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# Major Incident Manager

- **Company:** Kingfisher plc
- **Location:** Southampton, United Kingdom (Remote available)
- **Contract:** Permanent contract
- **Skills:** JIRA, Servicenow
- **Published:** October 28, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=6606376f7e8bc0d4

## About the Role

* 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.

## Description

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.