Major Incident Manager Lead

About the job you're considering

An exciting opportunity to join Capgemini as a Major Incident Manager Lead, supporting a diverse portfolio of high-profile clients.

In this role, you will lead and oversee the end-to-end major incident management process, ensuring swift resolution and minimal business impact. You will be a confident decision-maker and analytical problem solver, thriving in high-pressure environments.

As the primary point of contact during major incidents, you will coordinate cross‑functional teams, drive timely response and recovery actions, and provide clear, consistent communication to stakeholders. You will also play a key role in mentoring MIMs, continuously improving incident management practices, and ensuring adherence to best practices and procedures.

This role is fully based on-site at our premises in Preston. You will be expected to work from the office full-time, with no hybrid or home‑working arrangement. Your day‑to‑day work location will be consistent and primarily based at our site to meet the needs of the role and the business.

Pre‑employment checks will include identity, nationality or immigration status, employment history going back 3 continuous years, and an unspent criminal record check (known as Disclosure and Barring Service).

As a Major Incident Manager Lead, you will oversee and drive excellence across Major Incident, Change, and Problem Management processes, ensuring effective coordination, rapid resolution, and continuous improvement.

• Lead and ensure delivery against all relevant operational processes and service obligations
• Leverage tooling and technology to manage incidents, deliver timely communications, and provide effective stakeholder engagement
• Chair and drive all major incident bridge calls, investigations, and recovery activities
• Collaborate with technical leads to develop structured action plans, assigning clear ownership, timelines, and accountability to meet SLA targets
• Provide matrix management across teams, processes, and third‑party suppliers, proactively resolving conflict to maintain progress towards resolution
• Take overall accountability for restoring service through workarounds or permanent fixes, minimising business impact
• Manage and execute timely functional and hierarchical escalations where required
• Ensure all documentation, administrative tasks, and reporting are current and accurate, including contact details, technical artefacts, and post‑incident reviews
• Champion continual service improvement by enhancing processes, knowledge bases, and playbooks
• Maintain and evolve tools, frameworks, and resources to optimise major incident response effectiveness
• Produce and deliver regular major incident performance and trend reporting to stakeholders
• Continually maintain and develop tools and resources to manage major incidents effectively
• Provide periodic major incident metrics reports

• Strong knowledge and practical experience across ITIL processes, with a particular focus on Major Incident Management, Change Management, Incident Management, Problem Management, and Release Management
• ITIL Foundation certification (v4 or above) is desirable
• Proven ability to lead, own, and drive Major Incident Management and associated processes end‑to‑end
• Excellent communication and presentation skills, with the ability to convey complex information clearly and confidently
• Strong stakeholder management and customer communication skills, with the ability to engage effectively at all levels of the organisation
• Demonstrated experience leading cross‑functional teams and driving activities to resolution within tight and high‑pressure timescales
• Ability to influence and coordinate technical teams, third parties, and business stakeholders to achieve swift outcomes
• Strong collaboration skills, with a proactive and team‑oriented approach
• Highly organised and methodical, with strong attention to detail and a structured approach to problem‑solving
• Ability to remain calm, decisive, and solution‑focused in high‑pressure situations

Capgemini is proud to be a Disability Confident Employer (Level
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