Senior Major Incident Manager

Senior Major Incident Manager

Office based - Belfast – new command hub (with on‑call requirements)

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.

• 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.
• Expanding knowledge across Capita services.

• 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.

• 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
• Cycle2
  
  Work scheme, pension, life assurance, and more

We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds.

We’re 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 (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email rea and we’ll get back to you.

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Belfast, United Kingdom

Full time

Permanent