Major Incident Manager Lead

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.

• 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 methodical, with strong attention to detail and a structured approach to problem-solving

• Ability to remain calm, decisive, and solution-focused in high-pressure situations

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and

• Meet the minimum essential criteria for the role.

Please opt in during the application process.