Senior Major Incident & Service Delivery Manager

About the role

We are seeking a senior IT Service Management leader to own Major Incident Management, Problem Management and Service Insight across a complex, always‑on environment. The role combines incident command, service governance and continuous improvement, reporting to senior leadership.

Key responsibilities

• Lead Major Incident, Problem Management and Service Reporting across the organisation.
• Act as incident commander for high‑severity incidents, driving rapid resolution and minimising customer impact.
• Provide calm, authoritative leadership in high‑pressure situations and deliver executive‑level communication during incidents and service reviews.
• Drive continuous improvement through insight, lessons learned and preventative actions.
• Operate across multi‑supplier, cloud and on‑prem environments, managing risk, governance and audit engagement.
• Coach and develop Major Incident Managers, enhancing capability and readiness.
• Improve processes, playbooks and escalation models to strengthen service resilience.

Required profile

• Strong leadership experience in Major Incident Management / Service Management.
• Proven experience commanding high‑impact incidents in complex, regulated environments, preferably financial services or banking.
• Deep knowledge of ITIL practices (Incident, Problem, Service Reporting).
• Experience working across multi‑supplier, enterprise‑scale IT estates.
• Excellent stakeholder management, including risk, audit and senior leadership.
• Calm, decisive and credible under pressure.

Required skills

• ITIL
• Cloud platforms
• DevOps environments

What we offer

• Lead from the front in critical, high‑visibility incidents.
• Shape service resilience and performance at an enterprise level.
• Influence senior leadership decisions through insight and governance.
• Hybrid working within a strong, inclusive and supportive culture.