Senior Major Incident Manager

Senior Major Incident & Incident Manager

Location:

Office based Belfast (with on‑call requirements)

Contract:

Permanent

Function:
Major Incident Management / Service Operations

We’re looking for a highly experienced Senior Major Incident & Incident Manager to lead a team delivering consistent, high‑quality 24x7 incident management services. You’ll be based at our Belfast Command Hub as part of our growing centre of expertise for technology operations.

You will act as an escalation point for complex or time‑critical major incidents, support team members during high‑severity events, and ensure service delivery meets expectations.

Successful candidates must be eligible for SC clearance.

At Capita, we live by our values:
Customer First, Always;
Fearless Innovation;
Achieve Together;
Everyone is Valued. These guide how we work, collaborate, and deliver exceptional results.

• Significant experience managing major incidents in complex environments.
• Strong background in ITIL‑aligned Incident Management.
• Experience supporting both public‑sector and private‑sector clients.
• Knowledge of ITSM tools.
• Experience with Microsoft 365 including SharePoint and Teams.
• Strong documentation and communication skills.
• Understanding of incident and problem management interaction.
• ITIL awareness.

• Ability to stay calm and make decisions under pressure.
• Strong leadership and people‑management.
• Excellent stakeholder engagement.
• Analytical problem‑solving skills.
• Continuous‑improvement mindset.

• Leading and supporting the Major Incident Management team.
• Ensuring all incidents progress through to resolution within SLAs.
• Managing escalations when required.
• Producing weekly and monthly MI reporting.
• Updating and maintaining process documentation.
• Driving continuous improvement across the MIM function.
• Providing leadership, mentoring, and coaching.
• Collaborating with cross‑functional teams.
• Escalating issues to the Head of Major Incident Management.
• Delivering executive summaries during P1 incidents.
• Managing team performance and reporting quality.
• Identifying future skills requirements.
• Expanding knowledge across Capita services.

• Ensuring timely resolution of incidents within SLA.
• Providing clear executive summaries during P1s.
• Improving processes impacting customer outcomes.

• Driving continuous improvement.
• Enhancing process documentation.

• Leading, mentoring, and coaching the team.
• Collaborating with other business teams.
• Supporting colleagues during high‑pressure incidents.

• Managing performance with fairness and transparency.
• Supporting knowledge sharing and development.
• Creating a supportive environment during critical incidents.

Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organizations transform and thrive. We use cutting‑edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward‑thinking team that values creativity, growth, and inclusion.

We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you.

• ?
  
  Office based Belfast
• ?
  Competitive
  Salary
• ?
  23 days’ holiday
  , rising to 27 (pro rata) – plus the option to buy more after qualifying period
• ❤️
  Paid volunteering day with a charity of your choice
• ? Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
• ? ♀️
  Cycle2
  
  Work scheme
  , pension, life assurance, and more

Customer first, always Fearless innovation Achieve together Everyone is valued

Choose ‘Apply now’ to fill out our short application, so that we can find out…