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.