Major Incident Manager Lead

An exciting opportunity to join Capgemini as a Major Incident Manager Lead, supporting a diverse portfolio of high-profile clients.

In this role, you will lead and oversee the end-to-end major incident management process, ensuring swift resolution and minimal business impact. You will be a confident decision-maker and analytical problem solver, thriving in high-pressure environments. As the primary point of contact during major incidents, you will coordinate cross-functional teams, drive timely response and recovery actions, and provide clear, consistent communication to stakeholders. You will also play a key role in mentoring MIMs, continuously improving incident management practices, and ensuring adherence to best practices and procedures.

On-site working requirement:

This role is fully based on-site at our premises in Preston. You will be expected to work from the office full-time, with no hybrid or home-working arrangement. Your day-to-day work location will be consistent and primarily based at our site to meet the needs of the role and the business.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service), As a Major Incident Manager Lead, you will oversee and drive excellence across Major Incident, Change, and Problem Management processes, ensuring effective coordination, rapid resolution, and continuous improvement.

• Lead and ensure delivery against all relevant operational processes and service obligations
• Leverage tooling and technology to manage incidents, deliver timely communications, and provide effective stakeholder engagement
• Chair and drive all major incident bridge calls, investigations, and recovery activities
• Collaborate with technical leads to develop structured action plans, assigning clear ownership, timelines, and accountability to meet SLA targets
• Provide matrix management across teams, processes, and third-party suppliers, proactively resolving conflict to maintain progress towards resolution
• Take overall accountability for restoring service through workarounds or permanent fixes, minimising business impact
• Manage and execute timely functional and hierarchical escalations where required
• Ensure all documentation, administrative tasks, and reporting are current and accurate, including contact details, technical artefacts, and post-incident reviews
• Champion continual service improvement by enhancing processes, knowledge bases, and playbooks
• Maintain and evolve tools, frameworks, and resources to optimise major incident response effectiveness
• Produce and deliver regular major incident performance and trend reporting to stakeholders
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports

At Capgemini, you can bring your whole self to work. Inclusivity is part of our everyday culture, and we strive to create a representative and welcoming environment for all.

Do you have experience in ITIL?, * Strong knowledge and practical experience across ITIL processes, with a particular focus on Major Incident Management, Change Management, Incident Management, Problem Management, and Release Management

• ITIL Foundation certification (v4 or above) is desirable
• Proven ability to lead, own, and drive Major Incident Management and associated processes end-to-end
• Excellent communication and presentation skills, with the ability to convey complex information clearly and confidently
• Strong stakeholder management and customer communication skills, with the ability to engage effectively at all levels of the organisation
• Demonstrated experience leading cross-functional teams and driving activities to resolution within tight and high-pressure timescales
• Ability to influence and coordinate technical teams, third parties, and business stakeholders to achieve swift outcomes
• Strong collaboration skills, with a proactive and team-oriented approach
• Highly organised and methodical, with strong attention to detail and a structured approach to problem-solving
• Ability to remain calm, decisive, and solution-focused in high-pressure situations

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role., To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Flexibility to work your way You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeing You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.