FCDO Services
Lead Major Incident Manager
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Job Description
At FCDO Services, we protect the UK’s interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more.
Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.
Job Description
Our Digital and Data technology team are at the forefront of digital innovation. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform. No matter the task, they are on hand to support. Now, you’ve got the opportunity to join them.
- Providing innovation to government partners.
- Delivering best-in-class solutions.
- Working at the cutting-edge of technology.
- It all matters.
Responsibilities
Lead our approach to major incidents, create a more effective service
You’ll lead a consistent Technology & Operations (T&O) response to major incidents, making rapid resolution and minimal disruption to customer services your priorities, as well as compliance with ISO and ITIL standards. You’ll drive incident communications and activity coordination during business continuity and security incidents, ensuring alignment with customer and internal practices. As our service delivery model is 24/7, you’ll make handovers seamless with a unified response across teams – so that our service is consistent and excellent, no matter the hour. Plus, through conducting post-incident reviews, you’ll track follow-up actions and embed lessons learned.
Driving improvements to the service will be key. To this end, you’ll support the Problem Manager in identifying and managing root causes of recurring incidents. This will entail trend analysis and collaboration with technical teams.
Analysis and reporting will be core to what you do. You’ll gather and define reporting requirements, design dashboards, and produce detailed, compliant reports with actionable insights for stakeholders.
This is a fantastic opportunity to be empowered to assemble and lead cross-functional teams, make key decisions, maintain performance, uphold customer satisfaction and drive improvements. We’d also like you to coach team members to enhance capability, build resilience and strengthen the service.
Requirements
Bring your IT expertise to protecting the UK’s digital infrastructure
To be well suited to this role, you’ll be a practitioner in the following: incident management, availability and capacity management, community collaboration, continual service improvement, ownership and initiative, service focus and user focus. Plus, you have a working knowledge of change management, continuity management and technical understanding. You have an awareness of asset and configuration management and service management framework knowledge. To find out more about the skills required, head to Major Incident Manager Incident manager - Government Digital and Data Profession Capability Framework.
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You have a demonstrable experience in IT service management with expertise in Major Incident Management and Problem Management, with a successful record of meeting targets and delivering results. This has given you technical knowledge across infrastructure, cloud services, networking and applications. Coupled with extensive knowledge of Service Management Tooling and service reporting. You’ve driven Continual Service Improvement and risk plans. Plus, you’re excellent with MS Office 365.
An excellent problem solver with a sharp analytical eye, you’re a skilled decision maker. You can influence others too. This is down to your exemplary customer-facing abilities, complemented by superb written and verbal communication skills.
Qualifications
You are educated to Level 3 (A level/AS level/T Level) or Level 4 (HNC). Preferably, your qualifications are in Computer Science, Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience. You have ITIL Foundation level Certification.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Working Together
Technical skills
We'll assess you against these technical skills during the selection process:
- Level 3 (A/AS or T level) or Level 4 (HNC) Preferably in a Computer Science, or Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience.
- ITIL Foundation level Certification.
- Proven IT service management background with expertise in Major Incident Management and Problem Management.
- Record of delivering results and meeting targets.
- Extensive knowledge of Service Management Tooling and service reporting.
- Excellent analytical, problem solving, decision making and influencing.
- Technical knowledge across infrastructure, cloud services, networking and applications.
We only ask for evidence of these technical skills on your application form:
- Level 3 (A/AS or T level) or Level 4 (HNC) Preferably in a Computer Science, or Computer Systems, Networking / Digital Data Communication or Science, Technology, Engineering or Mathematics (STEM) subjects or relevant job experience.
- ITIL Foundation level Certification.
- Proven IT service management background with expertise in Major Incident Management and Problem Management.
- Extensive knowledge of Service Management Tooling and service reporting.
- Excellent analytical, problem solving, decision making and influencing.
- Technical knowledge across infrastructure, cloud services, networking and applications.
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Benefits
Alongside your salary of £48,801, FCDO Services contributes £14,137 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
- Learning and development tailored to your role.
- Annual leave starting at 25 days.
- A culture encouraging inclusion and diversity.
- A Civil Service pension.
- Free shuttle bus available between central Milton Keynes and Hanslope Park.
- 9 days per annum public and privilege days.
Discover the support you need to grow your career further
But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.
Want to see your future team’s work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at virtual-embassy.fcdoservicescareers.co.uk
Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Security Check (SC) clearance. This role is a reserved post and applications are only being accepted from single nationality candidates and not dual nationals. You can find out more about vetting on our website: https://www.fcdoservicescareers.co.uk/how-to-apply/
To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk
It takes a diverse team to protect a diverse world
The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.
Closing date
11:55pm on Sunday 2nd August 2026.
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