Major Incident Manager

This role will be based at our B&Q Head Office just outside Southampton, with a minimum expectation of 12 days a month in the office. Out of hours support is also required in this role, every one week in five rotating with other MIMs in the team. What’s the job?:

• Take end-to-end ownership of major incidents, driving rapid assessment, prioritisation, escalation and service restoration.
• Lead cross-functional technical teams and third-party suppliers through high-impact incidents.
• Establish and manage incident bridges or war rooms, maintaining control, pace and clear accountability throughout resolution.
• Act as the single point of communication for stakeholders, customers and senior leaders, providing clear and timely updates.
• Drive workarounds or permanent fixes, assessing emergency changes needed to restore or protect services.
• Identify and progress actions that reduce the risk of major incidents happening again.
• Hand over unresolved root-cause investigation to Problem Management and chair Major Incident Reviews, tracking actions to completion.
• Perform the Duty Manager role outside office hours, handling escalations from the Service Desk, Operational Command Centre and the business.

• Previous experience in a Major Incident Manager role/managing major incidents in a large IT organisation.
• Proven ability to lead incident response and make clear, prioritised decisions in high-impact situations.
• Experience using IT service management tools such as ServiceNow or Jira.
• Experience of on-call working, ideally including Duty Management responsibilities.
• Clear written and verbal communication skills, including reporting for senior leaders and working confidently with customers and stakeholders.
• ITIL certification and the ability to apply ITIL-aligned service management practices.

An inclusive environment where your potential is limited only by your imagination. We encourage new ideas, support experimentation, and strive to create a workplace where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here.

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Scroll down below to find out more about our benefits.

Diversity & Inclusion

Our customers come from all walks of life - and so do we. We’re committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.