Major Incident Manager

Major Incident Manager – Phoenix Group

We have an exciting opportunity for two Major Incident Managers to join our IT Service Operations team.

Location:

hybrid based in either Edinburgh, Birmingham or Telford with time spent working in the office and at home.

Job Type: Permanent

Closing Date: 14/01/26

Salary and benefits: £60,000‑£75,000 plus an indicative bonus range of 16‑32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and more.

• Own and coordinate all major incidents from initiation to resolution, acting as the single point of contact for stakeholders.
• Assess impact and make critical decisions under pressure, including escalation to Bronze/Silver/Gold command and regulatory bodies (e.g., FCA).
• Deliver timely, accurate updates to executives, business units and third‑party suppliers throughout the incident lifecycle.
• Ensure suppliers (TCS, Cognizant, Servaada, etc.) adhere to SLAs and contractual obligations during incident resolution.
• Maintain audit‑ready documentation and ensure adherence to FCA and other regulatory requirements.
• Drive root cause analysis, formal problem reviews and implement preventive measures to reduce recurrence.
• Produce executive‑level reports, track SLA performance and manage service credits.
• Activate business continuity plans and coordinate escalation paths during severe disruptions.
• Ensure effective use of incident management tools (e.g., Service Now) and alignment with ITIL best practices.
• Lead under pressure, guiding technical teams to swift resolution.
• Develop and refine the major incident management process to improve efficiency and effectiveness.

• Significant experience as a Major Incident Manager, preferably within financial services, with a proven track record of managing high‑impact incidents.
• Expertise in end‑to‑end incident lifecycle management, ensuring rapid resolution of critical issues to minimise business disruption.
• Skilled in stakeholder communication, root‑cause analysis and implementing continuous improvement strategies for incident processes.
• Proficiency in incident management tools such as Service Now or Remedy.

We are committed to ensuring that everyone feels accepted and welcome. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

We’re reviewing applications as they come in, so apply early to avoid missing out.

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