FCDO Services
Lead Major Incident Manager
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Lead Major Incident Manager
Lead Major Incident Manager
FCDO Services
Apply before 11:55 pm on Tuesday 7th July 2026 Reference number: 467971 Salary: £48,801 – £53,697 plus location allowance £1750 Contract type: Permanent – Full-time Location: Hanslope Park, Hanslope, Milton Keynes
About the Organisation
At FCDO Services, we safeguard the UK’s interests both at home and internationally. Our work encompasses designing and building secure government facilities, securely transporting diplomatic shipments globally, and safeguarding governmental technology. Diversity and the needs of our people underpin our approach—just as much as our global mission.
Our Digital & Data Technology team are at the cutting edge of digital innovation. They deliver top-tier solutions for our clients to shape and support a data-driven future for the UK Government, whether through bespoke, secure software, programme and application support, or migrating entire embassies to Cloud platforms.
About the Role
Are you passionate about bringing innovation to government partners and delivering best-in-class digital solutions? Join us at the forefront of technology and drive improvements in major incident response and service excellence for UK Government customers.
You will play a pivotal role in ensuring seamless 24/7 service continuity for our clients—all while leading incident communications, coordinating response efforts, and championing ISO and ITIL compliance. As the Lead Major Incident Manager, you will:
Key Responsibilities
- Incident Leadership & Resolution
- Lead a consistent 24/7 Technology & Operations (T&O) response to major incidents, with a focus on rapid resolution and minimal disruption.
- Collaborate and align activities during business continuity and security incidents, ensuring alignment with both customer and internal practices.
- Implement seamless handovers across teams to uphold a unified, high-calibre response at all hours.
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Post-Incident Reviews & Lessons Learned
- Conduct thorough post-incident reviews to identify follow-up actions.
- Embed lessons learned within the team and service.
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Root Cause Analysis & Continual Improvement
- Work with the Problem Manager to identify and resolve root causes of recurring incidents through trend analysis.
- Collaborate with technical teams to drive Continual Service Improvement.
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Data Analysis & Reporting
- Gather requirements for reporting dashboards and produce detailed, compliant reports with actionable insights.
- Design and maintain operational dashboards to inform stakeholders.
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Cross-Functional Leadership
- Assemble and lead cross-functional teams to make strategic decisions.
- Maintain service performance, customer satisfaction, and drive operational excellence.
- Coach team members to build resilience and capabilities.
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Protecting UK Digital Infrastructure
- Leverage your ITService expertise to help secure and sustain a robust digital ecosystem for UK Government operations.
Requirements
This role requires a mix of expertise, experience, and personal attributes, including:
Core Skills & Experience
- Demonstrated expertise in IT Service Management, particularly in:
- Major Incident Management and Problem Management (meeting targets and delivering results).
- In-depth knowledge of infrastructure, cloud services, networking, and application support.
- Strong understanding of Service Management Tooling and reporting mechanisms.
- Experience in Changes & Configurations Management, alongside disaster recovery and health checks.
- Strong analytical and problem-solving skills, coupled with sharp, objective decision-making.
- Excellent influence and communication skills, with a focus on stakeholder engagement.
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Education & Qualifications
- Minimum Level 3/4 qualification (UK equivalence) in:
- Computer Science, Networking/Digital Data Communication, or STEM-related subjects.
- Alternatively, a relevant job experience-based equivalent.
- ITIL Foundation Certification is required.
Benefits
When you join FCDO Services, your professional growth is our priority. We provide:
- Competitive salary of £48,801–£53,697, with an additional annual performance payment (~£3,801).
- Generous pension benefits: Employer contribution of £14,137 per year under the Civil Service Defined Benefit Pension Scheme.
- 25 days of annual leave (with potential for additional days).
- Flexible and supportive culture fostering inclusion and diversity.
- Training & development tailored to your career progression.
- On-site amenities: Gym, nursery, café, and restaurant.
- Subsidies: Interest-free loans for season-ticket and bike purchases.
- Free shuttle bus between Milton Keynes and Hanslope Park.
About Working at FCDO Services
As a disclosing employer, we are committed to supporting all colleagues to thrive. Founded on diversity, disability confidence (Disability Confident Employer), and employee well-being, we celebrate a culture that values riding with all our nations. Our work requires mandatory Security Check (SC) clearance before you can join—we’ll guide you through the process and explain the importance of our trust in protecting national interests.
To explore how your IT expertise could contribute to the UK’s digital security, visit our Virtual Embassy at virtual-embassy.fcdoservicescareers.co.uk.
For further insights, visit fcdoservicescareers.co.uk.
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