Major Incident Manager

£56,070 - £61,939 Based on capability. The base salary of this grade is £55,403 for other locations. Offers made above this will be made up with a specialist pay allowance.

Full-time (Permanent) £56,070 - £61,939 Based on capability. The base salary of this grade is £55,403 for other locations. Offers made above this will be made up with a specialist pay allowance. Published on 19 February 2026

The Government Digital Service (GDS) is the digital centre of government. We are responsible for setting, leading and delivering the vision for a modern digital government.

Our priorities are to drive a modern digital government, by:

• joining up public sector services
• harnessing the power of AI for the public good
• strengthening and extending our digital and data public infrastructure
• elevating leadership and investing in talent
• funding for outcomes and procuring for growth and innovation
• committing to transparency and driving accountability

We are home to the Incubator for Artificial Intelligence (I.AI), the world‑leading  and at the forefront of coordinating the UK’s geospatial strategy and activity. We lead the Government Digital and Data function and champion the work of digital teams across government.

We’re part of the Department for Science, Innovation and Technology (DSIT) and employ more than 1,000 people all over the UK, with hubs in Manchester, London and Bristol.

The Government Digital Service is where talent translates into impact. From your first day, you’ll be working with some of the world’s most highly‑skilled digital professionals, all contributing their knowledge to make change on a national scale.

Join us for rewarding work that makes a difference across the UK. You'll solve some of the nation’s highest‑priority digital challenges, helping millions of people access services they need

This is an exciting opportunity to be a part of the Technical Service Desk team for the One Login programme. Reporting into the Lead Service Operations Manager, the Major Incident Manager will play a critical role in ensuring that the One Login service is operating as intended. Having responsibility for keeping Reliant Parties and internal stakeholders informed of events, actions and opportunities that are likely to impact their day‑to‑day activities, providing an essential interface with IT operational staff, Service Continuity and other supporting referral groups.

The Major Incident Manager is responsible for leading the response to high‑impact incidents, ensuring rapid restoration of services and minimising business disruption, being accountable for the maintenance of service resilience policy, guidance and co‑ordination.

As a Major Incident Manager you’ll:

• take ownership of major incidents from detection through resolution, assess incident severity, determine business impact, and initiate the major incident process
• lead technical bridges, ensuring efficient collaboration and clear direction, coordinate cross functional teams across the One Login programme
• ensure timely escalation to senior leadership when required; and act as the primary point of contact during major incidents
• provide timely updates to customers (internal and external), vendors and senior staff
• maintain accurate incident logs, timelines and communication records and document incident timelines, root causes, impacts and recovery steps
• produce Post Incident Reports (PIRs) with actionable recommendations
• have the ability to analyse data and graphs to identify service anomalies
• review and improve incident management processes, workflows and SLAs and develop and maintain major incident procedures and runbooks
• draft, review and maintain a service resilience guidance document to ensure a consistent approach across the programme
• maintain a current view of service resilience risks and raise for SCS review and approval on a six monthly basis
• coordinate testing and exercising of service resilience plans across the live service
• participate in an on‑call rotation to provide after hours support as needed

We are interested in people who have:

• a proven track record of working in a Critical National Infrastructure (or comparable…