive knowledge of Service Management Tooling and service reporting. You’ve driven Continual Service Improvement and risk plans. Plus, you’re excellent with MS Office 365.

An excellent problem solver with a sharp analytical eye, you’re a skilled decision maker. You can influence others too. This is down to your exemplary customer-facing abilities, complemented by superb written and verbal communication skills.

You are educated to Level 3 (A level/AS level/T Level) or Level 4 (HNC). Preferably, your qualifications are in Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience. You have ITIL Foundation level Certification., * Level 3 qualifications (A level/AS level/T Level) or Level 4 (HNC) Preferably in a Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience.

• Proven IT service management background with expertise in Major Incident Management and Problem Management.
• ITIL Foundation level Certification.
• Record of delivering results and meeting targets.
• Technical knowledge across infrastructure, cloud services, networking and applications.
• Extensive knowledge of Service Management Tooling and service reporting
• Excellent written and verbal communication with exemplary customer-facing skills
• Excellent analytical, problem solving, decision making and influencing skills
• Excellent knowledge and use of MS Office 365
• Drive Continual Service Improvement and Risk plans Matrix and line management experience, Level 3 qualifications (A level/AS level/T Level) or Level 4 (HNC) Preferably in a Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience.

ITIL Foundation level Certification., * Managing a Quality Service

• Delivering at Pace
• Working Together

Technical skills

We'll assess you against these technical skills during the selection process:

• Level 3 (A/AS or T level) or Level 4 (HNC) Preferably in a Computer Science, or Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience.
• ITIL Foundation level Certification.
• Proven IT service management background with expertise in Major Incident Management and Problem Management
• Record of delivering results and meeting targets.
• Extensive knowledge of Service Management Tooling and service reporting
• Excellent analytical, problem solving, decision making and influencing
• Technical knowledge across infrastructure, cloud services, networking and applications.

We only ask for evidence of these technical skills on your application form:

• Level 3 (A/AS or T level) or Level 4 (HNC) Preferably in a Computer Science, or Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience.
• ITIL Foundation level Certification.
• Proven IT service management background with expertise in Major Incident Management and Problem Management
• Extensive knowledge of Service Management Tooling and service reporting
• Excellent analytical, problem solving, decision making and influencing
• Technical knowledge across infrastructure, cloud services, networking and applications., This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills., Successful candidates will be expected to have a medical.

Nationality requirements

Open to UK nationals only.

Pulled from the full job description

• Annual leave
• Shuttle service provided
• Company pension
• On-site gym, But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need., Alongside your salary of £48,801, FCDO Services contributes £14,137 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .
• Learning and development tailored to your role.
• Annual leave starting at 25 days.
• A culture encouraging inclusion and diversity.
• A Civil Service pension.
• Free shuttle bus available between central Milton Keynes and Hanslope Park
• 9 days per annum public and privilege days

At FCDO Services, we protect the UK’s interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.