Major Incident Manager

We’re Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctasto life. Guided by our purpose Better Homes. Better Lives. For Everyone. We believe a better world starts with better homes, and we work every day to make that a reality. Join us and help shape the future of home improvement.

The role of a Major Incident Manager is to provide clear leadership and end-to-end ownership of high impact IT incidents, ensuring rapid restoration of critical services while minimising business disruption. Operating within an ITIL-aligned service management framework, the role coordinates technical teams, third‑party suppliers and stakeholders and maintains effective communication throughout the incident lifecycle, ensuring incidents are managed in a controlled, consistent and auditable manner.

In the role you will participate in a 24/7 on‑call rota and work on a rotational basis as Duty Manager. During your allocated Duty Manager shifts, you will operate as an IT escalation, with accountability for major incident response, reviewing and approving emergency changes, resolution of critical escalations and acting as the primary interface between IT and business stakeholders.

• Take full responsibility for Major Incidents from start to resolution, ensuring service is restored as quickly as possible, ensuring rapid assessment, prioritisation and escalation based on business impact and urgency
• Lead and coordinate cross‑functional technical teams during major incidents
• Establish and manage incident bridges maintaining control and momentum throughout resolution
• Act as the single point of communication for major incidents to stakeholders, customers and senior leadership
• Drive service restoration first, ensuring workaround or permanent fix is identified and implemented
• Take responsibility for identifying and progressing activities to protect against the occurrence of Major Incidents
• Plan and chair Major Incident Reviews recording and assigning tasks, tracking them through to completion
• Perform the role of Duty Manager out of office hours dealing with escalations from the Service Desk, Operational Command Centre and the business

• Previous experience in a Major Incident Manager role with proven ability to lead incident response under pressure
• Strong decision making and prioritisation skills in high impact situations
• Experience using ITSM tools (e.g. Service Now, JIRA)
• Ability to understand business impact and prioritise accordingly
• Experience of on‑call working, ideally performing a Duty Management role
• ITIL certified

We believe in flexibility and balance. Our hybrid model blends home working for focus with time spent connecting and collaborating – whether in our offices or at offsite locations. On average, around 60% of your time will involve in‑person collaboration.

We value the perspectives new team members bring and encourage you to apply – even if you don’t meet 100% of the requirements.

An inclusive environment where your potential is limited only by your imagination. We encourage new ideas, support experimentation, and strive to create a workplace where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisherhere.

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Scroll down below to find out more about our benefits.

Our customers come from all walks of life – and so do we. We’re committed to ensuring all colleagues, future colleagues, and applicants are treated equally, regardless of age, gender, marital or civil partnership status, ethnicity, culture, religion, belief, political opinion, disability, gender identity, gender expression, or sexual orientation.

Opportunity to receive up to family level cover with AXA. Join within three months of starting or at annual renewal in April. (This benefit is subject to Benefit In Kind taxation).

Immediate eligibility through auto‑enrolment. Contribute 8% to receive a max 14% from the…