Major Incident Manager Lead

Location: Urmston

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  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.

On-site working requirement:

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.

If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

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 maintaining and developing tools and resources to manage major incidents effectively

Providing periodic major incident metrics reports

At Capgemini, you can bring your whole self to work. Inclusivity is part of our everyday culture, and we strive to create a representative and welcoming environment for all.

Your skills and experience

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…