Senior Major Incident Manager

Senior Major Incident Manager - Belfast (Permanent)

As part of our investment in technology operations, we're establishing 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 lead a team 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.

Values

• Customer First, Always
• Fearless Innovation
• Achieve Together
• Everyone is Valued

Responsibilities

• Lead and support the Major Incident Management team.
• Ensure all incidents progress through to resolution within SLAs.
• Manage escalations when required.
• Deliver executive summaries during P1 incidents.
• Produce weekly and monthly MI reporting.
• Update and maintain process documentation.
• Drive continuous improvement across the MIM function.
• Provide leadership, mentoring, and coaching.
• Collaborate with cross functional teams.
• Escalate issues to the Head of Major Incident Management.
• Manage team performance and reporting quality.
• Identify future skills requirements.
• Expand knowledge across Capita services.

Qualifications & Experience

• Significant experience managing major incidents 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.
• 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 Demonstrates Capita's Values

• Customer First, Always - Ensuring timely resolution of incidents within SLA, providing clear executive summaries during P1s, improving processes impacting customer outcomes.
• Fearless Innovation - Driving continuous improvement, enhancing process documentation.
• Achieve Together - Leading, mentoring, and coaching the team, collaborating with other business teams, supporting colleagues during high pressure incidents.
• Everyone is Valued - Managing performance with fairness and transparency, supporting knowledge sharing and development, creating a supportive environment during critical incidents.

Benefits

• Office based Belfast
• Competitive Salary - on call allowance
• 23 days' holiday, rising to 27 (pro rata) - plus the option to buy more after qualifying period
• Paid volunteering day with a charity of your choice
• Generous family leave policies - including 15 weeks' fully paid maternity, adoption, and shared parental leave
• Cycle2Work scheme, pension, life assurance, and more

Equal Opportunity

We are an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email .

Location & Contract

Belfast, United Kingdom
Full time
Permanent