Major Incident Manager

As part of our investment in technology operations, we’ve established 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 join and lead the team.

You’ll be 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.

• Significant experience in major incident management 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.

How This Role aligns with Capita’s Values

Customer First Always

Ensuring timely resolution of incidents within SLA.

Fearless Innovation

Driving continuous improvement.

Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organisations 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.