Lead Major Incident Manager

Lead Major Incident Manager

Location: Milton Keynes (Hybrid – minimum 60% onsite)
Contract: Initial 6-month contract
Rate: £364.65 per day PAYE / £467.08 per day Umbrella
IR35: Inside IR35

The Opportunity

We are seeking an experienced Lead Major Incident Manager to lead the response to critical IT incidents and drive Problem Management activities within a fast-paced Technology & Operations environment.

This is a hands-on leadership role focused on maintaining operational stability, minimising service disruption, driving continual service improvement, and delivering high-quality reporting and analysis. Working closely with technical teams and stakeholders, you will play a key role in ensuring service resilience and operational excellence.

Key Responsibilities

* Lead and coordinate the response to major incidents, ensuring rapid restoration of services and minimal business impact.

* Take ownership of complex incidents, providing hands-on leadership and clear stakeholder communications throughout the incident lifecycle.

* Coordinate activities during business continuity and security-related incidents where required.

* Conduct post-incident reviews, ensuring lessons learned are captured and actions are delivered.

* Support Problem Management by identifying root causes, driving permanent resolutions and reducing recurring issues.

* Analyse incident trends and implement proactive service improvements.

* Produce service reports, dashboards and performance metrics, providing data-driven recommendations to improve operational efficiency.

* Ensure adherence to ITIL best practices and review service designs to confirm operational readiness and supportability.

Skills & Experience

* Proven experience in Major Incident Management and Problem Management.

* ITIL Foundation certification or equivalent practical experience.

* Strong understanding of infrastructure, cloud services, networking and applications.

* Experience with Service Management tools, reporting platforms and dashboard creation.

* Excellent analytical, problem-solving and decision-making skills.

* Outstanding communication and stakeholder management abilities.

* Experience producing management information and KPI reporting.

* Knowledge of continual service improvement methodologies and risk management.

* Ability to influence and collaborate across technical teams, suppliers and senior stakeholders.

* Experience with ServiceNow reporting or administration would be advantageous.

Eligibility Requirements

Due to the nature of the work, applicants must:

* Be a sole British citizen.

* Have resided in the UK for at least 2 of the last 5 years.

* Be eligible to undergo security vetting as part of the onboarding process.

* Existing security clearance is advantageous but not essential.

Working Arrangements

* Hybrid working with a minimum of 60% onsite attendance in Milton Keynes.

* Occasional travel to London and other UK locations may be required.

Apply Now

If you're an experienced Major Incident professional looking for your next contract opportunity where you can make a real impact on service stability and operational excellence, we'd love to hear from you
Only candidates based in UK and eligible to work in UK are allowed