Head of Major Incident & Incident Management

Head of Major Incident & Incident Management

Office based - Belfast

Competitive salary

We're looking for an outstanding Head of Major Incident & Incident Management to join our Belfast Command Hub. As part of our growing centre of expertise for technology operations, this role goes far beyond traditional operational leadership.

This is a rare opportunity to shape the future of how Major Incident and Incident Management operates across a large scale, complex technology environment. You'll have the platform, sponsorship, and authority to define the strategy, drive automation and AI adoption, and build a truly best in class capability.

If you're someone who thrives on improving service stability, reshaping processes, and leading high performing teams through transformation, this is a role where you can make a real, measurable impact. You'll not just run the function - you will evolve it, embedding a modern, proactive, data driven approach that strengthens resilience across the organisation.

Join us, and you'll help build something exceptional. This is your opportunity to leave a legacy, elevate operational performance, and create a Major Incident capability that sets a new standard for excellence.

Customer First, Always;
Fearless Innovation;
Achieve Together;
Everyone is Valued. These guide how we work, collaborate, and deliver exceptional results.

The Head of Major Incident & Incident Management is responsible for the strategic leadership, governance, and continual improvement of Major Incident and Incident Management across Technology Operations. The role ensures delivery of an ITIL aligned framework supported by automation, strong governance, and effective communication. The postholder leads a specialist team, acts as the organisational subject matter expert, and plays a key role in reducing incident volumes and improving service stability.

• Proven experience leading a Major Incident Management function, including coordination of high impact incidents.
• Strong understanding of ITIL best practice with experience improving incident processes.
• Technical and operational awareness enabling effective partnership with engineering, infrastructure, and service teams.
• Demonstrable experience using automation or AI to enhance operational efficiency.
• Expert level experience with Service Now to reduce incident volumes and improve service quality.
• Experience delivering data driven operational insights, dashboards, and analysis to improve service stability.
• Proven experience working within complex, matrix managed environments.
• Experience managing and developing teams within large scale IT or customer facing environments.

• Ability to deliver confident, clear communication during high pressure incidents.
• Leadership presence that supports team motivation and cohesion.
• Ability to influence and align diverse stakeholders across organisational boundaries.
• A collaborative approach that encourages cross functional teamwork.
• A continuous improvement mindset focused on service quality and operational excellence.
• Ability to build trusted relationships and maintain credibility at all levels.

• Demonstrate strong relationship management.
• Support ITIL aligned service delivery.
• Encourage a collaborative, innovative team culture.

• Lead and develop a team of Major Incident Managers and Incident Managers to ensure consistent, high quality service restoration.
• Own and govern Major Incident and Incident Management processes aligned to ITIL best practice.
• Provide leadership across a matrix managed environment.
• Act as the organisational SME for Major Incident and Incident Management.
• Establish and embed a Centre of Excellence within the Technology Delivery Command Hub.

• Lead the end to end management of major incidents with clear, accurate communication at executive level.
• Chair technical bridges and oversee management escalations during critical incidents.
• Ensure consistent execution of defined roles, responsibilities, and operational standards.

• Drive automation and AI adoption to improve efficiency and reduce manual activity.
• Utilise Service Now capabilities to reduce incident volumes and improve routing accuracy.
• Promote continual service improvement through data insights and trend analysis.
• Work with Problem Management and technical teams to reduce repeat incidents and strengthen resilience.

• Partner with Problem Management to ensure strong RCA quality and action follow through.
• Build collaborative relationships across technology and business teams.
• Influence teams and senior leaders to embed improved ways of working.

• Lead the production of operational reporting, including incident summaries, KPIs, and trend analysis.
• Provide clear, actionable data to senior stakeholders.
• Ensure accuracy and compliance of Service Now…