Senior Manager - IT Shared Service (Major Incident)

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. Responsible for leading a team of Major Incident Managers, the post holder will drive operational excellence, enhance organisational resilience and ensure consistent incident management outcomes across a complex, multi-supplier technology environment. 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. In addition to real-time command, the Lead Major Incident Manager acts as a coach and mentor to other Major Incident Managers, shaping capability, behaviours, and confidence under pressure. They play a key role in developing runbooks, playbooks, training, and escalation models to continuously strengthen organisational incident readiness. We operate a function-led hybrid working model, with an expectation of 2-3 days per week on site. The role includes participation in an out-of-hours on-call rota and requires flexibility to travel to other locations for key meetings and collaborative activities, in line with business needs. The position can be based in either Coventry or Manchester.

You will be a composed and credible major incident leader who thrives in complex, high-pressure environments and is trusted by senior stakeholders to take control when it matters most. You adopt a servant-leader mindset, prioritising customer outcomes, team effectiveness, and organisational resilience over hierarchy. You instinctively balance pace with control and are confident stepping in, stepping back, and coaching others in live situations. For this role you’ll need to have:

• Significant experience in Major Incident Management leadership, within financial services and ideally within Banking
• Strong experience operating within complex, multi-supplier environments, Proven experience commanding severe, high-impact Major Incidents
• ITIL certified or able to demonstrate equivalent practical experience
• ITIL 4 Foundation & one or more of the following,
• ITIL 4 Specialist: Create, Deliver & Support
• ITIL 4 Strategist: Direct, Plan & Improve
• Proven record of mentoring and developing junior team members.
• Essential experience of working in a complex, pressurised production environment

Experience in these areas would be helpful:

• Experience within regulated and/or customer-critical environments
• Working in Agile\Devops\SAFe models would be an advantage

Full-time 35 hours